How do I troubleshoot a Play?

If your Play isn't producing the result you expect, the first stop is the Metrics tab inside the Play Builder. It surfaces both audience health and per-contact enrollment outcomes, and it's the fastest way to narrow the problem.

A simple diagnostic

Open the Play → Metrics:

1. Is the Total Audience near zero?
   The problem is upstream of prospecting. → Why is my Play audience empty?

2. Audience looks healthy, but the Prospect node returns "None found"?
   The issue is in the prospecting node itself. → Why isn't my Play finding any prospects?

3. You have prospects, but the Sequence node shows them as "Not Enrolled"?
   Click "Not Enrolled" — you'll see the per-contact failure reason. Then jump to the relevant article:

   • Why aren't all contacts from my audience being enrolled in my sequence? (general)

   • Managing sequence enrollment and re-enrollment for contacts (Already Enrolled / Recently Enrolled reasons)

   • How can I determine which rule caused an exclusion? (Exclusion reasons)

   • No routing target — the contact's persona has no matching route in the Sequence Enrollment node. Edit the node and either add a route for that persona or add an "Everyone else" catch-all.

   • Why are my sequence emails queued and not sending? (send caps, queued status)

4. Contacts enrolled, but emails aren't going out?
   → Why are my sequence emails queued and not sending?

5. Lookalike Play volume has flattened?
   → Why do Lookalike Plays stop finding new prospects?

A few quick checks that resolve a lot of cases

• Is the sequence paused? Open the sequence; check the status badge at the top. Paused sequences queue enrollments but don't process them.

• Did you edit the Play after publishing? Republishing only affects new matches — past contacts are not re-processed.

• Did you recently change a setting? Most settings (exclusions, ruleset toggles, audience criteria) take 15–30 minutes to fully propagate.

Related articles

• Why is my Play audience empty?

• Why isn't my Play finding any prospects?

• Why do Lookalike Plays stop finding new prospects?

• Why aren't all contacts from my audience being enrolled in my sequence?

• Managing sequence enrollment and re-enrollment for contacts

• How can I determine which rule caused an exclusion?

• Why are my sequence emails queued and not sending?

For "No routing target" and other Plays-specific issues not covered above, see the Plays and Prospecting collections.