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updatedAt: 2026-09-30T06:51:40.000Z
agentTools:
projectIndex: https://docs.yespo.io/llms.txt
---
# Workflow Troubleshooting
If you have some problems with the workflow functioning, check the following typical setup issues
If you have some problems with the workflow functioning, check the following typical setup issues.
## Workflow Does Not Launch
1. Check your workflow status in the workflow list (**Automation** → **Workflows**).
It should be **Active** (a green indicator is displayed next to the name).
If it’s **Not active**, click the **Activate** button.
2. Check the event launching a workflow. If the workflow should be launched by the event transferred via API, make sure you transfer it and select it in the dropdown list in the **Start configuration**.
3. Check if the workflow launches were registered in the system.
See the workflow statistics.
If all statistics values are zero, the workflow was never run.
4. Make sure there is an event that should launch the workflow in **Automation → Event history**. See whether the event is linked with the corresponding workflow.
5. If the [event is triggered by clicking on the button](https://docs.yespo.io/docs/how-add-scenario-button) in the message, check whether the event and the button are linked.
Ensure that events in trigger configuration and in the message corresponding to each other.
## The Event Was Registered, but the Workflow Did Not Start
If the event is visible in **Automation** → **Event history** but the workflow produced nothing, check whether the contact already existed when the event arrived. The launch is recorded even without a contact, but the blocks that need one cannot work: a sending block with the **Email** and **Contact ID** fields empty ends with the `Empty contact media` error.
The same error appears when the event that started the workflow carries no contact identifier in `params`. The event's `keyValue` doesn't identify a contact, so pass `externalCustomerId`, `email`, or `phone` in `params`.
To avoid this:
* Send the event only after the contact creation request has returned a successful response.
* Or add a short pause between creating the contact and sending the event.
## How Often Segment-Triggered Workflows Start
Workflows triggered by an event start as soon as the event is registered. Workflows triggered by a segment or a group start in batches once an hour, so a contact that has just entered the segment can wait up to an hour before the workflow starts.
This is a different mechanism from segment recalculation, which decides who belongs to a dynamic segment and runs daily from 3 a.m. to 4 a.m. A contact therefore first has to be included by recalculation, and only then picked up by the hourly launch batch. See [Regular Workflow for a Segment](https://docs.yespo.io/docs/how-launch-regular-workflow-segment-support).
## The Workflow Reads Contact Data That Is Not Updated Yet
Contact creation and contact enrichment are asynchronous. If the workflow checks a contact field or a segment membership immediately after the **Start** block, the check can run before the contact data has been written, and the workflow takes the wrong branch.
Add a short **Timer** block or a contact-retrieval block right after **Start**. This removes the race between the event and the contact update, and the condition is evaluated against the current data.
## Workflow Launch, but Works Incorrectly
1. Check the settings of the workflow blocks.
Enter the workflow, click on each block and inspect its settings:
* Have you selected the message in the **Message** field?
* Have you specified the correct variable in the **Email** field?
It should match the variable you pass in the event (you can see your event parameters in **Automation** → **Event history**).
2. Check the correctness of the workflow structure. All blocks should be connected to each other. For example, a common mistake is to connect two blocks through another one.
3. If all settings are correct, but some users didn’t receive the messages from the workflow, inspect the contact information of these users.
Maybe they are unsubscribed, blacklisted, over your sending limit, and so on. You can see this information in the **Campaigns** → **Single reports** section. Enter the contact ID in the search bar and see the details of delivery errors. Also, you can see contact information in **Contacts** → **All contacts** section.
## A Triggered Message Arrives with a Delay
A noticeable delay between the trigger event and the email arriving at the recipient can originate inside the platform, while the message is queued for sending — not only at the recipient's mail server.
> 🚧 Important
>
> This is the explanation of a single incident, not a service level guarantee. No p50/p95 figures are published for event ingestion, internal queueing, or acceptance by the recipient's server.
To have a specific delay investigated, supply the delivered `.eml` file with the full `Received` headers. You can also check the status of an instant message [through the API](https://docs.yespo.io/docs/integration-with-api).
***
> 📘 Note
>
> If a workflow stops sending because a segment hit its group contact-count launch limit, there's no dedicated system alert for that specific case. If you want to be notified when this happens, set up your own account notification to watch for it rather than relying on a built-in warning.
These are the basic settings that you should check if you encounter problems. If, after review, you still have troubles, please contact our support team.