Use this checklist when an automation does not produce the expected result. Start with one affected card and the automation’s exact name rather than changing several settings at once.
1. Find the run and identify the problem
Open the board’s Diagnostics view, if available. Review Automation Count and Automation Warnings. Select the automation name to open Automation Detail, then compare the Editor and Logs tabs.
- No matching run: check the trigger and eligibility in step 2.
- A scheduled or delayed action: check its configured timing before treating it as a failure.
- A run with an error: read the exact error and use step 3.
A run count shows execution activity, not proof that a message reached its recipient or that every intended result occurred. Check the affected card and conversation for the actual outcome.
2. Check the trigger, conditions and timing
- Confirm you are reviewing the correct board and automation, and that it is enabled for the intended workflow. Check both the list’s Enabled column and the editor’s Status; a draft is not an active automation. If Logs shows No Entries Found, do not treat that as evidence of a successful run.
- Compare its trigger and conditions with the affected card’s current stage, field values and dates. Matching a stage or condition now does not by itself prove that the required trigger occurred.
- Check configured delays or date criteria. For custom-condition workflows, card changes cause condition checks, while periodic reevaluation can take up to 15 minutes. This is not a delivery guarantee for every automation.
- Note how the card was created or changed: manually, by an integration, by an API request or by another automation. Include this when asking Support to investigate trigger behavior.
Do not repeatedly change stages or toggle an automation just to force a run. That can create unintended actions.
3. Resolve the reported error
No valid email or SMS recipient
The action could not resolve a usable recipient.
- Check which contact or field the automation is configured to use.
- Open the card’s Details and Related tabs. Confirm the intended Resident, Owner, Vendor or other contact is linked in the expected place.
- Check that this contact has the email address or phone number required by the action.
Adding an unrelated contact is not enough. Correcting the data also does not confirm that the failed message has been sent.
Channel not found
The action could not use the expected sending inbox or phone line.
- Review the sending channel selected in the automation.
- Confirm that the channel is still connected and that the relevant user has access to it.
- If the action relies on an assignee’s default inbox, ask that assignee to check their default inbox in Settings → My Profile.
Reconnect or change the channel only after confirming which one the workflow should use. Ask an administrator if you cannot inspect its connection or access settings.
No valid template found
Check that the automation points to an available, active template. An archived template can remain referenced by an automation but cannot be used to generate its message. Select the intended active template before considering a retry.
4. Verify before retrying
Check card activity, existing tasks and the relevant conversation first. Confirm whether the action already happened, is still pending or truly failed.
Only retry after fixing the cause and confirming that doing so will not duplicate a message, task or other action. If you cannot establish the previous outcome or the safe retry method, ask Support before proceeding. After a retry, verify the actual result—not just an increased run count.
For new or changed automations, use an isolated test card and safe test recipients before applying them to live work.
5. Send useful details to Support
Include the board and card links, automation name, exact error, expected action, approximate time and time zone, how the card changed, and what you already checked. Add a screenshot of the warning and relevant settings; omit passwords, tokens and unnecessary personal information.