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Why Isn’t My Rule Working?

There are a few reasons you may not be able to activate a rule or why it might not be collecting contact data. 

Missing parts of a rule

One of the most common reasons a rule can’t be activated is that it’s missing important information. For instance, if we add Stripe as a source in our segment, but don’t choose an event, we’ll receive an error when we try to activate the rule.

The same type of error can pop up if we forget to choose a list where we’re sending data in the action portion of a rule. The best way to avoid this error it to ensure each field in our rule has some type of value.

Mismatched fields

In some situations, your segment and actions may have mismatched fields—so the data from your source can’t be passed to the “receiving” integration. This is particularly common when an action integration requires name data (or data from another field), but your source integration does not. 

Center will let you know if the rule you’ve created will not return contacts, along with options for how to resolve the issue.

Typically you’ll need to either begin collecting specific data in your source integration or ensure fields your source doesn’t collect are not required by your action integration. In the example above, you can see a rule that won’t return contacts because Stripe is not collecting first name information, but our form in Infusionsoft requires it. 

Impossible conditions

Another reason your rule may not work is if your segment contains conditions that can’t be met. Center does not currently present an error if your conditions cannot be fulfilled, so it is possible to create a rule with an impossible segment filter. 

In the segment shown above, no contacts would be collected in the segment—because it’s impossible to simultaneously charge someone $149 and “not” $149. We recommend double-checking your segment to ensure your conditions can be met. 

If you accidentally create a rule with conditions that are difficult to fulfill, you can edit a copy of your rule and adjust your segment. 

Missing email address

Some source integrations may not collect email addresses by default. However, Center needs an email address at minimum to collect contact data, so you’ll want to be sure you’re collecting that information. 

Wistia is a good example of a source integration that does not collect email address data by default. You’ll need to enable their Turnstile feature (or integrate Wistia with your email service provider) to make sure Center can collect contacts who’ve watched your videos. 

Missing rule name

Each rule requires a name before it can be activated. You can name your rule by filling in the “Name your rule” field at the bottom of the editor.

Integration delays

While data will generally begin passing through your rule well within an hour of activating your rule, certain factors can cause delays. Some tools limit the rate that services like Center can pass data—so your contacts may not pull into your rule immediately. 

If you’re still not seeing any contacts in your rule after an hour of its activation, please reach out to our support team. We’ll be happy to investigate further. 

Historical Data Limitations

If you have data in your source integration that you’re not seeing in Center, check the service’s historical data limitation. Center can’t access data older than a specific period for some integrations. 

 

(Updated 08/15/16)


Please let us know if you have additional questions!

We’re here to help. If you run into any issues or just have additional questions, please contact our support team. You can also create a ticket by clicking the banner in the bottom right corner of the Center interface.

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