Troubleshooting: Why isn't my Automation Working?

If you have set up an Automation flow, but are finding that your emails aren't going out or being triggered, take these steps to troubleshoot the issue: 

It seems like a basic thing, but you'd be surprised how many can miss this step. :)  

Make sure that once you have set up your Automation - ie: you've added a starting "trigger" and added steps along the way including emails, delays, etc.  - that you also turn your Automation ON by toggling from OFF to ON in the switch at the top of the screen. 

As you may know  - you can "Trigger" your Automation to start with several different "actions" including:

If you are using the common and highly useful triggering action of "Tag is added" you need to ensure that whatever opt-in FORM (or CHECKOUT WIDGET or BOOKING WIDGET or MEMBER REGISTRATION/LOGIN WIDGET or QUIZ WIDGET) you are using to apply that Tag to your Contact in the first place is ALSO setting that Contact as a Subscriber to a "List" in your system - thus "Subscribing" them to your email list.  

Important Note: Everyone who comes "in" to your website thru any form, booking, checkout, registration, login etc. will be a CONTACT.  ONLY those who are subscribed to an email list are also considered SUBSCRIBERS.  Only Subscribers will receive emails. 

TO ENSURE YOUR CONTACTS ARE BEING "SUBSCRIBED" VIA YOUR FORMS*: 

(*Note: these same steps will apply to your CHECKOUT WIDGET or BOOKING WIDGET or MEMBER REGISTRATION/LOGIN WIDGET OR QUIZ WIDGET) 

1) Click on the FORM* widget on your page in the Builder  

2) Click on the Gear/Cog Icon in the mini-menu that pops up to get to the Settings of that FORM*

3) In the Settings window of your FORM*, scroll down until you see the "Connect to Email Marketing" box and click on the "Select Lists" button.

4) Click to select an existing List (or Lists) from the options shown on the next window - OR - click the "Add List" button to create a new List and then click to select it. 

5) Click "Confirm" to save your choice.  You have now set your FORM* so that any Contact will now also be a "Subscriber" of your email list and thus eligible to receive emails. 

If you are using "Tag is Added" as your Automation's Trigger - then it only makes sense that your Tags need to be set up properly.  You can add Tags to your Contact's/Subscriber's record from within your FORM's "Settings" window. 

1) Just like in the instructions above for Step 2, you'll want to navigate to your FORM's* "Settings" window by clicking on the FORM* on your page - then click the Gear/Cog icon to open the Settings area. 

2) From the settings Window - scroll ALL the way down to the "Tag Contacts..." section and click to Select "yes". 

3) Start typing in your desired tag for this FORM (or CHECKOUT, REGISTRATION, QUIZ, BOOKING, etc) and either click Enter to create a new tag - or select from the list to add tags.  This will ensure that your tags are added properly to each new Contact/Subscriber and you can use this Tag as a Trigger for your Automation flow. 

*Note: If you have moved a Funnel "outside" of a website or have moved it "to" a website in your project - you may need to delete and re-add any tags you'll see in the Form's Settings window as these may have been lost when you nested or separated your funnel from your website. 

If you are using the recommended "Double Opt-In" option to send an opt-in confirmation email every time someone signs up via a FORM on your site - please note that they are only considered a "Contact" - and not a "Subscriber" until they have confirmed the double opt-in via email. 

As stated above - only Subscribers will be sent emails - and if they have not yet "opted in" they are not yet considered Subscribers.

Adding a "Goal" to an Automation is a great way to ensure that someone will be exited from the Automation once they take a certain action.  ie: Once they make a purchase, or sign up for something. 

This can be very helpful as you don't want to keep sending emails to encourage people to "Sign Up for this Course!", as an example, once they have already signed up. 

However, if you have inadvertently set a "Goal" that is fulfilled before the Subscriber even has a chance to enter the Automation flow - they will not get the email.  

For example - if you set a "Goal" of "Tag Added" - and the tag is "Newsletter Subscriber" - (which happens to be the same as your "Trigger" - OR - is something that your contacts will have added to their record shortly after the action that got them into the Automation) then they have already "met the goal" and will not receive emails. 

If none of these Troubleshooting Tips have helped resolve your issue - contact support@shinepages.com and we can help you! 😊