---
title: Troubleshooting automated campaigns
description: This article explains how to reset an automated campaign if no emails have gone out.
---
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September 1, 2026
# Troubleshooting automated campaigns
**Table of contents**
- [Overview](https://help.gotphoto.com/en/support/troubleshooting-automated-campaigns#Overview)
- [Verify no emails have been sent](https://help.gotphoto.com/en/support/troubleshooting-automated-campaigns#Verify-No-Emails)
- [Find the root cause](https://help.gotphoto.com/en/support/troubleshooting-automated-campaigns#Find-Root-Cause)
- [The solution](https://help.gotphoto.com/en/support/troubleshooting-automated-campaigns#The-Solution)
### **Overview**
If you notice that no campaign emails are being sent to your customers, follow the steps below to identify and resolve the issue.
---
### **Verify no emails have been sent**
First, confirm whether any campaign emails were sent.
1. Go to the **Communication** tab of your job. At the bottom of the page, confirm if potential buyers are listed. An email address is required to create a potential buyer. Learn how to [upload a list of names into your photo job](https://help.gotphoto.com/en/support/nameslist-import?hsLang=en).
2. Check the [Campaign Performance dashboard](https://help.gotphoto.com/en/support/campaign-performance-for-your-automated-email-campaigns?hsLang=en). If the delivery rate shows as **0**, no emails have been sent (for example, if the job isn’t activated).
---
### **Find the root cause**
Check the most common reasons why emails were not triggered:
1. Ensure your [Stripe Express account](https://help.gotphoto.com/en/support/set-up-stripe-express?hsLang=en) is validated. Campaign emails only send after validation is complete.
2. If you switched the job to **Selling** between 9 PM and 9 AM, emails from your automated campaigns will not send during this time to avoid disturbing customers.
Most campaign messages are sent at 9 AM. Expect a delay of 1–2 hours.
3. For group photo-only jobs with one access code and an imported names list, set notifications to **All customers** or **Customers with no photos available**.
4. \[Prepay only\] For Prepay or Prepay+ jobs, ensure you are using the correct campaign. For Prepay+, the required campaign is **MUST USE — Prepay+ (With Access Code and Proofing Phase)**.
5. If you set the job to selling before adding a campaign, the trigger “When a job is set to selling” won’t reoccur. Emails will not send, even if the campaign is later added.
6. Did the list you imported to the job only include customer phone numbers? In this case, no customers were created, please review this article [Why an email address is required for automated campaigns](https://help.gotphoto.com/en/support/why-an-email-address-is-required-for-automated-campaigns?hsLang=en).
---
### **Solution**
**Follow these steps if there was already an automated campaign when the job was initially set to selling:**
1. Switch job status to **Planning**.
2. Remove the campaign by selecting **No Marketing Emails/SMS: to notify your customers, select a profile**, then click **Save Settings**.
3. Duplicate the automated campaign.
4. Add the duplicated campaign to the job in **Job Settings**, then click **Save Settings**.
5. Switch the job back to **Selling**. This resets the campaign and queues the emails for sending.
6. If 24 hours pass without emails being sent, send a manual one-time email via the **Communication** tab.
**Follow these steps if no automated campaign was added when the job was initially set to selling:**
1. Switch job status to **Planning.**
2. Add the campaign to the job in **Job Settings**, then click **Save Settings.**
3. Switch the job back to **Selling**.
4. If 24 hours pass without emails being sent, send a manual one-time email via the **Communication** tab.
- [Getting Started](https://help.gotphoto.com/en/support/getting-started?hsLang=en#main-content)
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- [Communication With Customers](https://help.gotphoto.com/en/support/getting-started?hsLang=en#communication-with-customers)
- [Upselling Options](https://help.gotphoto.com/en/support/getting-started?hsLang=en#upselling-options)
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- [Workflow Guides for Specific Scenarios](https://help.gotphoto.com/en/support/how-tos?hsLang=en#workflow-guides-for-specific-scenarios)
- [Planning Phase](https://help.gotphoto.com/en/support/how-tos?hsLang=en#planning-phase)
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- [Master Entagged with Comprehensive Tutorials.](https://help.gotphoto.com/en/support/entagged-gotphoto-tagging-app?hsLang=en#master-entagged-with-comprehensive-tutorials)
- [Entagged Troubleshooting](https://help.gotphoto.com/en/support/entagged-gotphoto-tagging-app?hsLang=en#entagged-troubleshooting)
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- [Stripe & Accounting Resources](https://help.gotphoto.com/en/support/business-growth?hsLang=en#stripe-accounting-resources)
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- [Troubleshooting](https://help.gotphoto.com/en/support/troubleshooting?hsLang=en#main-content)
- [Uploading Photos](https://help.gotphoto.com/en/support/troubleshooting?hsLang=en#uploading-photos)
- [Customer-Facing Issues](https://help.gotphoto.com/en/support/troubleshooting?hsLang=en#customer-facing-issues)
- [Access Codes](https://help.gotphoto.com/en/support/troubleshooting?hsLang=en#access-codes)
- [Managing Names Lists](https://help.gotphoto.com/en/support/troubleshooting?hsLang=en#managing-names-lists)
- [Customer Outreach](https://help.gotphoto.com/en/support/troubleshooting?hsLang=en#customer-outreach)
- [Customizing Your Shop](https://help.gotphoto.com/en/support/troubleshooting?hsLang=en#customizing-your-shop)
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