---
title: Troubleshoot a workflow that isn’t running in Infinity3
description: "Start by checking whether the contact entered the workflow. Then review what happened at each step. #### Check publication and entry 1. Open **Automation** → **Workflows**. 2. Select the workflow and confirm it is published. 3. Check the trigger and…"
url: "https://www.infinity3.co.uk/help/troubleshoot-a-workflow-that-isnt-running-in-infinity3/"
updated: "2026-10-07"
category: "Infinity3 Platform / Automations & Workflows"
---

# Troubleshoot a workflow that isn’t running in Infinity3

Start by checking whether the contact entered the workflow. Then review what happened at each step.

#### Check publication and entry

1. Open **Automation** → **Workflows**.
2. Select the workflow and confirm it is published.
3. Check the trigger and every filter against the actual event.
4. Open **Enrollment History** and look for the contact.

If the contact didn’t enter, check its previous participation, re-entry settings and whether it is already active in the workflow.

#### Check the actions

Open **Execution Logs**, find the relevant run and review its details.

Look for:

- A wait step that hasn’t finished.
- A condition that sent the contact down another path.
- A skipped or failed action.
- Missing data or a disconnected service.

Read the error before changing the setup.

#### If a message wasn’t received

Check the recipient details, communication preferences, sending service and message status. An executed action does not always mean the recipient received the message in their inbox.

#### Test the fix

Save the correction and use a dedicated test contact. Check the logs and expected result before relying on the workflow again.

#### Things to know

- Manual test entry does not verify the live trigger.
- Other workflows may also act on the same customer.
- Avoid repeatedly enrolling real customers to investigate an issue.

If it continues, contact Infinity3 with the workflow name, contact, event time and relevant error details.