Troubleshooting Automations

Automation

Troubleshooting Automations

Common Automation Issues

Even well-designed automations occasionally encounter issues. This guide covers the most common problems and how to diagnose and fix them. Most issues stem from trigger misconfigurations, missing contact data, or action limits.

Automation Not Starting

Symptoms

You expect the automation to trigger, but nothing happens. Contacts don't receive emails or SMS, and no actions execute.

Diagnosis & Solutions

• Verify the automation is set to "Active" (not paused or draft)
• Check that your trigger event actually occurred. For Form Submission, confirm the form was filled out and submitted
• For Tag-based triggers, ensure the tag is being applied correctly (check automation activity logs)
• If using conditions, test if the contact meets the condition criteria. A contact might not trigger if they lack required data
• Review the automation logs: click on the automation and check "Activity" to see recent executions and any error messages

Contacts Stuck in Automation

Symptoms

A contact enters your automation but progress stops. They don't receive the next email or SMS, and no further actions execute.

Diagnosis & Solutions

• Check if the contact is currently in a "Wait" action. Open the contact detail page and check "Automations" tab
• Verify the contact has not unsubscribed from email or SMS. Unsubscribed contacts cannot receive communications
• If using conditions, the contact might be stuck in a conditional branch with no actions. Review your condition logic
• Check account credits: if you've exceeded SMS or email limits, actions pause until limits reset
• Manually exit the automation if it's stuck: click "Remove" on the contact's automation tab and re-add them if needed

Actions Not Executing

Symptoms

The automation starts (trigger fires), but specific actions like "Send Email" or "Assign to User" don't execute.

Diagnosis & Solutions

• For Send Email: verify an email template is selected and the contact has a valid email address
• For Send SMS: ensure the contact has a valid phone number in the correct format (typically with country code)
• For Assign to User: confirm the user you're assigning to is an active team member in your account
• For Add Tag: verify the tag exists (if not, create it first)
• Check action logs for detailed error messages. Click the specific action in the automation to see execution history

Unintended Automations Triggering

Symptoms

Contacts are entering automations unexpectedly, receiving emails they shouldn't, or multiple automations firing at once for the same trigger.

Diagnosis & Solutions

• Check if you have multiple active automations with the same trigger. Deactivate duplicates if found
• Review your automation conditions. A broad condition (e.g., "any contact") will trigger for everyone
• If using Tag Added trigger, verify tags are only being added for the intended contacts
• Look at when the automation was activated. Retroactive triggers won't affect past contacts, only new ones
• Pause the automation temporarily while you review logic, then reactivate once confident

Debugging Tips

• Use test contacts: create a test contact and manually trigger them through automations to verify behavior
• Check the activity log frequently: it's your best source of truth for what's happening in automations
• Simplify and test: build automations in layers, test each section before adding complexity
• Review condition data: for custom field conditions, verify the field exists and has correct values for test contacts
• Monitor billing closely: if actions suddenly stop, you may have hit account limits

When to Contact Support

If you've checked the above and the automation still isn't working, contact Lead Fuel CRM support with: (1) the automation name and ID, (2) a test contact email, (3) a screenshot of the automation setup, and (4) the expected vs. actual behavior. Support can review activity logs to identify issues.

Important: Never delete an automation to "reset" it if it's not working—always pause it first and troubleshoot. Deleting also removes execution history.

Need more help? Contact Lead Fuel CRM support for personalized assistance.