Automated Emails aren't sending

[Forginthecraft]

I have set up an automated email sequence so that subscribers that opted in get an email to confirm their subscription, then one to say thank you with a gift, followed by 12 emails, sent once a month.
I had not enabled all emails at once because they weren't all ready, but I made sure that the next email due to one of the subscribers was enabled before it was due to be sent automatically. Unfortunately, it has not sent when it was due a couple days ago. 
Any idea what's happened here? And does this mean this will not work for the next emails in the sequence either? 
Luckily this has only affected 1 subscribers so far but another 2 subscribers are due their automated email in a week's time so I could do with finding out if this is going to be the same for them too. 

[tranguyen]

Hi @Forginthecraft, thanks for bringing this to our attention! If the email is not sending, it's possible that the subscriber might not have fulfil all the criteria set but it's hard to tell without checking all the settings. From your description, this might be something worth contacting our Support team directly as they'd be able to check the account-specific settings and investigate further why the emails are not sending, before the other 2 subscribers are due their automated email. 

[Forginthecraft]

Hi @tranguyen 

The first 3 automated emails (i.e. the one confirm the opt in, the I e with the thank you gift and the one with the first newsletter) have been sent and delivered to all subscribers on that list. These go out immediately after trigger for the first one and  1 day after trigger for the other two. 

The email that hasn't sent is supposed to go 30 days after trigger. I hadn't enabled it at the time of trigger because it wasn't ready yet. So I wondered if maybe the automation hasn't updated properly after I enabled the email? 

I will get in touch with support directly tomorrow, before I send the email manually. 

Another thing I was thinking is that I am supposed to have been switched to Square Marketing (I bought a Weebly Promote subscription originally but signed up for testing) as part of the Beta Community / testing. But as far as I know that's not happened eventhough I received an email asking me to review Square Marketing... Is it possible that somehow this has messed my automated emails slightly? 

[tranguyen]

Thanks for letting me know @Forginthecraft! Both of those could definitely be a factor but there might be other issues at play as well.

With regards to the Beta, it'd be best to post this directly in the Beta channel so the Beta managers will have visibility and be able to look into it further! 

[Forginthecraft]

Hi @tranguyen 

I have just called support and they couldn't see where the problem might be so they are investigating further.  I have had to send the second one due manually yesterday, and the 3rd one due is next week, so hopefully this will be sorted by then. 
The 1st support person I spoke to is flagging the Square Marketing testing "issue" with the Beta side. So hopefully that will also be sorted very soon. 

Thank you very much for your help and suggestions

Sandrine

[tranguyen]

Glad to hear you were able to chat with our Support team @Forginthecraft! Hopefully the issue will be resolve soon.