Use this checklist when a campaign or automation email is not sent or a recipient count looks lower than expected.
Check the contact
• The contact must have a valid email address.
• The contact must be subscribed to email marketing.
• The contact must match the selected Shopify segment or automation audience.
• A bounced, suppressed, or unsubscribed address cannot receive marketing emails.
Check a campaign
1. Confirm the campaign is scheduled for the intended date, time, and time zone, or has been sent.
2. Review the selected segment and eligible recipient count.
3. Confirm the campaign passed any required sending checks.
4. Send a test email and verify the sender details and content.
Check an automation
1. Confirm the automation is active, not paused.
2. Review the enrollment trigger and audience filters.
3. Confirm the customer performed the trigger action after the automation was activated.
4. Check the wait time before each email.
5. Review any exit conditions or rules that can remove the contact from the journey.
Check sending health
Review the email’s delivery status for bounces or suppression. A high recent bounce rate may pause or limit sending to protect deliverability. Check recent sending activity, especially the last seven days, and remove invalid addresses before trying again.
Before contacting support
Collect the campaign or automation name, the affected customer email, the expected send time and time zone, and a screenshot of the status or workflow. Do not include passwords or private account credentials.
Contact us through online chat or email if the issue remains. Our support team is available 24/7.