How do I troubleshoot Play enrollment and execution issues?

Last updated: March 25, 2026

Plays operate as "always-on" programs that automatically enroll contacts whenever they meet your defined audience criteria. Understanding how this enrollment process works can help you troubleshoot common issues and unexpected behaviors.

How Play Enrollment Works

Plays continuously monitor for new contacts that match your enrollment criteria and automatically process them without manual intervention. This ensures that qualifying contacts are enrolled as soon as they meet your Play's conditions.

Understanding Qualification Across Linked Records

When evaluating enrollment criteria, Plays check qualification data across all linked records for a company, not just the primary record. This means:

  • If qualification criteria (such as employee count or funding data) exist on any linked record for a company, the enrollment check can pass

  • A contact may be enrolled even if their primary company record appears to lack the required information

  • The Play may be using qualification data from a secondary linked record that meets your enrollment criteria

Troubleshooting Unexpected Enrollments

If you notice contacts being enrolled who appear unqualified based on their primary company record, follow these steps:

  1. Check for multiple linked records: Verify if the company has additional linked records beyond the primary one

  2. Review all linked records: Examine the qualification criteria on each linked record, not just the primary record

  3. Identify the qualifying record: Look for which linked record contains the data that meets your Play's enrollment criteria

Common Enrollment Issues and Solutions

Issue: Contacts appear enrolled despite not meeting visible criteria
Solution: Check all linked company records for qualification data that may satisfy the enrollment conditions.

Issue: Manual enrollment shows 'play_execution_already_exists' error
Solution: This indicates the contact is already enrolled in the Play. Verify their current enrollment status before attempting manual enrollment.

Issue: Plays not starting after setup
Solution: Ensure your Play is activated and that there are contacts in your database who meet the enrollment criteria across all their linked records.