Wix Automations: Troubleshooting Wix Automations

Check that the correct app, trigger and action have been selected for your automation.

Each automation is linked to a specific app (for example, Wix Stores or Wix Bookings). You choose the app when you set your trigger.

Check the timing of your automation.

When setting up your automation, you selected when it should respond to the trigger (for example, immediately or after one day). If you notice that the automation doesn't run when expected, go back and check the timing.

Automations don't run retroactively. When an automation is inactive (has been deactivated or hasn't yet been activated), trigger data won't be collected. When you reactivate a deactivated automation, it will resume collecting trigger data from the point it is reactivated.

For example, an automation that sends "thank you" emails following purchases is deactivated on Monday. Jane makes a purchase on Tuesday. The automation is reactivated on Wednesday. Jane won't receive a "thank you" email because the automation couldn't collect the trigger data on the day of Jane's purchase.

Check the most recent statistics for your automations.

View the statistics of an automation to see how many times it has been triggered, as well as the most recent activity.

Check if the automation was set to run once per contact.

If you've set your automation to Send once per contact, it only runs the first time your visitor (or you, if you're testing your automation) performs the action.

Changing the timing of an automation may affect any actions that are "pending" for that automation. "Pending" actions have been triggered but haven't yet taken place (the timing has been set for them to occur after a certain period of time).

Example: John has set up an automation that reminds customers about abandoned carts after 3 hours. Mary abandoned her cart at 12pm. If John edits this automation at 2.30pm, changing the action timing to 2 hours, Mary will not be reminded (the point at which Mary's cart was abandoned for 2 hours has already passed).

If your automation's trigger is Form submitted, the trigger is reliant on specific contact details to complete the action. If these contact details are missing, the action cannot be completed.

For example:

Form requirements for automations:

If your form has an email field and actions such as Send an email are greyed out, please try to re-publish your site. If after publishing the site the issue still persists, please contact Wix Customer Care for support.

Check that the email field in your form is synced correctly.

The email field in your form needs to be synced to your Contact List. The field synced must be either Email or Email (Main). If it’s anything else, it won't work as an email field. After your visitor submits such a form, a contact is not created and automation cannot be sent.

Learn more about checking and editing form fields.

Test an automation by submitting a test form.

Make sure you are logged out of your Wix account before submitting a form to test an automation. If you are logged in when submitting a form, your email address and the test email address will become merged under the same contact. When one contact has multiple email addresses, emails from automations are sent to the email address used when filling in the form.

Check the spam folder.

When you set an automation to send an email to your contact, it could end up in their spam folder. They (or you, if you're testing the automation) should go to their inbox and look for the email in that folder as well. Learn more about automations sent through Wix Email Marketing being marked as spam.

If checking the spam folder doesn't solve the issue, please whitelist the following emails:

Finally, ensure the email recipient has an active email account. Check that the recipient's email address is active and that they've subscribed to your mailing list. If your automation sends an email to an inactive contact, the email will not go through.

Check if your contact has multiple email addresses.

When an automated email is sent to a contact, this email is sent to the email address the contact added to the Email field on your form when they submitted it. This applies whether or not this is the first email listed on their contact card. Learn more about viewing a list of the recipients of your automated email (also known as your email campaign).

Customize the email template your automation is using.