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Last updated: January 26, 2024
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.
Diagnose why an object is not enrolling in a workflow and view some common reasons why an object may not enroll in a workflow and the typical steps for resolution.
Please note: only property, list, and form submission filters are supported in this tool.
|Steps to resolve
|Workflow is not turned on
|Records can only be enrolled in a workflow that is turned on. To turn a workflow on:
|The record doesn't meet the workflow's enrollment triggers
|Check that the record meets the workflow's enrollment triggers. Be sure to check any AND and/or OR logic in the triggers. You can also test the record against the workflow's enrollment triggers in the workflow editor.
|The record met the workflow's enrollment triggers when the workflow was turned on, but existing contacts 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.
|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:
|Object was previously enrolled in the workflow, and re-enrollment is not enabled
By default, objects are only enrolled in workflows the first time they meet the workflow enrollment triggers or are enrolled manually.
To allow for re-enrollment, add re-enrollment triggers to the workflow.
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.
The following are some common reasons why a record may be unexpectedly enrolling in a workflow and how you can prevent this moving forward.
|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:
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:
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:
|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: