Job automation: Troubleshooting
Sometimes, an automated action might fail—a job isn’t added to a pipeline automatically or an automation doesn’t work when a job is automoved 
to a new stage, for instance.
You’ll always get a notification in your Inbox+ and via email when an automation fails. There’s always a reason behind why it failed—and a way to fix it. Read on to learn how to troubleshoot.
Send email automation failed
- “Cannot send email. There are no linked contacts with ‘Notify’ toggled on”
- “‘From’ field is empty in the email template”
- “The designated sender can’t send emails. Please check action settings”
- “The designated sender doesn't allow to send emails from their email account”
“Cannot send email. There are no linked contacts with ‘Notify’ toggled on”
What went wrong: A job with a Send Email automation couldn’t be automatically added to a pipeline or couldn’t be automoved to the next stage. This happened because the job is for an account that is still offline (the user of the account cannot receive email from TaxDome until they have activated the account).
The fix: In the Failed to add Jobs to Pipeline box, click on the account name, go to the Info tab, then invite the client to use their TaxDome portal by turning the LOGIN toggle on (to see detailed instructions, go here).
“‘From’ field is empty in the email template”
What went wrong: A job with a Send Email automation couldn’t be automatically added to a pipeline or couldn’t be automoved to the next stage. This happened because the email template’s From field wasn’t filled in.
The fix: Enter the name of the sender in the template’s From field (for more details, go here).
“The designated sender can’t send emails. Please check action settings”
What went wrong: A job with a Send Email automation couldn’t be automatically added to a pipeline or couldn’t be automoved to the next stage. This happened because the team member who sent the email either (1) hasn’t synced their email with TaxDome or (2) entered a name that doesn’t match their own in the email template.
The fix: The team member will need to either (1) sync their email or (2) change the name of the sender in the email template to match their own (for more details, go here).
“The designated sender doesn’t allow to send emails from their email account”
What went wrong: A job with a Send Email automation couldn’t be automatically added to a pipeline or couldn’t be automoved to the next stage. This happened because the team member named as the sender actually did not allow other team members to send emails on their behalf.
The fix: The team member will need to allow other team members to send emails on their behalf in the Email Sync settings (for more details, go here).
Other job automation issues
- “Can’t create task because the due date has already passed”
- Send message: “The sender’s permissions don’t allow you to perform this action”
- “Some messages were not sent. The following accounts are in status Offline, so we couldn’t send messages to them”
- Create proposal: “Action Forbidden! Your user permissions don’t allow you to perform this action”
- Apply folder template: “Action Forbidden! Your user permissions don’t allow you to perform this action”
- “There are no linked contacts with ‘Signatory authority’ toggled on”
“Can’t create task because the due date has already passed”
What went wrong: A job with a Send Task automation couldn’t be automatically added to a pipeline or couldn’t be automoved to the next stage. This happened because the due date specified in the task template has already expired.
The fix: Change the due date in the task template (see how) or use relative dates by turning off the Absolute dates toggle.
Send message: “The sender’s permissions don’t allow you to perform this action”
What went wrong: A job with a Send Message automation couldn’t be automatically added to a pipeline or couldn’t be automoved to the next stage. This happened because the employee named as the sender in the message template either (1) doesn’t have access rights to view all clients or (2) is not assigned to the account the message is for.
The fix: (1) Give the team member indicated as the sender in the email template access rights to view all clients (see how) or (2) change the name of the sender (see how).
“Some messages were not sent. The following accounts are in status Offline, so we couldn’t send messages to them”
What went wrong: A job with a Send Message automation couldn’t be automatically added to a pipeline or couldn’t be automoved to the next stage. This happened because the job is for an account that is offline (the users of this account cannot receive notifications emails until it is activated).
The fix: In the Failed to add Jobs to Pipeline box, click on the account name, go to the Info tab, then either invite the client to use their TaxDome portal by turning the LOGIN toggle on (to see detailed instructions, go here).
Create proposal: “Action Forbidden! Your user permissions don’t allow you to perform this action”
Apply folder template: “Action Forbidden! Your user permissions don’t allow you to perform this action”
What went wrong: A job with an Apply folder template automation couldn’t be automatically added to a pipeline or couldn’t be automoved to the next stage. This happened because the employee trying to launch the automation doesn’t have access rights to apply folder templates.
The fix: Give the team member indicated as the assignee of the job access rights to manage documents (see how).
“There are no linked contacts with ‘Signatory authority’ toggled on”
The fix: In the Failed to add Jobs to Pipeline box, click on the account name, go to the Info tab, then click the three-dots icon to the right of the contact’s email address and select Enable Signatory authority (for more details, go here).
Grant support team access
Before contacting the support team, grant them access to the web portal in advance so that they can perform some action as if they were owners of your firm. It allows the support team to quickly resolve issues by performing actions on your behalf, saving you time and ensuring efficient troubleshooting.
1. Go to Settings > Firm Settings from the sidebar menu.
2. In the Editor access section, toggle on Allow support team to log in with owner-like permissions.
3. (Optional) Set the time this permission is valid. By default, access is given for one month, but you can increase or decrease it.
4. Click Save.
