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Even well-built workflows occasionally run into issues. This guide covers the most common problems and how to resolve them using Hoop’s built-in troubleshooting tools.

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Built-in troubleshooting tools

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Troubleshooting panel

In the workflow builder, click Troubleshooting in the left sidebar. Hoop scans your workflow for configuration errors and highlights which actions or triggers have issues, along with suggested fixes.

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Needs review section

On the Workflows list page, the Needs Review section flags workflows that have generated errors in the last 30 days. Click any flagged workflow to investigate. After reviewing, mark the error as “read” to clear it.

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Enrollment history tab

Inside a workflow, the Enrollment history tab shows every contact enrolled, their current step, and any errors encountered. Use this to trace why a specific contact isn’t progressing as expected.

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Stats view

Click Stats View in the left sidebar of the builder to see per-action delivery and engagement data. This helps identify where contacts are dropping off or where actions are failing.

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Common issues and fixes

Possible causes:
  • The workflow is still in Draft mode — toggle it to Published
  • The trigger filters are too restrictive — a contact must match all filter conditions to activate the trigger
  • The trigger event isn’t occurring as expected — verify the upstream event (e.g., that the form is actually submitting)
  • A conflicting workflow is removing the contact before this one starts
Fix: Open the workflow, check the trigger settings, confirm the workflow is published, and test using a test contact enrolled manually.
Possible causes:
  • The contact has Do Not Disturb (DND) enabled for that channel
  • The contact’s phone number or email is missing or invalid
  • SMS credits are exhausted or the sending number is unverified
  • For Messenger/Instagram: the contact hasn’t messaged your connected page within the 24-hour window
Fix: Check the contact’s profile for DND status and verify their contact details. Review your account’s messaging credits and sending number status.
Possible causes:
  • Multiple branches have overlapping conditions — contacts are assigned to only the first matching branch
  • AND/OR operators are misconfigured
  • The contact data doesn’t match the expected value at the time the action runs
Fix: Review each branch condition carefully. Use the None branch to catch contacts that don’t match any condition, and add a notification action there to alert your team.
Possible causes:
  • The contact’s record doesn’t have data in that field
  • The custom value code is typed incorrectly
Fix: Check the contact’s profile to confirm the field has a value. Re-insert the custom value using the tag icon in the message composer rather than typing it manually.
Cause: A large number of contacts entering a step simultaneously can overload messaging queues.Fix: Add a Drip action before high-volume steps. Set a batch size (e.g., 50 contacts) and interval (e.g., 10 minutes) to pace the flow.
Cause: Multiple workflows running simultaneously for the same contact can conflict if they’re modifying the same data.Fix: Use the Goal event action and If/Else branches to guard against race conditions. Add wait steps to create buffer time between concurrent workflows. See also: the race conditions guide in the KB.
Cause: Published workflows require a manual Save — auto-save only applies in Draft mode.Fix: Always click Save in the top-right corner after making changes to a published workflow.
Possible causes:
  • The webhook URL has changed (e.g., after the workflow was re-created)
  • The external system is sending data in an unsupported format (must be JSON)
  • The payload doesn’t include a required field (email or phone for contact creation)
Fix: Verify the webhook URL in the trigger settings matches what’s configured in your external tool. Click Fetch Sample Requests after sending a test payload to confirm the data is arriving.

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Restoring deleted workflows

Workflows deleted within the past 30 days can be restored from the Deleted tab on the Workflows list page.

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Version history

If a recent change broke your workflow, use Version History in the left sidebar of the builder to roll back to an earlier version or see exactly what changed.
If you’re unable to resolve an issue using these steps, contact Hoop support with the workflow name, the contact’s name/email, and a description of the unexpected behavior.
Last modified on March 4, 2026