When a workflow doesn't fire
"The automation didn't run" covers a dozen different problems. This is the order we check them in. The second step splits the problem in half, which is why it comes early.
Is it published?
A workflow saved as a draft does nothing. Check the toggle at the top of the workflow says Published, not Draft. It sounds obvious, and it's worth ruling out first.
Did the contact enter the workflow?
Open the workflow's Enrollment History and look for the contact.
- Not there: the workflow never triggered. The problem is the event or the trigger. Go to step 3.
- There: the workflow triggered and something went wrong inside it. Skip to step 5.
Does the event match every trigger filter?
Compare what actually happened with each filter on the trigger: the specific form, calendar, pipeline and stage, or tag. A near miss blocks enrollment silently. A trigger still pointing at an old form or calendar after a new one was created is a classic example.
Has the contact been through it before?
By default a contact who has already been through a workflow won't enter it again. If repeat entries are expected, check the Allow Re-entry setting in the workflow's settings. Turning it on doesn't bypass the trigger filters, so step 3 still applies.
Where did it stop?
For a contact who did enter, open the Execution Logs and find the last step that definitely happened and the first that didn't. Typical stops: a wait step still counting down, an if/else branch that went the other way, a message that couldn't send because the contact has Do Not Disturb on, or a missing email address or phone number.
Retest with a fresh contact
Create a new test contact and run the real event end to end. An existing contact carries history that can hide the result. Only after the test passes do we tell the user it's fixed, and what was changed.
Menu names in HighLevel change from time to time. If a label here doesn't match your account, the feature is usually close by under a new name.