An automation is not sending
Find where a customer stopped in an automated journey.
In this article you will find where a customer stopped in an automated journey.
Steps
- Open the affected automation and check whether it is enabled.
- Review its trigger, delays and conditions. Confirm that the customer matches the event and requirements.
- Open Run history and Tracking to investigate the journey. A delay or unmet condition can explain why a message has not been sent.
- Check Logs for the email or SMS step. Use the customer’s sending history to inspect delivery outcomes.
- For SMS, also check sender verification, credits and enabled countries. For marketing messages, check the relevant subscription status.
- If the reason remains unclear, contact support with the automation name, customer, event time and last step reached.
Try these steps in Sendvio
Enter your Shopify store name to open Automations in Sendvio, inside your Shopify admin. It opens in a new tab, so you can keep this guide alongside it. Shopify may ask you to sign in.
Follow the steps above to select the relevant item. Navigation for this task:
SendvioAutomationsYour automation
For my-store.myshopify.com, enter my-store. We remember it in this browser only.
Still need help?
Write to us and include your store name and, if it is about a message, the recipient's email or phone. We answer every email.