The daily email limit and why a step was skipped
Automations send at most three emails per person per day. What happens to an email over the limit, and what each skip reason on the Activity page means.
- automations
- troubleshooting
When an automation email does not arrive, one of two things happened. Either it hit the daily limit, or Drry skipped the step for a reason it records on the Activity page. This article covers both.
The daily limit
A person gets at most three automation emails in any rolling 24 hours, counted across all your automations. It protects their inbox when several journeys overlap. Direct messages from a Send a message step, heads-ups to you, and mail that is not from an automation are not counted.
What happens to an email over the limit depends on the journey:
A journey with no event-timed step: the email is held. The person waits at that step until the earliest of those three emails is a day old, then it sends. It arrives late, not never.
A journey with an event-timed step: the email is skipped and the person carries on to the next step. A held "we start in an hour" would land after the doors closed, so losing one email is better than sending a stale one.
If several automations overlap, spread the waits out. For weekly events, runs for neighbouring sessions overlap, so see Run an automation for every session of a recurring event.
Your monthly send allowance
Every automation email also counts toward your send allowance. When it is used up, each email step is skipped for that person and is not sent later, and the Activity page shows Out of sends. The allowance resets when your billing period does. See Your send allowance.
Skip reasons on the Activity page
Open the automation and press Activity. The Skipped column names the reason for each person. A skip never delays anyone: they move on to the next step.
Unsubscribed: they opted out of your emails. They stay in the journey and each email is skipped.
Lost access: they are no longer a member with access, so the journey stayed quiet.
They joined: on a Signed up, didn't join journey, they joined your community, so the lead email was not sent.
They are gone: the person was removed or their contact was deleted.
No email attached: the step has no email chosen, or the one it pointed at was deleted.
Email is empty: the email on the step has no content yet.
Event details missing: the email needs its event. Check the event is still published, and that its public page is on if the journey reaches people outside your community.
Offer not in effect: the email carries an offer and none was in effect for that person, because they already used it or it ended, filled up or no longer applies.
Purchase content: the email holds something only a product's receipt, download or refund email fills in.
Checkout details missing: the email fills in the item someone left at checkout and there was none.
They bought it: on a checkout reminder, they paid since, so no reminder.
Reminded today: that address already had a checkout reminder in the last day.
Out of sends: you have used this period's email allowance.
Not on your plan: automations need Creator or Growth. Your journeys keep running but cannot email.
Sending paused: your sending is paused over spam complaints, so no bulk email goes out.
Community paused: your community is paused, so nothing is being sent. Contact support.
Send failed: something went wrong sending, and Drry has been told about it.
Could not reach you: a Notify coach heads-up had nowhere to go. Check the email address on your account.
The skips that say something is wrong with the journey or your account (no email, empty email, out of sends, not on your plan, sending paused) are the ones to fix. The rest, such as Unsubscribed and They bought it, are the automation doing its job.