This page covers features gated by Admin-tier permissions — typically Settings access. Admins have these by default; your administrator can adjust who has them in Settings > Team.
Viewing logs
Go to Settings > Automations. Each automation in the list has a Logs action. Click it to see every action that automation has run. Each log entry shows:
The list is sorted with the most recent entries first, and you can search by ID or action name.
Why an automation might not fire
If an automation doesn’t seem to be working, check these common causes. The first four explain why no log entry appears at all; the last covers cases where the action ran but the message didn’t reach the customer.The automation is disabled
The most common reason. Go to Settings > Automations and check that the automation is toggled on.Conditions aren’t being met
If you’ve added conditions, they all need to be true for the automation to run. For example, if your condition is “Fulfilment method equals Delivery” but the order is a collection, the automation won’t fire.The trigger doesn’t match the change
Make sure you’ve chosen the right trigger for what you’re trying to catch:- Created fires once, when the record is first made
- Status changed fires when the order/event status changes (New → Confirmed, etc.)
- Payment status changed fires when the payment status changes (Unpaid → Paid, etc.)
The trigger already happened
Automations apply from the moment you turn them on. They fire on the trigger event, not on when the order or event was created. A trigger that has already happened won’t be replayed. A Created automation won’t fire for orders or events that already exist, because their creation happened before the automation. A Status changed or Payment status changed automation behaves differently. It will still fire for an existing order or event the next time its status or payment status changes.The email or SMS didn’t arrive
You can see an entry in the logs but the customer never got the message. The action ran, but delivery is a separate step. Common causes:- The customer’s email address is incorrect or missing from the record
- The email went to their spam folder
- Your SMS integration isn’t connected, or has run out of credit
- The customer’s phone number is missing from the order
Common questions
How far back do logs go?
How far back do logs go?
Logs are kept for the lifetime of the automation. You can scroll back through the full history of any automation, and the most recent entries appear first.
Can I re-run an action from the logs?
Can I re-run an action from the logs?
No. The logs are a record of what’s run, not a replay tool. If the action didn’t have the intended effect, fix the underlying issue (such as a missing email address on the customer record) and either wait for the next trigger or send the message manually.
Why is there no entry when I expected one?
Why is there no entry when I expected one?
If you don’t see a log entry, the action didn’t run. The most common reasons are listed in Why an automation might not fire — the automation is disabled, a condition wasn’t met, the trigger doesn’t match the change, or the trigger happened before the automation existed.
Does anything go wrong with my order if an action doesn't run?
Does anything go wrong with my order if an action doesn't run?
No. Automations run alongside your orders and events, not inside them. An action that doesn’t run won’t change the order status, block payments, or affect anything else.
What’s next?
Automations Overview
Back to the main automations guide.
Triggers & Conditions
Review your trigger and condition setup.
Actions
Check your action configuration.
Notifications
Manage email templates used by automations.