Overview
Use this article when an Automation did not run, did not deliver, or ran but did not produce the result you expected.
Find the symptom that matches what you see.
The automation never ran
Likely causes
The Automation is paused or needs attention.
Open Moby > Automations and check the status.
The schedule timezone is different than expected.
Automations run in the timezone set when they are created or edited.
Your plan or account has a usage limit.
Triple Whale has moved from credits to a usage-based model.
Resolution
Open Moby > Automations.
Check whether the Automation is paused, failed, or needs attention.
Open the Automation’s conversation thread and ask Moby what stopped it.
Confirm the schedule and timezone.
If usage limits may be involved, check your plan or contact support.
It ran, but nothing arrived at the destination
Likely causes
The Automation ran, but delivery failed.
The destination was not configured.
The Slack app is not in the destination channel.
The email recipient list is incorrect.
Resolution
Open the Automation’s conversation thread.
Confirm whether the run produced output.
If the output is in the thread, check the destination setup.
For Slack, confirm the Triple Whale app is a member of the destination channel.
For email, check the recipient list and spam folder.
Tell Moby the correct destination so it can update the Automation.
It ran, but no account changes happened
This is a common source of confusion. If the Automation includes actions, a run may execute supported changes or create proposals for review, depending on your account’s action approval behavior.
Likely causes
The action required approval.
When a scheduled action requires approval, Moby prepares the proposed change and waits for review before execution.
No rules matched.
A healthy rules Automation may have runs where nothing crosses a threshold.
Action access is not enabled.
If attempted changes fail with an error like “actions are not available,” action access may not be enabled for the account.
Resolution
Open the Automation’s conversation thread and review the run output.
Open the Actions log from the Automations page.
Look for pending, failed, rejected, or expired action records.
If proposals are pending, review and approve the ones you want Moby to run.
If action access is not enabled, contact your Customer Success Manager or Triple Whale support.
After actions are enabled, ask Moby to retry.
It ran, but the output is wrong or outdated
Likely causes
The Automation instructions are too broad.
The date range is not what you expected.
A connected integration is missing or unhealthy.
The Automation needs updated metric definitions or filters.
Resolution
Open the Automation’s conversation thread.
Tell Moby exactly what is wrong.
Include the specific number, section, or date range you expected.
Restate the comparison window explicitly.
Examples:
“Use the last 7 completed days, compared with the 7 before.”
“Only include Meta campaigns.”
“Rank by spend, then show ROAS and Cost per Acquisition.”
“Exclude campaigns with less than $100 spend.”
If platform data is missing, confirm the integration is healthy before changing the Automation.
Still stuck?
Contact Triple Whale support with:
Automation name
Approximate run time
Destination
Expected result
Actual result
Any error message shown in Moby
Related questions
Why did my Automation not run?
Why did my Automation not send to Slack or email?
Why did an Automation run but not make account changes?
Where do I find pending action proposals?
What happens if an action proposal expires?
How do I fix an Automation with the wrong output?
What information should I send support?