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.

  • In most cases, a contact can only receive your MailChimp automation once. There are a few exceptions: 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

Automation Testing Tips

Testing is an important part of troubleshooting. The process for testing varies based on the type of automation you use. In most cases, you can trigger an automation to send to your own inbox to see how it looks. Check out these testing tips to find out more.

  • Trigger your automation.
    After the automation is activated, perform the action that sets off the automation. For example, if you have a welcome automation, you’ll need to subscribe to your list with your signup form. This will trigger the automated email.
  • Be sure to test with a unique email address.
    For many automation types in MailChimp, a single subscriber can only go through your automation once. This means if someone has received the automation in the past, they can’t get it again. This is true even if you delete an address from your list and re-add it.
  • Use temporary Gmail addresses for testing.
    Most people only have a couple of email addresses, so it can be difficult to test your automation more than a few times. Gmail offers a handy tool that allows you to generate unlimited temporary email aliases. All mail sent to the temporary alias will be delivered to your regular email inbox. To create a new email alias, add a plus sign (+) and additional numbers or letters to your Gmail address. Here's an example.
Original Gmail Address Variations
freddie@gmail.com freddie+1@gmail.com
freddie+2@gmail.com
freddie+testing@gmail.com

After you’ve triggered your automation, it should arrive in your inbox at the delay time specified in the Automation Builder. If it’s not working as expected after you test, continue through this article to review common solutions.

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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