Troubleshoot workflow enrollment issues

Last updated: June 16, 2025

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Review possible reasons why records are unexpectedly enrolling or not enrolling in workflows. If you're looking to resolve errors in your workflow, learn how to troubleshoot common workflow errors instead.

Records not enrolling in workflows

Diagnose why an object isn't enrolling in a workflow and review some common reasons why an object may not enroll in a workflow and the typical steps for resolution.

Troubleshoot workflow enrollment from the workflow editor

In your HubSpot account, navigate to Automation > Workflows.
Click the name of your workflow.
In the upper left, click Help > Troubleshoot enrollment.
In the right panel, click the dropdown menu and select the record that was expected to have enrolled.
Click the Date range and Time range dropdown menus to select the timeframe the enrollment was expected to occur.

If no enrollment data is available, it is strongly recommended to test the record against the workflow's enrollment triggers.

Please note: only property, list, and form submission filters are supported in this tool.

troubleshoot enrollment

Common reasons

Reason	Steps to resolve
The record doesn't meet the workflow's enrollment triggers	Check that the record meets the workflow's enrollment triggers. Check any AND and/or OR logic in the triggers. It's strongly recommended to test the record against the workflow's enrollment triggers in the workflow editor.
The record was added to the list before the workflow was turned on, but existing records were not set to be enrolled	When using a list for your enrollment criteria, records will only enroll when a record joins the list. If your record is on the list but has not been enrolled, check if existing records that meet enrollment triggers were set to be enrolled when the workflow was turned on. If this is the case, you can manually select and enroll the list in the workflow editor.
The record met the workflow's enrollment triggers when the workflow was turned on, but existing records were not set to be enrolled	When turning on the workflow, the option No, only enroll companies which meet the trigger criteria after turning the workflow on was selected. As a result, only records that meet the enrollment triggers moving forward are added to the workflow. To enroll specific records into an existing workflow, you can manually select and enroll records in the workflow editor. To avoid this issue moving forward, learn how to enroll existing records that meet enrollment triggers in a workflow.
The record instantly qualifies for workflow unenrollment	Depending on the record's object type, records can be automatically unenrolled at the point of enrollment, in the following instances: If a contact meets the workflow's goals or is on the workflow's suppression list. If the record meets the workflow's unenrollment triggers. If the record does not meet the above criteria, but has been suddenly unenrolled, it's possible that the contact has enrolled into another workflow where the connection settings to Unenroll from all other workflows or Unenroll from specific workflows has been turned on.
Record was previously enrolled in the workflow, and re-enrollment is not turned on	By default, records are only enrolled in workflows the first time they meet the workflow enrollment triggers or are enrolled manually. If a record was previously enrolled in a workflow and re-enrollment is not turned on, it won't be enrolled in the workflow if it meets the workflow's original enrollment triggers again. To allow for re-enrollment, add re-enrollment triggers to the workflow.
The record uses a date property with an is more than or is less than filter	If the record uses a date property trigger with the filter is more than or is less than [x] days ago, the trigger will only be checked at the start of the day. This can result in a delay in your record enrollment.
Workflow is not turned on	Records can only be enrolled in a workflow that is turned on. To turn a workflow on: In the upper right of the workflow editor, click Review and publish. Then, click Turn on. The Workflow is ON switch will be toggled on in the top right.

Records unexpectedly enrolling in workflows

When a record enrolls in a workflow unexpectedly, you can use the Diagnose tool to find out when the record enrolled and what events occurred for this to happen.

Diagnose workflow enrollment issues

In your HubSpot account, navigate to Automation > Workflows.
Hover over the workflow and click More. Then, select View details.
Click the Enrollment history tab.
To view further details about the enrollment event, hover over an enrollment event, then click Why did this enroll?.

KB - why a contact enrolled wf

In the right panel, view the date and time of enrollment, and the reason why the record enrolled in the Enrollment information tab. This view displays the exact values at the time of enrollment.
If you're using a property value or form submission enrollment trigger, to view details about the state of the property when the record enrolled in the workflow, click Details.
To review details about the events that led up to the record enrolling in the workflow, click the Record timeline tab.

enrollment details

In the top right, click View in CRM to open the record in your HubSpot account.
Click Done to return to the Enrollment history screen.

Reasons a record can enroll unexpectedly

The following are some common reasons why a record may be unexpectedly enrolling in a workflow and how you can prevent this moving forward.

Reason	Steps to resolve
Enrollment triggers include OR logic	If a workflow's enrollment triggers includes OR logic, a record only needs to meet one set of the enrollment triggers to qualify for enrollment. For example, let's say your workflow has the following enrollment triggers: Lifecycle stage is any of Customer OR has filled out Customer survey form on Any page A contact with a lifecycle stage of customer that did not fill out the form will be enrolled in the workflow. To prevent this contact from enrolling, the criteria would need to be separated by an AND operator, rather than OR. Learn more about AND vs OR logic.
Enrollment triggers include does not contain any of or is not equal to any of (contact-based workflows)	Contact-based workflows using does not contain any of or is not equal to any of filters will enroll contacts that don't have a specified value for the selected property. If the property is blank, it will meet the enrollment trigger. This also applies to records associated with the contact, such as an associated company. This can especially affect workflows that use analytics or association properties for enrollment, such as: Create date IP Country Original source Associated contacts Analytics and association properties are processed and populated almost instantly. However, workflow enrollment may occur before HubSpot fills the property. For example, if your workflow enrolls contacts based on the trigger IP Country is not equal to any of United States, a contact with no value may enroll before HubSpot is able to set the property with the value United states. To prevent contacts without property values from entering the workflow: In the enrollment trigger editor, add an AND condition underneath the doesn't contain any of filter. Select the same property that you're filtering for, then select the *is known* filter. Click Apply filter.
Enrollment triggers include is unknown	The enrollment trigger is unknown searches for records without a value for the specified property. Enrolled records will remain in the workflow even if they gain a value for the property after enrollment. This can sometimes cause unintended enrollment when using properties that are automatically populated by HubSpot. While HubSpot fills these properties almost instantly, workflow enrollment can happen before the property is filled. To avoid similar issues: Add a 1 minute delay before the first action in your workflow. This delay provides a buffer for HubSpot to fill any automatically populated properties and unenroll them from the workflow. Configure the workflow's settings to unenroll any records that no longer meet the enrollment trigger: Contact-based workflows: in the workflow's Unenrollment and suppression settings, select the option to unenroll contacts when they no longer meet the enrollment triggers. Other workflow types: in the workflow's Unenrollment and suppression settings, add unenrollment triggers opposite to the original is unknown enrollment triggers. For example, if an enrollment trigger is IP country is unknown, add the unenrollment trigger IP country is known.
Enrollment triggers include is known	The enrollment trigger is known searches for records with any value for the specified property. This can sometimes cause unintended enrollment when you make frequent updates to a property, or it requires manual edits. For example, your sales reps update five deal property values together. You have a deal-based workflow that triggers when Amount is known. The rep enters a value for Amount that automatically saves. They decide to change the value a short time later. This could result in multiple workflow enrollments for the record. To avoid similar issues: Add a specific time delay before the first action in your workflow. This delay provides a buffer for the user to enter an appropriate value into the property. Add all desired properties to the enrollment trigger. For example, you can configure your workflow enrollment triggers to require all five deal properties, instead of one. This setup ensures the properties must contain values before the workflow enrolls the deal. Use Property value changed event triggers instead. This means the enrollment should occur when the property changes to a specific value, preventing unintended enrollment (e.g., Amount is greater than 1,000).

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