Troubleshoot messages and automations

Use this page when an email or message doesn't arrive, a conversation is missing from the Inbox, or an automation or sequence doesn't do what you expected. Find what you see, follow the fix, and contact support if it continues. It's for anyone who sends messages or builds automations.

An email wasn't received

Why: "sent" means Spacebrain handed the email to the mail provider. It can still be delayed, filtered, or rejected.

Fix:

1. Check the sending account shows Connected in Inbox → Email accounts.
2. Check the recipient's address is right and they haven't unsubscribed.
3. Check the automation or sequence run that sent it.
4. Ask the recipient to check spam and quarantine.
5. Check your domain's email settings (SPF, DKIM, DMARC). See templates and deliverability.
6. If you use Email Verifier, check the address's result. See troubleshoot Email Verifier.

A text or WhatsApp message wasn't received

Fix: check the number format, opt-out status, quiet hours, and, for US texts, registration. See troubleshoot agents, calls, and texting.

A conversation is missing from the Inbox

Fix:

1. Check you're in the right workspace.
2. Clear the channel and status filters, and clear the search box.
3. Select Refresh once and give it a moment.
4. Check the channel's connection is healthy in Integrations → Connections.
5. Check the message exists at the provider, for example in Gmail or Meta Business Suite.

If a custom mail server account only sends, replies won't come in. See Gmail, SMTP, and inbound email.

A call didn't connect

A call record can show voicemail, no answer, or a carrier result rather than a real conversation. See troubleshoot agents, calls, and texting.

An automation didn't start

Fix:

1. Check the automation is turned on.
2. Check the trigger happened after you turned it on.
3. Check the record meets every condition.
4. Check the record is in this workspace.
5. Check another automation didn't change the field first.
6. Imports and merges may not trigger automations the same way manual edits do.

Look in Automations → Runs to see whether a run started.

An automation stopped partway

Fix:

1. In Automations → Runs, open the run and find the first step that failed.
2. Read its input and error.
3. Check which earlier steps already finished, so you don't repeat them (for example, an email already sent).
4. Fix the cause, then use the retry or resume option the run offers.

A sequence step didn't send

Fix: check:

• The contact is still enrolled and on the step you expect.
• The schedule and time zone.
• Whether a stop rule fired, for example the contact replied.
• Unsubscribes and suppression.
• The sending account is connected.
• Any personalization field used in the message has a value.
• Whether a change you made applies to people already enrolled.

A form was submitted, but no lead appeared

Open the form's Responses first. If the response is there, check the CRM mapping. If not, test the live form. See troubleshoot Forms and CRM sync.

A published page shows old content

Fix: check you edited and published the right page, open the live address in a private window, and wait a few minutes for caches to clear. See troubleshoot domains and publishing.

Contact support

Open Help & support, select Contact, or see contact support. Include:

• Workspace, the automation or sequence name, and the run ID.
• The contact or record ID (not their full details).
• When it should have happened, with time zone.
• The step that failed and the exact error.
• Whether any customer-facing step already happened.

Next step

Build automations that are easy to check with automation workflows.