--- title: Client Received an Automation But Doesn’t Match the Current Conditions | Walla Support Center description: client received an automation they shouldn't --- [Skip to content](https://support.hellowalla.com/client-received-an-automation-but-doesnt-match-the-current-conditions-walla-support-center#main-content) English Show submenu for translations ![](https://support.hellowalla.com/hs-fs/hubfs/38f9ee9b-2f6d-4610-a5d6-e421204ef62d.png?width=120&height=35&name=38f9ee9b-2f6d-4610-a5d6-e421204ef62d.png) Open main navigation Close main navigation - English Show submenu for translations How can we help you? - There are no suggestions because the search field is empty. 1. [Walla Knowledge Base](https://support.hellowalla.com/?hsLang=en) 2. [Sales & Marketing Center](https://support.hellowalla.com/sales-marketing-center?hsLang=en) June 25, 2026 # Client Received an Automation But Doesn’t Match the Current Conditions | Walla Support Center Client Received an Automation But Doesn’t Match the Current Conditions A client received an automation but doesn’t match the current conditions? Follow these troubleshooting steps to understand why. If a client received an automation but no longer appears to meet the criteria, it's possible the logic was edited after the message was sent. This article walks through how to confirm when the automation triggered, whether conditions have changed since then, and how to track what version of the logic was active at the time. ### 1. **Check the Date and Time the Automation Was Sent** Start by reviewing **when** the automation message was sent to the client. You can find this in two places: - Under the **Client Profile \> Communications tab**, or - In the **Marketing Suite Reports**, by selecting the report tied to the automation. Under the **Client Profile \> Communications tab**, or In the **Marketing Suite Reports**, by selecting the report tied to the automation. Note the exact **date and time** (e.g., *July 10 at 12:50 PM PT*). ### 2. **Review the Automation’s Update History** Next, go to the Journey where the automation lives to check if it was edited after the message was sent. Here’s how to find that: 1. Navigate to the Marketing Suite 2. Select the **three dots** on the far right of the Journey and select **Edit Journey** 3. Select an **Automation** Each condition and action block will show a **timestamp** for when it was last updated. Compare these timestamps to the time the automation message was sent. If the automation was **edited after the message sent**, you’re now seeing an updated version — not necessarily the one that was live at the time of trigger. ### 3. **Compare Timing to Determine Logic at Time of Send** If the message was sent **before the most recent edits**, the client may have qualified under a different set of logic. - Unfortunately, Walla does not currently store historical versions of automation conditions. - That means unless you or someone on the team **documented the original logic** (e.g., with a screenshot), you’ll need to make an educated guess based on the timing. Unfortunately, Walla does not currently store historical versions of automation conditions. That means unless you or someone on the team **documented the original logic** (e.g., with a screenshot), you’ll need to make an educated guess based on the timing. ### 4. **Understand Qualification Logic May Have Changed** Just because a client **doesn’t qualify now**, doesn’t mean they didn’t qualify **at the time** the automation triggered. - If conditions have been edited multiple times, the same client might qualify one day and not the next. - This makes it especially important to track changes and confirm logic if something seems off. If conditions have been edited multiple times, the same client might qualify one day and not the next. This makes it especially important to track changes and confirm logic if something seems off. ### What To Do When a Client Received an Automation and Should Not Have **Tables can't be imported directly. Please insert an image of your table which can be found [here](https://242669311.hs-sites-na2.com/client-received-an-automation-but-doesnt-match-the-current-conditions-walla-support-center?hsLang=en).** Step 1 Check when the message was sent under Communications Tab Step 2 Go to Journeys → Select an Automation → View update timestamps on conditions Step 3 Compare send time vs. update time Step 4 Determine whether logic changes may have affected eligibility Step 5 Document your best guess if the original logic isn’t available ### Document Your Automation Changes To save yourself (and the team) from future confusion: - **Take a screenshot** anytime you make a change to automation logic or setup. - Keep a **simple change log** whenever your team makes updates. - Include who made the change, what changed, and when — even if it’s just a quick bullet. **Take a screenshot** anytime you make a change to automation logic or setup. Keep a **simple change log** whenever your team makes updates. 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