Welcome Series Skipping Profiles

Question

Hello! We are receiving some issues with our Welcome Flow. While our flow is still working majority of the time, there will be times when email profiles will get skipped and never receive the first email to our flow (but will receive other triggered flows such as Abandoned Carts) after the customer has tried to subscribe with us. We use single-opt in, have double-checked to make sure the email is a real one (no misspellings), and cannot even find them within the “Skipped” profile list under our Welcome Series. We’ve also gotten rid of any Shopify tags, in case that is where the hiccup was.

Any help is greatly appreciated!

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Best answer by retention 14 August 2023, 19:13

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retention · Accepted Answer

Hi @Cheyyl,Welcome to the community! If you are not seeing the email addresses in the “Skipped” section of the Recipient Activity, a few things I would suggest to troubleshoot:Are the emails going into the correct List? You may have multiple places where emails are captured, including your ecommerce platform that can also capture emails. Make sure they are all going into the proper List that triggers your Welcome Series.Are the emails suppressed or consented for marketing? If you are adding emails to a List, make sure they have consent or not suppressed.Check your Flow Triggers Filters - are there are any rules that are prevent them from going into the Flow in the first place?Take a look at those three and see if that helps in any way. If not, can you share a few screenshots of your setup and may we can help troubleshoot for you further?

Welcome Series Skipping Profiles

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