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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.
An email with a variable that is empty and has no fallback is not sent when the email is set to Wait for me. It becomes a task marked Waiting for you in the Tasks of the rep the person is assigned to, with what is missing. Fill the gap and send it. To stop it happening, give the variable a fallback, or choose Send it anyway. See When a variable is empty.
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 added

The preview shows the reason for everyone who would be left out. The sequence’s Not added tab shows it afterwards for the people who were turned away as they were added. Rows with no email or LinkedIn never get that far. The add-people page counts them. From a list or a connected tool they are also in the banner’s not added count. Rows left out of a CSV or a paste are not. 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. Everyone 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 flag, but do not keep out, someone another rep is already working in a sequence. They stop everyone else at a company only after a meeting or an interested reply. To keep people out instead, change Flag people another rep is already working to Don’t add, and add a Contacted recently rule set to Don’t add. Both check the person, not the company. To stop the rest of a company once one person engages, add a What happens next rule with Stop everyone else at the company. 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, or an email is waiting for you, 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, or because a file on the email can’t be found (Not sent: the file ”…” can’t be found). Fix the cause, such as removing the file from the email, 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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Variables and files

A variable in the email doesn’t exist, often a typo such as {{fisrt_name}}. Click the red chip and use the Did you mean fix, or remove it. A custom field your team doesn’t have is refused the same way. Add it first under Settings › Fields on the People page. In a call or to-do, the message shows under the name or the note.
The email is set to Send it anyway, which is how every email saved before the choice existed works. The person’s timeline says Sent without: and names the variable. Give the variable a fallback, or switch the email to Wait for me.
The person has no value for that variable, and the step’s name or note gives it no fallback. Fill in the person’s record, or click the variable in the step and add a fallback.

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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.