Troubleshooting: Why Are My Automation Emails Not Being Sent?

If your automation isn’t sending emails as expected, follow this troubleshooting guide:

Step 1: Verify Automation is Enabled

Go to Admin Panel > User Automations
Check the Status column
If showing “Disabled”, click “Edit” and enable it
Save changes

Step 2: Check Cron Job Setup

Verify Cron is Running:

Check server cron logs: /var/log/cron
Look for your automation cron entries
Ensure cron service is active: service cron status

Test Cron Manually:

Open the cron URL in your browser:

  https://yourdomain.com/publicuser/crons/automationInactiveUser/?cronsecret=YOUR_TOKEN

You should see success message
Check automation logs for new entries

Step 3: Verify Email Templates Are Configured

Check Email Steps:

Edit the automation
Scroll to email steps section
Ensure at least one email step is configured
Verify Subject and Content are not empty
Check that period/day numbers are set correctly

Step 4: Check User Eligibility Criteria

For Inactive User Automation:

Users must be inactive for specified period
Users must have sent at least one message previously
User account must not be expired
User balance must meet minimum requirement
Email address must be valid and not empty

For New User Automation:

Users must be registered for specified days
Users must not have purchased above threshold (if enabled)
Users must not have sent messages above threshold (if enabled)
Maximum days limit must not be exceeded
User account must not be expired

Step 5: Review Automation Logs

Go to automation “Logs” page
Look for recent log entries
Check “Execution Status” column:

SUCCESS: Emails sent successfully
FAILED: Check “Error Message” column for details
SKIPPED: User didn’t meet criteria (normal)

Common Error Messages:

Error Message	Solution
“Failed to send email”	Check SMTP configuration in system settings
“Invalid email address”	Update user’s email in their profile
“User expired”	Renew user account or adjust criteria
“Balance below minimum”	User needs more credits or adjust threshold

Step 6: Verify SMTP Settings

Go to Reseller Panel > White Label > SMTP Configuration
Verify SMTP settings are correct:

SMTP Host
SMTP Port
SMTP Username
SMTP Password
Encryption (SSL/TLS)

Send a test email to verify SMTP works

Step 7: Check Server Logs

Public Log File:

tail -f error_log

Look for entries like:

Inactive User Automation: Processing automation 'NAME' (ID: X)
Inactive User Automation: Found N inactive users for automation ID: X
Inactive User Automation: Completed processing 'NAME' - Sent: N, Failed: N, Skipped: N

Common Log Messages:

Log Message	Meaning
“No active automation found”	Automation is disabled or deleted
“No email templates configured”	Email steps are missing or empty
“Found 0 inactive users”	No users meet the criteria
“Invalid cron secret token”	Wrong token in cron URL

Step 8: Verify Product Configuration

Check Products Purchased Config:

Automation checks SMS/WhatsApp/Voice based on Products Purchased plans
If products aren’t configured, inactivity can’t be calculated
Verify in System Settings which products are enabled

Step 9: Review Execution Rules

Minimum Balance:

If set too high, many users will be skipped
Check typical user balances and adjust accordingly

Purchase/Message Thresholds:

For New User Automation, thresholds might be too low
Review and adjust if too many users are being skipped

Step 10: Database Query Performance

For large user databases (10,000+ users):

Cron execution might timeout
Consider increasing PHP max_execution_time
Monitor server resources during cron runs

Still Not Working?

Contact Support:

Provide automation ID
Share recent log entries
Include cron command and schedule
Describe expected vs. actual behavior
Mention any recent changes made

Temporary Manual Execution:

While troubleshooting, you can manually trigger cron via browser
This helps identify if issue is with cron schedule or automation logic