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Troubleshooting automations

This page covers the issues you're most likely to hit. For a full picture of activity and error details, see Managing your automations.

Why isn't my automation running?​

1. The automation is turned off​

Automations only run when the toggle at the top-right of the automation editor is set to On.

Automation on/off toggle

2. The entry setting is "Run once per account"​

By default, an automation only runs the first time the trigger conditions are met for a given account. If you need it to run every time, change Entry settings in the automation's Settings tab to Run every time.

3. A previous step threw an error and stopped the run​

If a step fails and your Error handling settings are set to Stop that specific automation run, the workflow halts.

Check the Activity tab for the specific error, then either:

  • Fix the underlying issue (missing data, misconfigured step, etc.), then retry the run from the failed step, or
  • If non-critical, change Error handling settings to Ignore the error and continue so future runs don't stop.

4. The trigger conditions don't match​

Double-check your trigger's conditions against the account or record you expect it to fire on:

  • Are you using AND when you meant OR (or vice versa)?
  • Are the conditions too restrictive?
  • Test with a record you know should qualify.

5. A step is running before its data is ready​

Some triggers complete before downstream data exists. For example, when an account is created it takes about 10 minutes before a salesperson is assigned — so an if/else step that checks the salesperson will find nothing if it runs immediately.

Add a Delay or Delay until an event happens step before any branch that depends on upstream data.

6. A step has a once-per-account limit​

Some steps can only run once per account regardless of settings. For example, an email campaign can only be sent to the same account once. If your automation is set to run multiple times per account and includes a "Send campaign" step, later runs will error.

Design around these limits by using different campaigns or by using pause/resume campaign steps instead.

Campaign failed to start​

When starting an email campaign from an automation, you may see this error:

Failed to complete due to an error. The required contact information for campaigns is missing.

Campaign failed error

Cause: Contact information for your business isn't set in Partner Center. Every promotional email campaign must include a physical mailing address or PO Box.

Fix:

  1. Go to Partner Center → Administration → Customize.
  2. Expand the Email Settings tab.
  3. Fill in the Required Contact Information for Campaigns section.
  4. Click Apply Changes.
Markets

If Markets are enabled, each market needs contact information. Open the Markets tab on the Customize page, click Edit on each market, and choose Partner's Contact Information or Market's Contact Information. Selecting None disables campaigns for that market, even the default market.

Market contact settings

Can I remove an account from an automation that's already running?​

Once an automation has started processing an account, the completed steps can't be undone. What you can do depends on whether the run is still in flight:

  • Run is still in progress or waiting. Check the Activity tab for runs in In progress or Waiting status (for example, between delay steps). You may be able to cancel the remaining steps from there.
  • Run has already completed. You'll need to manually reverse any actions that can be undone (remove tags, deactivate products, etc.).

To prevent unintended runs going forward, add conditions or exclusion lists to the trigger so the affected accounts aren't eligible.

Getting help​

If the above doesn't resolve the issue, reach out to support with:

  • Automation name and ID
  • The specific error message from the Activity tab
  • Steps to reproduce
  • Account or record IDs affected
  • Timeline of when the issue started

You can also ask in the Vendasta community.