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Troubleshooting: Subscribers Waiting in a Visual Automation
Troubleshooting: Subscribers Waiting in a Visual Automation

Here's what to check if your Subscribers are waiting in an automation.

Updated over a week ago

Subscribers are 'waiting' in your automation... but why?

When you see a notification about 'subscribers waiting here' within a visual automation, it typically means that those Subscribers have completed the previous step, but there is something preventing them from moving on to the next step.

There are a few different reasons this could be happening.

☝️NOTE: You can view the list of waiting Subscribers by clicking directly on the 'x subscribers waiting here' box.

Without further ado, here's what to look for:

1. Your automation is paused

When you create a new Automation, it'll be paused by default until you're ready to set it live. If you forget to set it live, and Subscribers start entering that Automation via its entry point(s), they'll be stuck waiting at the top until it is unpaused.

You can check if your Automation is paused via the toggle near the top right of your screen. If it is paused, simply click on it to activate it!

That's it! Once your Automation is live, those waiting Subscribers will start moving along shortly.

NOTE: Because our Automation pages are cached to improve performance, it may take several minutes before the 'subscribers waiting here' box disappears and the stats refresh.

2. The Subscribers are stuck before an event condition

Subscribers will only move to event steps once they meet the requirements. Otherwise, the event will act as a roadblock of sorts. 🚧

☝️ TIP: Events can be identified by their red-colored icon.

For example, if you set up an event for a future date and time, Subscribers will be stuck 'waiting' before it until that date/time arrives:

Similarly, if an event is waiting for a particular tag to be added and the Subscriber doesn't have that tag yet, that will also cause them to wait:

Simply put, Subscribers will always wait before an event node unless (or until) that event occurs.

To learn more about how events work, check out our article here. We also have a video demonstration on how they can be used strategically in sales sequences!

3. The automation page is cached

If nothing above seems to explain why your Subscribers are waiting, it's possible they actually are moving along just fine, and the Automation page is simply cached.

☝️ TIP: If you suspect the page might be cached, try clicking on the 'x subscribers waiting here' box. The list of Subscribers on this page is never cached, so if the total number you see here doesn't match the message in the Automation, your Subscribers are, in fact, moving, and you just need to wait a while for the Automation's cache to catch up. If it's been more than an hour and the message persists, feel free to contact our support team to clear the Automation's cache manually.

If caching is the issue, everything should automatically update within the next several minutes (in rarer cases up to an hour), with no additional action on your part.

Still having trouble?

If none of the above seem to explain why your subscribers are waiting, or if it's been longer than an hour and the cached stats still haven't updated, please reach out to us and let us know the name of the automation so we can take a closer look.

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