Troubleshooting Automations

This feature requires Author user level or higher.

If your automation doesn't send to your subscribers as expected, there are a few things to look for.

In this article, you'll find information on what can cause issues with automations.

Check the Status of Your Automation

Next to the name of each automation, we’ll display an icon and label to indicate its sending status, so you can quickly tell whether things are working as expected.

Icon Status Description Next Steps
sending status draft icon Draft Your automation hasn't started. Click Edit, make changes as needed, and start sending. 
icon shows sending status as sending Sending Your automation is sending.  To edit emails, you’ll need to pause them first.
icon shows sending status as paused Paused All of the emails in your automation are paused. To resume sending, click Edit, then click Resume All Emails.
automation sending status is alert Some emails paused Your automation is sending, but at least one email is paused. Click Edit, then resume any emails that shouldn't be paused.
automation sending status is alert Store connection error Your store is not connected to MailChimp.  Check your integration settings and restart the automation.
automation sending status is alert Billing lapse Your last bill payment failed.  Check your billing settings and restart the automation.
sending status compliance issue Compliance issue One or more of your emails violate our compliance requirements. 
Contact Support for more information.

Segmenting Conditions

In some cases, a subscriber may not receive an automation email because they don’t fit its segmenting conditions.

To review your segmenting conditions, follow these steps.

  1. Navigate to the Automation page.

  2. Find the automation you want to work with, and click Edit.

  3. On the Emails step, find the email you want to work with, and click Conditions.
    click conditions to view segmentation conditions for your automation email
    We’ll show you the segmentation details for that email.

If you expected a specific subscriber to receive an email, review their subscriber profile page to verify they meet the segmenting conditions set for your automation email.

To change the segmenting conditions for an email, pause the email and click Edit Segment. Make sure to resume the email after you’ve made your update.

Edit Automation Emails: Pause and Resume

Delivery Settings

If you've made changes to the scheduling settings for your emails, you may find that subscribers don't receive emails at the times you expected.

Date-based automations, like birthdays, can be especially tricky. Since those emails have to go out on specific days, relative to the trigger date, if you limit what days of the week your emails can be delivered, you could skip subscribers whose next email should arrive on a day you've opted not to send.

This is also the case with limiting the time of day you send. If someone triggers your automation during the sending period, but the next delayed email in the series would be sent outside of the sending period, it will queue up for the next available send time.

Was this article helpful?
What can we do to improve articles like this?

Technical Support