Troubleshooting Automations

If your automation isn’t sending as expected, there are a few things to look for. For example, some emails may be paused, or your store may be disconnected. You may also want to review the segment and schedule settings of your email.

In this article, you’ll learn how to check for issues with your automation.

Things to Know

Here are some things to know before you troubleshoot your automation. 

  • Subscribers can only receive the emails in an automation once, with the exception of date-based automations, abandoned cart emails, order notifications, and product retargeting emails.
  • When you pause a single email in an activity-based automation, other emails in the automation continue to send as expected. We'll hold contacts in the paused email's queue. When you resume the email, those contacts will continue through the automation. To learn more about how automation works in MailChimp, read About Automation.
  • If you use our Order Notification automation to send transactional emails like receipts and shipping confirmations, you may want to verify that you’ve enabled all of the notifications you need. For more details, take a look at  Create Order Notifications: Review Your Settings

Review Status

Next to the name of each campaign, we'll display a label to indicate its sending status, so you can quickly tell whether things are working as expected.

Here’s a rundown of each status, and what your next steps might be.

Status Description Next Steps
Draft Your automation hasn't started. Click Edit, make changes as needed, and start sending.
Sending Your automation is sending. To edit emails, you'll need to pause them first.
Paused All of the emails in your automation are paused. To resume sending, click Edit, then click Resume All Emails.
Some Paused Your automation is sending, but at least one email is paused. Click Edit, then resume any emails that shouldn't be paused.
Not Connected Your automation isn't sending because your store is not connected. Check your e-commerce integration settings. 

Review Segment

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

If you expected a specific contact to receive an email, review their subscriber profile page to verify they meet the right segmenting conditions.

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

Edit Automation Emails: Edit Segment

Review Schedule

If you've made changes to the scheduling settings for your emails, you may find that people 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 contacts 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.

To change the schedule for an email, pause the email and click  Edit schedule.
click edit schedule
Make sure to resume the email after you've made your update.

Edit Automation Emails: Edit Schedule

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