Wix Automations: Troubleshooting Wix Automations
7 min read
If you're having trouble with Wix Automations, it could be an issue with the way your automations are set up. It could also be a local issue such as your internet connection. Follow the relevant troubleshooting steps below to find a resolution.
In this article, learn how to troubleshoot:
Automation is not triggering
Step 1 | Check the automation summary
Step 2 | Check that the right trigger app and filter (session, event, form, etc.) was set
.Step 3 | Check the timing
Step 4 | Check the frequency
Automations don't run retroactively:
As a workaround, you can manually add recipients to an email automation. That way, even if they weren't included in the initial trigger, they will be part of the automation once added.
An automation triggers only for sessions/events/pricing plans/invoices that were booked/purchased/created after the automation was created.
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.
Examples:
- An automation that sends "thank you" emails after a purchase 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.
- An automation is created to notify users when a pricing plan has expired. It will only be triggered for those who purchased a pricing plan after the automation was set up.
- A Wix Event automation is set up to trigger when an event ends. Clients must be checked-in before the event ends to trigger the automation.
As a workaround, you can manually add recipients to an email automation. That way, even if they weren't included in the initial trigger, they will be part of the automation once added.
Automation is triggering, but automated email isn't sent
Step 1 | Check automation statistics
.Step 2 | Check the spam folder
Step 3 | Check that the recipient's email address is active
Step 4 | Check that the recipient's email address is valid
Issues with Wix Forms
Step 1 | Check that the form was successfully submitted
Step 2 | Check that the right trigger app is selected
Step 3 | Check that the right form is selected as part of your trigger
Step 4 | Make sure there is an email/phone field in your form
Step 5 | Check that the email field is the correct form field type
Step 6 | Check that the email field is synced with an email field in your Contact List
Step 7 | Check if you hold multiple emails addresses for one contact
Notes:
- Changing your automation timing resets actions that are "pending" for that automation. For 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).
- You can 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.
Still not working?
If the problem persists, contact us with a screenshot or video of the issue (if a video, recreate the issue while recording the steps).
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