Skip to main content

Troubleshooting automations

Resolve common issues such as a drip not starting or subscribers not entering the flow.

Symptom​

Common signs that an automation isn't working as expected:

  • The automation is switched on, but no subscribers have entered the flow.
  • Subscribers enter, but the first Edition never sends (the drip appears "stuck").
  • Some subscribers move through the flow while others are skipped.
  • Steps fire in the wrong order or later than the delay you configured.

Likely causes​

Ranked from most to least common:

  1. The automation is still in draft or paused — it was built but never activated, so nothing runs.
  2. The entry trigger doesn't match anyone yet — the audience, list, or event that starts the flow has no qualifying subscribers.
  3. Re-entry rules exclude them — subscribers who already entered (or completed) the flow are blocked from entering again.
  4. Suppression or unsubscribes — subscribers on the suppression list, or who unsubscribed, are silently skipped.
  5. A delay or time window hasn't elapsed — a step is waiting on a configured wait time, send-time window, or quiet hours.
  6. The Edition in a step isn't ready — a linked Edition is unpublished, deleted, or moved to another Folder.

Fixes​

  1. Confirm it's live. Check that the automation status is active (not draft or paused), then activate it. (Confirm the exact steps in your account.)
  2. Test the entry trigger. Verify the trigger's audience or event and confirm at least one subscriber currently qualifies. Add a known test subscriber and watch whether they enter.
  3. Review re-entry settings. If you're re-testing, allow re-entry or use a subscriber who hasn't been through the flow.
  4. Check suppression. Confirm your test subscriber isn't suppressed or unsubscribed. See Manage the suppression list.
  5. Account for delays. Note any wait steps or send windows; a "stuck" drip is often just waiting. Confirm the delay has actually elapsed.
  6. Validate every step's Edition. Make sure each Edition is published and still in the expected Folder.

Still stuck?​

Capture the automation name, the affected subscriber, and the time you expected the send, then contact your account administrator or support team so they can trace the flow.

Canonical terms: Author, Edition, Folder (Project Folder), Broadcast. See the Glossary.