There are a few reasons why contacts don't receive autoresponders:



The most common reason your contacts would not receive your Autoresponders is because they have not yet been activated. When an autoresponder is created or edited, the autoresponder is de-activated. It must first be activated to work.


To check this, go to the Automations -> Manage Drip Campaigns (Fig 1). 

Fig 1

If there's a Red X under the Active column, this means the Autoresponder is Not Active (Fig 2).

Fig 2

To Make it Active again, click on the Red X and it will change to a Green Checkmark indicating that it is Active and ready to trigger (Fig 3). 

Fig 3

Another reason for your contacts not receiving your autoresponders is because of incorrect match criteria.

If your contacts are signed up as only wanting to receive HTML emails and you have also made your sign-up form only to allow users to subscribe as HTML, then you will have a list of contacts that will be stored as HTML Contacts.


When you created your autoresponders, if you have set Match Format to Text, this will look at all of your contacts and send to only those contacts that have chosen to receive Text emails.

To fix this, simply change the Match Format option to Either Format.

The last common reason is when uploading contacts into Pinpointe you didn't to select the option "Yes, add contacts to autoresponders."

If you did not do this when you uploaded your contacts, then any contacts added will not be added to your autoresponders. 

If you have already uploaded / added contacts to the list and want them to be in Autoresponders, but did not select this on import, reload your contacts and on the Import Contacts from a File screen, select both of these options (Fig 4):

Overwrite existing contact details
Add contacts to autoresponders

Fig 4