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Use this guide when an email did not send, did not track, or did not appear where expected.

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Email Did Not Send

Check:
  • sender inbox is connected
  • sender has Sender (paid) Seat Type
  • recipient email is present and valid
  • the Flow Plan is live
  • the action is not waiting for approval
  • the sender is inside the Work Schedule
  • the sender is not at capacity
  • no exclusion or unsubscribe condition applies

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Email Is Waiting

Waiting is not always a failure. Email can wait for a Work Schedule window, approval, capacity, provider backoff, missing data, or the Flow Plan credit gate. Open the Outreach Queue, Activity details, Tasks, and connected inbox settings. Email sends appear in In queue, Awaiting, Done, Canceled, or Failed. The Flow Plan’s Issues view contains failures rather than open requirements.

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Email Failed

Common causes include:
  • disconnected inbox
  • a provider-suspended inbox; follow verification instructions in the inbox before reconnecting or retrying
  • rejected recipient address
  • provider authentication failure
  • detected bounce
  • sender no longer available for the Team
Fix the visible issue, then re-enroll only when the product offers that action. Re-enrollment creates a new request from the beginning of the currently live Flow Plan and can warn about duplicate outreach.

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Reply Was Not Detected

Confirm the reply belongs to a FirstTouch-managed conversation. FirstTouch trims and lowercases the prospect email for same-Team matching and falls back to the latest completed matching FirstTouch email action for attribution. Human replies always stop matching same-Team enrollments; there is no Stop on Reply setting. An out-of-office response is classified separately and postpones remaining emails by exactly seven days.

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HubSpot Did Not Show Email Activity

Check the Team’s Email sent and received toggle, email tracking on the Flow Plan, HubSpot connection status, the completed email event, and the HubSpot Contact ID on the Flow Enrollment. This tracking path does not require HubSpot BCC configuration.