{"id":898,"date":"2025-10-11T01:07:23","date_gmt":"2025-10-11T01:07:23","guid":{"rendered":"https:\/\/smppcenter.com\/kb\/?p=898"},"modified":"2025-10-11T01:07:25","modified_gmt":"2025-10-11T01:07:25","slug":"troubleshooting-why-are-my-automation-emails-not-being-sent","status":"publish","type":"post","link":"https:\/\/smppcenter.com\/kb\/troubleshooting-why-are-my-automation-emails-not-being-sent\/","title":{"rendered":"Troubleshooting: Why Are My Automation Emails Not Being Sent?"},"content":{"rendered":"\n

If your automation isn’t sending emails as expected, follow this troubleshooting guide:<\/p>\n\n\n\n

Step 1: Verify Automation is Enabled<\/strong><\/h4>\n\n\n\n
    \n
  1. Go to Admin Panel > User Automations<\/strong><\/li>\n\n\n\n
  2. Check the Status<\/strong> column<\/li>\n\n\n\n
  3. If showing “Disabled”<\/strong>, click “Edit”<\/strong> and enable it<\/li>\n\n\n\n
  4. Save changes<\/li>\n<\/ol>\n\n\n\n

    Step 2: Check Cron Job Setup<\/strong><\/h4>\n\n\n\n

    Verify Cron is Running:<\/strong><\/p>\n\n\n\n

      \n
    • Check server cron logs: \/var\/log\/cron<\/code><\/li>\n\n\n\n
    • Look for your automation cron entries<\/li>\n\n\n\n
    • Ensure cron service is active: service cron status<\/code><\/li>\n<\/ul>\n\n\n\n

      Test Cron Manually:<\/strong><\/p>\n\n\n\n

        \n
      • Open the cron URL in your browser:<\/li>\n<\/ul>\n\n\n\n
          https://yourdomain.com\/publicuser\/crons\/automationInactiveUser\/?cronsecret=YOUR_TOKEN<\/code><\/pre>\n\n\n\n
          \n
        • You should see success message<\/li>\n\n\n\n
        • Check automation logs for new entries<\/li>\n<\/ul>\n\n\n\n
          Step 3: Verify Email Templates Are Configured<\/strong><\/h4>\n\n\n\n
          Check Email Steps:<\/strong><\/p>\n\n\n\n
            \n
          1. Edit the automation<\/li>\n\n\n\n
          2. Scroll to email steps section<\/li>\n\n\n\n
          3. Ensure at least one email step is configured<\/li>\n\n\n\n
          4. Verify Subject and Content are not empty<\/li>\n\n\n\n
          5. Check that period\/day numbers are set correctly<\/li>\n<\/ol>\n\n\n\n
            Step 4: Check User Eligibility Criteria<\/strong><\/h4>\n\n\n\n
            For Inactive User Automation:<\/strong><\/p>\n\n\n\n
              \n
            • Users must be inactive for specified period<\/li>\n\n\n\n
            • Users must have sent at least one message previously<\/li>\n\n\n\n
            • User account must not be expired<\/li>\n\n\n\n
            • User balance must meet minimum requirement<\/li>\n\n\n\n
            • Email address must be valid and not empty<\/li>\n<\/ul>\n\n\n\n
              For New User Automation:<\/strong><\/p>\n\n\n\n
                \n
              • Users must be registered for specified days<\/li>\n\n\n\n
              • Users must not have purchased above threshold (if enabled)<\/li>\n\n\n\n
              • Users must not have sent messages above threshold (if enabled)<\/li>\n\n\n\n
              • Maximum days limit must not be exceeded<\/li>\n\n\n\n
              • User account must not be expired<\/li>\n<\/ul>\n\n\n\n
                Step 5: Review Automation Logs<\/strong><\/h4>\n\n\n\n
                  \n
                1. Go to automation “Logs”<\/strong> page<\/li>\n\n\n\n
                2. Look for recent log entries<\/li>\n\n\n\n
                3. Check “Execution Status”<\/strong> column:<\/li>\n<\/ol>\n\n\n\n
                    \n
                  • SUCCESS:<\/strong> Emails sent successfully<\/li>\n\n\n\n
                  • FAILED:<\/strong> Check “Error Message”<\/strong> column for details<\/li>\n\n\n\n
                  • SKIPPED:<\/strong> User didn’t meet criteria (normal)<\/li>\n<\/ul>\n\n\n\n
                    Common Error Messages:<\/strong><\/p>\n\n\n\n
                    Error Message<\/th>Solution<\/th><\/tr><\/thead>
                    “Failed to send email”<\/td>Check SMTP configuration in system settings<\/td><\/tr>
                    “Invalid email address”<\/td>Update user’s email in their profile<\/td><\/tr>
                    “User expired”<\/td>Renew user account or adjust criteria<\/td><\/tr>
                    “Balance below minimum”<\/td>User needs more credits or adjust threshold<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n
                    Step 6: Verify SMTP Settings<\/strong><\/h4>\n\n\n\n
                      \n
                    1. Go to Reseller Panel > White Label > SMTP Configuration<\/strong><\/li>\n\n\n\n
                    2. Verify SMTP settings are correct:<\/li>\n<\/ol>\n\n\n\n
                        \n
                      • SMTP Host<\/li>\n\n\n\n
                      • SMTP Port<\/li>\n\n\n\n
                      • SMTP Username<\/li>\n\n\n\n
                      • SMTP Password<\/li>\n\n\n\n
                      • Encryption (SSL\/TLS)<\/li>\n<\/ul>\n\n\n\n
                          \n
                        1. Send a test email to verify SMTP works<\/li>\n<\/ol>\n\n\n\n
                          Step 7: Check Server Logs<\/strong><\/h4>\n\n\n\n
                          Public Log File:<\/strong><\/p>\n\n\n\n
                          tail -f error_log<\/code><\/pre>\n\n\n\n
                          Look for entries like:<\/p>\n\n\n\n
                          Inactive User Automation: Processing automation 'NAME' (ID: X)\nInactive User Automation: Found N inactive users for automation ID: X\nInactive User Automation: Completed processing 'NAME' - Sent: N, Failed: N, Skipped: N<\/code><\/pre>\n\n\n\n
                          Common Log Messages:<\/strong><\/p>\n\n\n\n
                          Log Message<\/th>Meaning<\/th><\/tr><\/thead>
                          “No active automation found”<\/td>Automation is disabled or deleted<\/td><\/tr>
                          “No email templates configured”<\/td>Email steps are missing or empty<\/td><\/tr>
                          “Found 0 inactive users”<\/td>No users meet the criteria<\/td><\/tr>
                          “Invalid cron secret token”<\/td>Wrong token in cron URL<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n
                          Step 8: Verify Product Configuration<\/strong><\/h4>\n\n\n\n
                          Check Products Purchased Config:<\/strong><\/p>\n\n\n\n
                            \n
                          • Automation checks SMS\/WhatsApp\/Voice based on Products Purchased<\/code> plans<\/li>\n\n\n\n
                          • If products aren’t configured, inactivity can’t be calculated<\/li>\n\n\n\n
                          • Verify in System Settings which products are enabled<\/li>\n<\/ul>\n\n\n\n
                            Step 9: Review Execution Rules<\/strong><\/h4>\n\n\n\n
                            Minimum Balance:<\/strong><\/p>\n\n\n\n
                              \n
                            • If set too high, many users will be skipped<\/li>\n\n\n\n
                            • Check typical user balances and adjust accordingly<\/li>\n<\/ul>\n\n\n\n
                              Purchase\/Message Thresholds:<\/strong><\/p>\n\n\n\n
                                \n
                              • For New User Automation, thresholds might be too low<\/li>\n\n\n\n
                              • Review and adjust if too many users are being skipped<\/li>\n<\/ul>\n\n\n\n
                                Step 10: Database Query Performance<\/strong><\/h4>\n\n\n\n
                                For large user databases (10,000+ users):<\/p>\n\n\n\n
                                  \n
                                • Cron execution might timeout<\/li>\n\n\n\n
                                • Consider increasing PHP max_execution_time<\/code><\/li>\n\n\n\n
                                • Monitor server resources during cron runs<\/li>\n<\/ul>\n\n\n\n
                                  Still Not Working?<\/strong><\/h4>\n\n\n\n
                                  Contact Support:<\/strong><\/p>\n\n\n\n
                                    \n
                                  • Provide automation ID<\/li>\n\n\n\n
                                  • Share recent log entries<\/li>\n\n\n\n
                                  • Include cron command and schedule<\/li>\n\n\n\n
                                  • Describe expected vs. actual behavior<\/li>\n\n\n\n
                                  • Mention any recent changes made<\/li>\n<\/ul>\n\n\n\n
                                    Temporary Manual Execution:<\/strong><\/p>\n\n\n\n
                                      \n
                                    • While troubleshooting, you can manually trigger cron via browser<\/li>\n\n\n\n
                                    • This helps identify if issue is with cron schedule or automation logic<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"
                                      If your automation isn’t sending emails as expected, follow this troubleshooting guide: Step 1: Verify Automation is Enabled Step 2: Check Cron Job Setup Verify Cron is Running: Test Cron Manually: Step 3: Verify Email Templates Are Configured Check Email Steps: Step 4: Check User Eligibility Criteria For Inactive User Automation: For New User Automation: […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[301],"tags":[],"class_list":["post-898","post","type-post","status-publish","format-standard","hentry","category-automation"],"_links":{"self":[{"href":"https:\/\/smppcenter.com\/kb\/wp-json\/wp\/v2\/posts\/898","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/smppcenter.com\/kb\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/smppcenter.com\/kb\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/smppcenter.com\/kb\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/smppcenter.com\/kb\/wp-json\/wp\/v2\/comments?post=898"}],"version-history":[{"count":0,"href":"https:\/\/smppcenter.com\/kb\/wp-json\/wp\/v2\/posts\/898\/revisions"}],"wp:attachment":[{"href":"https:\/\/smppcenter.com\/kb\/wp-json\/wp\/v2\/media?parent=898"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/smppcenter.com\/kb\/wp-json\/wp\/v2\/categories?post=898"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/smppcenter.com\/kb\/wp-json\/wp\/v2\/tags?post=898"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}