An automation has not fired, such as a birthday or welcome email

In short: usually the workflow is paused, or the guest did not match its trigger. Open it, check it says Active, then check Runs.

Find what is wrong

Go to Marketing › Workflow Automations and open the workflow.

It says Paused

Click the switch next to the name, then Activate. Any workflow that is not active shows Paused, including one that was never switched on.

It has no trigger or no steps

In the left panel, check the trigger and node counts. Either at 0? See set up a workflow automation.

The guest did not match the trigger

Click Triggers and check the trigger and its conditions.

• Upcoming Birthday fires the number of days before the birthday set in Days Until Next Birthday, such as In 7 days. Check the guest has a birthday on their profile.
• For a welcome email, check the trigger matches how guests join, such as Wifi Session Created, Loyalty Signup or Form Submitted.

The venue is not included

Venues in the left panel shows All or a count. Click it to change them.

The guest went through recently

Click Edit and check the Cool-down period (how long before a guest can enter again).

Check the runs

1. Click the Runs tab.
2. Under Filter by status, pick Failed if it shows, then click a guest's email for the detail.
3. To test, click Manual run, choose a Customer, then click Create run. This skips the trigger conditions.

Check it worked

The guest shows in Runs as Completed.

If that does not fix it

Email support at agent@stampede.ai with:

• The workflow name.
• The guest's email address, and when they should have got it.
• A screenshot of the Runs tab.

Good to know

• To see whether the email itself went out, use Email Audit.
• For opt-outs, see a guest unsubscribed or opted out.
• Without Marketing Plus, you see Marketing Plus is not on your plan.
• Only Admin, Moderator and Marketing can see Marketing.