> ## Documentation Index
> Fetch the complete documentation index at: https://docs.salesfinity.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Sequencer troubleshooting

> Symptom-by-symptom guide for support: emails not sending, people refused at enrollment, enrollments stuck or paused, tasks missing, mailbox and Google errors, replies not handled.

Each entry lists the symptom, the most likely causes in order, and where to look. Every enrollment
has an event timeline (open the person in the sequence's people list); it answers most questions
faster than any setting.

## Emails are not sending

<AccordionGroup>
  <Accordion title="The sequence is not enabled">
    A sequence sends only while **enabled**. Open it and check the toggle. Enable is refused when
    there are no steps, or when an email step exists and no mailbox is available to the sequence.
  </Accordion>

  <Accordion title="The rep has no mailbox">
    Emails send from the enrollment owner's assigned mailbox, or from the shared pool if they have
    none. If the owner has no assignment and the pool is empty, nothing can send. Check
    **Mailboxes › Belongs to** and the pool.
  </Accordion>

  <Accordion title="It is outside the sending window">
    Automatic emails only go out inside the sequence's days and hours, in the prospect's timezone
    when known. A step due at 6 PM Friday sends Monday morning. Check the enrollment's
    **next step due** time.
  </Accordion>

  <Accordion title="The mailbox hit its daily limit or is disabled">
    A mailbox that reached its daily limit waits for tomorrow. A mailbox that is disabled or
    suspended does not send at all. Open the mailbox to check both.
  </Accordion>

  <Accordion title="The enrollment is paused, held or pending">
    A paused enrollment does not send. The pause reason is on the enrollment: rep paused, reply
    action, rule, or **sequence disabled**. A pending enrollment is either awaiting approval or
    waiting for the sequence to be enabled.
  </Accordion>

  <Accordion title="A rule skipped the step">
    The default policy skips email steps after three unopened emails. The timeline shows
    **step skipped** with the rule name.
  </Accordion>

  <Accordion title="The mailbox is in a critical DNS state">
    Sends may go out but land in spam. Open the mailbox's DNS check and fix SPF, DKIM or DMARC.
  </Accordion>
</AccordionGroup>

## People were refused at enrollment

The preview and the sequence's **enrollment attempts** list show the reason for every refusal.

| Reason shown               | Fix                                                                                                            |
| -------------------------- | -------------------------------------------------------------------------------------------------------------- |
| Policy: *rule name*        | The named rule blocked them (open deal, CRM opt-out, or a custom scenario). Fix the record or adjust the rule. |
| Suppressed                 | On the do-not-contact list. Only remove if it was added by hand in error.                                      |
| Already enrolled           | A live enrollment exists in this sequence. Finish it to restart the person.                                    |
| Throttle: capacity / daily | Raise the sequence throttle or wait.                                                                           |
| Contact not found          | The row had no email and no phone, or the CRM record could not be read.                                        |

If far fewer people enrolled than expected from a CRM list, check the list scope: **my contacts**
is CRM ownership, **my call queue** is the CRM task queue. They are different sets.

## An enrollment is stuck

<AccordionGroup>
  <Accordion title="Pending with reason: approval">
    A rule held it for approval. A manager approves or rejects it from the people list under
    **Awaiting approval**.
  </Accordion>

  <Accordion title="Paused with reason: sequence disabled">
    Enabling the sequence resumes exactly the enrollments that disable paused. Enrollments a rep
    paused by hand stay paused and need a manual resume.
  </Accordion>

  <Accordion title="Active but the next step never comes due">
    The next step date is rolled into the sending window. If the sequence's schedule has no open
    days, nothing ever becomes due. Check days of week and hours.
  </Accordion>

  <Accordion title="Failed">
    The failure reason is on the enrollment: usually a mailbox that was deleted or lost its
    connection. Fix the mailbox, then use **Retry** on the enrollment.
  </Accordion>

  <Accordion title="Waiting on a task nobody is doing">
    A manual step is a task. If it stays open, the step's auto-skip delay eventually expires it
    and the enrollment moves on. If there is no auto-skip, it waits until someone acts.
  </Accordion>
</AccordionGroup>

## Tasks

<AccordionGroup>
  <Accordion title="A task disappeared from the inbox">
    Held tasks are hidden while the enrollment is paused and return when it resumes. Cancelled
    tasks are gone for good because the enrollment ended (reply, bounce, unsubscribe, rep finished
    it). Check the task's state in its activity timeline.
  </Accordion>

  <Accordion title="A call task is not in my dial list">
    Click **Open call list** on the tasks page; it rebuilds the system dial list from the open call
    tasks. Completing a call to the person from any list also completes the task.
  </Accordion>

  <Accordion title="A task expired that we did not want to lose">
    Expiry comes from the step's auto-skip delay. Lengthen or remove it on the step. Snoozing a
    task moves the deadline with it, so snooze rather than leave a task overdue.
  </Accordion>

  <Accordion title="Reassigning did not move the emails">
    Reassigning a sequence task reassigns the whole enrollment; later sends come from the new
    owner's mailbox. If the new owner has no mailbox and the pool is empty, sends wait.
  </Accordion>
</AccordionGroup>

## Mailboxes and Google

<AccordionGroup>
  <Accordion title="Google: access denied, admin policy enforced">
    The Workspace has not trusted the Salesfinity app. A Google Workspace admin must add it as a
    trusted app in the Admin console, then the mailbox owner connects again. This is a one-time
    change per Workspace.
  </Accordion>

  <Accordion title="Google mailbox connected, then stopped sending">
    Google only issues a refresh token on the first authorisation. Disconnect the mailbox fully
    and connect it again so a new refresh token is stored.
  </Accordion>

  <Accordion title="SMTP or IMAP connection refused on connect">
    Use an app password rather than the account password, confirm host and port (SMTP 587 or 465,
    IMAP 993 for most providers), and check that IMAP is enabled on the account. The provider's
    error text is shown in the connect dialog.
  </Accordion>

  <Accordion title="Mailbox shows Needs work or Critical">
    Open the DNS check. No SPF, two SPF records, or a permissive `+all` are critical; a missing
    DMARC or a weak SPF qualifier is needs-work. The check names the record and the fix.
  </Accordion>

  <Accordion title="Bulk import rows rejected or duplicate">
    Rejected rows show the provider error. Duplicate means the address is already connected on the
    team; nothing was changed for it.
  </Accordion>
</AccordionGroup>

## Replies

<AccordionGroup>
  <Accordion title="A reply came in but the enrollment did not change">
    Replies are matched by thread. If the prospect replied to a different email, or forwarded, the
    reply may have been classified as **unknown**, in which case the sequence's reply action
    applies (finish by default). The timeline shows the category and confidence.
  </Accordion>

  <Accordion title="Auto-send did not release a reply">
    Check, in order: auto-send enabled; the reply's category is selected; the category is not one
    of the banned five (unsubscribe, out of office, auto-reply, wrong person, unknown); the
    confidence is above the minimum; the daily cap is not reached; and, if *respect schedule* is
    on, the sending window is open.
  </Accordion>

  <Accordion title="A prospect said they unsubscribed but got another email">
    Unsubscribe replies are classified and suppress the email automatically. If the reply was
    ambiguous ("please stop" without the word), it may have landed as *not interested*. Add the
    address to suppression by hand.
  </Accordion>
</AccordionGroup>

## Two reps emailed the same account

The default policy warns, but does not block, when another rep is already working a contact, and
stops everyone else at a company only after a meeting or a positive reply. To block on contact,
change the *active in another sequence* scenario to **Do not enroll**, and consider a
*touched within the last N days* scenario at the account level.