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Find your symptom below. Each one lists the likely causes, most common first, and where to look. Start with the person’s timeline. Open them on the sequence’s People tab. It shows every send, reply, task, rule and pause, and answers most questions faster than any setting. The Sequencer is in early access, on Enterprise, Enterprise+ and Admin seats for teams in the early access program.

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Emails are not sending

A sequence sends only while it is on. Open it and check the toggle. Turning it on is refused when there are no steps, when there is an email step but no mailbox that can send, when the sequence is archived, or when its sending window never opens. The message says which.
A sequence sends from the mailboxes picked in its own settings. Otherwise, from the mailboxes assigned to the sequence’s owner (who created it). Otherwise, from the team’s shared mailboxes. Which rep owns each person does not change this. If none of those mailboxes can send, nothing goes out. Check the Assigned to column on Settings › Mailboxes. See Pool and assignment.
Steps only run inside the sequence’s days and hours, in the prospect’s timezone when it is known. With the default Monday to Friday, 8 AM to 5 PM window, a step due at 6 PM on Friday sends on Monday morning. Check the person’s next due time.
A mailbox that reached its Emails per day waits for the next day. A mailbox that was taken out of use, deleted or disconnected does not send. Open the mailbox to check.
A paused person gets nothing. The pause reason is on their enrollment: a rep, a reply, an out-of-office, a call disposition, a rule, or the sequence being turned off. Waiting means they are on hold for approval, or the sequence is not on yet.
The default rules skip email steps after 3 unopened emails in a row. The timeline shows the step as skipped, with the rule’s name.
Emails may go out but land in spam, or replies may have nowhere to go. Open the mailbox’s Domain authentication and fix SPF, DKIM, DMARC or MX. See Fix deliverability.

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People were not enrolled

The preview, and the sequence’s Not enrolled tab afterwards, show the reason for everyone who was left out. If adding people fails before any preview appears, the sequence is archived, has no steps, or has Pause adding people turned on. If far fewer people went in than you expected from a CRM source, check the source. People I own is CRM ownership, and My call queue is the CRM task queue. They are different people.

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Two reps emailed the same company

The default rules warn, but do not block, when another rep already has the contact in a sequence. They stop everyone else at a company only after a meeting or a positive reply. To block instead, change the Already in another sequence scenario to Do not enroll, and add a Contacted recently scenario set to Do not enroll. Both check the contact, not the company. To stop the rest of a company once one person engages, use the Finish everyone else at the company reaction. See Rules of engagement.

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A person is stuck

A rule held them for approval. The sequence’s owner or a team admin approves or rejects them on the People tab under Awaiting approval. The rep who added them cannot approve unless they are an admin.
Turning the sequence back on resumes exactly the people that turning it off paused. People a rep paused by hand stay paused and need a manual resume. You cannot resume or retry anyone while the sequence is off.
The person is usually waiting on a task. While a call, email-you-send or to-do task is open, the next step has no due time. Find the task in the owner’s Tasks. In a sequence timed On specific dates, the next step waits for its date.
The reason is on the enrollment. Most often an email step could not send because the sequence had no mailbox that could send. Fix the cause, then click Retry on the enrollment.
If the step has Skip if not done within (days), the task expires at that deadline and the person moves on. Without it, the task waits until someone acts.

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Tasks

Held tasks are hidden while the person’s sequence is paused, and come back when it picks up. Cancelled tasks are gone for good because the sequence ended (a reply, a bounce, an unsubscribe, or a rep finished it). Check the task’s activity timeline.
People with no number you can dial are never added. Otherwise, turn on the Calls filter and click Start dialing (or press C). It puts back any missing call task before it opens the dialer. Only a call logged from your Sequencer dial list completes the task. A call to the same person from another list does not.
Expiry comes from the step’s Skip if not done within (days). Lengthen or clear it on the step. Snoozing a task moves its deadline by the same amount, so snooze instead of leaving a task overdue.
Reassigning a task moves that one task. Later tasks still go to the enrollment’s owner. To hand over the person, reassign the enrollment on the sequence’s People tab. Emails do not follow either way: they always go out from the sequence’s mailboxes.

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Mailboxes and Google

Your Google Workspace has not trusted the Salesfinity Sequencer app yet. A Workspace admin sets it to Trusted in the Google Admin console (the connect dialog shows the Client ID and the steps). Then connect the mailbox again. This is a one-time change for your Workspace.
The connect is refused when Google keeps an earlier grant alive. Remove Salesfinity from the account’s third-party access at myaccount.google.com/permissions, then connect again.
Use an app password, not the account password. Check the servers and ports (the presets use SMTP 587 and IMAP 993), and check that IMAP is turned on for the account. The connect dialog shows your provider’s error, and whether sending or receiving failed.
Open Domain authentication. Two or more failing records, or no MX, is Critical. One failing record, or a warning such as SPF ending in ?all or DMARC at p=none, is Needs work. Each row shows what was found and the fix.
Rejected rows show your provider’s error. Duplicate means the address is already connected on your team, and nothing changed for it.

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Replies

Check the reply’s category and confidence on the timeline. An auto-reply changes nothing. An out-of-office pauses only an active sequence. With When they reply set to Keep going, interested, meeting and unclear replies leave the sequence running. A reply to a sequence that already finished lands in the Inbox but changes nothing.
Check, in order: auto-send is on; a draft was written (drafts are only written while the sequence is live, so Stop the sequence usually means no draft); the reply’s category is selected; it was read with at least 80% confidence; nobody edited the draft; the prospect did not write again; and the day’s limit was not reached.
An unsubscribe reply or link click opts the person out and adds their address to the do-not-contact list. If the reply was unclear (“please stop”, without the word unsubscribe), it may have been read as not interested. That finishes the sequence but does not add the address to the list, so another sequence can still reach them. Add the address to the do-not-contact list by hand.

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Still stuck?

Search the Salesfinity Help Center. When you contact support, include the sequence name and the person’s email, so the team can open their timeline.

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Next steps

Connect a mailbox

Set up sending and fix deliverability.

Enroll people

Every reason someone can be left out.

Set rules of engagement

Change what is blocked, held or skipped.

Handle replies

What each kind of reply does.