FAQ & troubleshooting

A customer did not receive a message. Why?

Open the flow, click Executions, and look for the customer. What you find tells you where to look.

The customer has no execution

The customer never entered the flow. Check, in this order:

1. Is the flow on? Only Active flows accept customers. Shoppers who triggered the event before you turned the flow on are not included.
2. Does your plan include the trigger? A locked trigger stops the flow from running. See Plans.
3. Can Uppush recognise the shopper? Cart, browse and web push flows only reach shoppers who subscribed or are logged in.
4. Is the Uppush app embed on? Cart, browse, back in stock and price drop flows need it. See Theme extension.
5. Did the trigger filters or subscriber filters leave them out? For example, a checkout total below the filter amount.
6. Did an entry rule hold them back? Only once, a waiting period that has not passed yet, or Hold back customers busy in other flows.
7. Was a daily limit reached? Welcome and shipping emails have a daily limit per store.

The execution was cancelled

Open the timeline. The last step shows why, for example:

• Exit condition met — the customer did what the flow was waiting for, such as placing an order. This is the flow working as intended.
• The flow was edited while this run was in progress — saving an active flow removes customers who are in the middle of it.
• The flow was turned off or deleted.
• The cart no longer matches the trigger filters — for example the cart was emptied.

The execution is waiting

The customer is on a wait step, or the message is held until your sending window opens. The timeline shows when it continues.

A step was skipped

The timeline shows the reason. The most common ones:

• Customer unsubscribed from email marketing, or the address bounced or reported spam — Uppush does not email them.
• No active web push subscriber — the customer never allowed notifications, or blocked them in their browser.
• Customer has no email address — Uppush only knows this shopper through web push.
• Email budget exceeded or Web push budget exceeded — the allowance of your plan is used up.

The email was sent but not received

Look at the email's badges in the timeline. Bounced means the address does not accept mail; Marked as spam means the customer reported it. If it shows as delivered, ask the customer to check their spam folder, and read Tips to improve email deliverability.

A customer received two similar messages

Two flows probably react to the same event — for example two abandoned cart flows, or a cart flow and a checkout flow at the same time. Turn one off, or open the second flow's trigger panel and use Hold back customers busy in other flows.

What happened to my Automations?

They were converted into flows. Automations that were on became active flows with the same messages, timing and discounts; automations that were off became draft flows. Messages the old automations had already scheduled are still delivered and counted in the flow reports. See Flows replace Automations.

Can I edit a flow that is turned on?

Yes. If customers are in the middle of the flow, Uppush asks you to confirm, because saving removes them from the flow and they do not receive the remaining messages. Customers who trigger the flow afterwards follow the new version.

To avoid interrupting customers, make big changes in a copy: use Duplicate from the flow's ⋯ menu, edit the copy, then turn the copy on and the original off.

Do carts and checkouts from before I turned the flow on get reminders?

No. A flow only reacts to events that happen while it is on. To recover an older abandoned checkout, use Recover on the Abandoned Checkout page — see Abandoned checkout recovery.

How do I stop a flow for one customer?

Add an exit condition for the event that should stop it, such as Order created. For a quick stop, you can also add a customer tag and use Customer tag added as an exit condition.

What happens when I delete a flow?

Customers who are in it leave immediately and receive no more messages, and the flow is removed. If you might need it again, turn it off instead.

Which time zone do flows use?

• Waits count from the moment the previous step ran.
• The sending window uses your store's time zone.
• Birthday and winback triggers are checked once a day, in the morning (UK time).

In which language are messages sent?

Each customer receives the version in their own language, if it is published in your store. See Actions → Languages.

Will flows slow down my store?

No. Flows run on Uppush servers. See Will Uppush slow down my store?

Still need help?

Contact us through the chat in the Uppush app, or email support@uppush.io.