Troubleshooting
Plan limits, email and Slack errors, webhooks, run failures, and protected customer data.
Install blocked or Upgrade required
Starter can install fourteen email template variants (three concurrent slots) when Resend is connected in Settings. Growth-only playbooks and commerce systems show Upgrade required on Starter. Browse and cart require storefront tracking. If you are on Growth and blocked, check automation slot usage on Command center — upgrade to Ops or uninstall a playbook to free a slot.
Email alert errors (Starter)
Resend returns errors when the API key is invalid, the from address is not verified on your domain, or recipients are malformed. Save a valid key, verified from address, and at least one alert recipient in Settings, then send Test connection before installing email playbooks.
Slack, Discord, and Teams errors (Growth+)
If Slack returns 404, regenerate the incoming webhook URL in Slack and save again in Settings. For Discord or Teams, recreate the channel webhook and save again. Send a test message before installing Growth playbooks. Settings shows a scoped success or error banner per connector.
Failed runs in Results
Open View on a failed run for merchant-safe guidance: fix Resend credentials or Slack/Discord/Teams webhook in Settings, connect Klaviyo on Growth, upgrade when billing or plan limit blocked the run, or request Protected customer data when email is withheld.
No abandoned checkout runs
- Wait for idle delay plus up to 5 minutes (cron interval)
- Confirm checkouts/create and checkouts/update webhooks are registered
- Reopen the app after Protected customer data approval in Partner Dashboard
- Customer must reach checkout far enough for Shopify to emit checkout webhooks
Klaviyo events or flows
- Growth required for Engine Klaviyo connector — enable Send Klaviyo event on the playbook install
- Protected customer data approval required for checkout and order email on live stores
- Confirm the metric name in Klaviyo matches the install wizard (for example Arcanum Engine - Abandoned Checkout)
- Klaviyo flow not sending: check flow is Live, profile is not suppressed, and filters are not blocking
- No event on profile: wait for abandon delay, review delay, or booking to complete before expecting the metric
- Booking metrics use Hollow Reserve docs — Engine metrics and Reserve journey metrics are different triggers
Protected customer data and webhooks
Customer email in team alerts requires Protected customer data approval. Command center and Settings show a warning when order webhooks are not registered. Alerts can still fire with cart total and recovery link when email is withheld.
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