Below are common automation issues and how to troubleshoot them.
Contact was not added to my automation
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Think back to when you created this automation
Did you create and activate the automation before or after an existing contact met the trigger conditions? Timing means everything as triggers are not retroactive. -
Automation triggers are not retroactive (it does not apply to Date-based triggers)
If the automation was activated after the contact met your trigger conditions, they will not be added to your automation. You will need to use the bulk editor to manually add them. -
Make sure your automation is set to "Active"
Contacts cannot be added to it until it is. To ensure your automation is active, select “Active” from the top right corner of your automation. Learn how to make your automation "Active." - Examine your triggers to see what may prevent a contact from entering your automation. Learn more about configuring automation triggers.
- If you're using a page visit as your trigger, ensure the URL in your trigger matches both the page visit and the whitelisted domain. This applies if you're using a page visit as your start trigger. For more info on using web pages as triggers, visit How to send an email when a web page is visited.
- If you're using a third-party form with the “Submits Form” trigger, contacts will not get added to your automation. Use a “Subscribes to list” trigger instead
An email was not sent to my contact
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The contact could be Unsubscribed, Bounced, or have an Unconfirmed status for your list
When this happens, the contact will skip over the "Send Email" action. To learn more about Contact Statuses, visit Contact Statuses Explained. -
The contact does not have any list subscriptions
A contact must have subscribed to at least one list. We will not send them automated or direct campaigns if they are not subscribed. -
The email may not have landed in the contact's inbox
Instead, the email have gone to the contact's Promotions or Social tab (Gmail), or to the contact's Spam folder. -
The contact moved through the automation before you added the "Send Email" action
Actions added above the contact's position in an automation are not retroactive. -
View your contact’s automation path
See how they entered your automation, why they weren’t sent an email, and more. To learn about viewing contacts in an automation, visit How do I see a contact in an automation? -
Examine the conditions in your “If/Else” statement to see if the contact met your conditions
Remember, if you use an “Or” condition, it only looks for one of the conditions to be true. If you use an “And,” it looks for all conditions to be true.
Learn how to test automation emails.
The contact went down the wrong path in my “If/Else” statement
Examine the conditions in your “If/Else” statement to see if the contact met your conditions. Remember, if you are using an “Or” condition then it’s only looking for one of the conditions to be true.
If you’re using an “And” then it’s looking for all conditions to be true.
For more troubleshooting tips on the "If/Else" statement in your automation, visit:
- Why did a contact go down the wrong path in an If/Else statement after they opened an automation email?
- Why is the "If/Else" statement for an email-related action not working in my automation?
If you still have more questions about your automation, please reach out to our Customer Experience team and we'll be happy to help you.