If an Automation didn’t behave the way you expected, it’s usually due to one of the checks below. Before reaching out to support, walk through this list — it often answers the question faster than a ticket.
1️⃣ Is the Automation Turned On?
First, confirm that the Automation is enabled.
Go to Automations in your Loyalsnap portal.
Make sure the toggle is switched ON.
If an Automation is turned off, it will not run — even if all other conditions are met.
📍 Where to check: Toggle an Automation On/Off
2️⃣ Is the Automation Associated With a Package, Contract, Client Status, or Static List?
Many Automations are scoped to specific groups of clients. Check whether the Automation is limited by any of the following:
Packages
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If the Automation is associated with one or more packages, confirm:
The client currently has that package
The package is their current active package
Contracts
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If the Automation is tied to a contract(s), confirm:
The client has the correct contract
The contract is currently active, not inactive
Client Status
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If the Automation uses client status, confirm:
The client’s status on their Loyalsnap profile matches the status(es) associated with the Automation
Static Client Lists
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If the Automation is linked to a static list, confirm:
The client is included in that list
If a client does not meet all required criteria, the Automation will not run for them.
📍 Where to check: Client Details Page: Overview
3️⃣ Has the Client Opted Out of Email or SMS?
Client communication preferences apply to all Automations.
Confirm whether the client has:
Opted out of email
Opted out of SMS
If a client is opted out of a communication channel, messages sent via that channel will not be delivered, even if the Automation otherwise runs correctly.
📍 Where to check: Client Details Page: Overview
4️⃣ Did the Client Meet the Trigger Condition?
Automations only run when a client meets the trigger condition defined in the Automation.
Confirm:
The client met the trigger condition
The trigger occurred before the Automation was scheduled to run
Examples of trigger conditions include:
Number of visits
Days since purchase
Birthday
Package or contract events
If the trigger condition wasn’t met at the right time, the Automation will not fire.
📍 Where to check: Request or Update Custom Automations
5️⃣ Important Timing Notes About Automations
A few important things to keep in mind:
Automations do not run retroactively for past activity
Editing an Automation after a client meets the trigger does not re-trigger it
Automations evaluate conditions based on the client’s state at the time they run
This means an Automation may be working as designed even if it didn’t send in the way you expected.
Still Need Help?
If you’ve checked all of the above and things still don’t look right, we’re happy to investigate further.
When reaching out to support, including the following helps us troubleshoot quickly:
Automation name
Client name or email who you believe should have received an Automation
What you expected to happen
What actually happened
Relevant dates or timing
Why This Matters
Most Automation questions come down to:
Eligibility (packages, contracts, status, lists)
Timing (when a trigger was met)
Communication preferences
Walking through these checks helps clarify whether an Automation is truly broken or behaving as designed, and helps us resolve issues faster when support is needed!