Leads aren't moving

Start on Campaigns → your campaign. If a red banner says This campaign isn't sending, fix what it lists first; see Campaign health indicators. If there's no banner, work through the causes below.

You can also ask the AI Sales Copilot "why isn't this campaign sending?". It reads the campaign, its queue and its senders together and says what it finds.

Leads not moving: the campaign is paused

The switch at the top of the campaign shows Paused. Nothing sends from a paused campaign.

Fix: turn the switch on. The readiness check runs first. See Preflight checks.

Leads not moving: a sender is disconnected

Leads are assigned to a specific sender. If that account disconnected, its leads stop until it's back.

Fix: reconnect the account on Sender Accounts. See Reconnect a sender.

Leads not moving: a sender was removed from the campaign

Leads already assigned to an account you unassigned in Settings → Connected Accounts stop moving. They aren't handed to another sender.

Fix: select the account again in Settings → Connected Accounts.

Leads not moving: outside work hours

Steps only go out inside the campaign's work hours, in its timezone. A campaign whose Work Hours switch is off still sends only 9 AM to 5 PM, Monday to Friday, US Eastern time, not around the clock.

Fix: check Settings → Work Hours and the timezone. Keep the switch on and turn on the days and hours you want. See Work hours and daily limits.

Leads not moving: daily limits or sender caps are used up

Each action has a campaign daily limit per sender, and each account has its own daily and weekly caps. A new account ramps up over 14 days, starting low. When the caps are used, remaining leads wait for the next day.

Fix: wait for the next day, raise the campaign's Daily Limits, or assign more sender accounts. See Sender limits and ramp.

Leads not moving: the wait between steps hasn't passed

Each step waits its Wait after this step before the next, counted from when the previous step went out. After a connection request, the lead waits the whole acceptance window before the branch check.

Fix: none needed. Check the step waits on Sequence; the day labels show the earliest each step can go out.

Leads not moving: no leads left to start

Not yet contacted is zero on Analytics, and every lead is active, completed or paused. The campaign has nothing new to send.

Fix: add leads on Leads with Find Leads, Add Lead or Upload CSV.

Leads not moving: the credit balance is zero

Sending stops when your credit balance runs out, because personalization and replies spend credits.

Fix: add credits on Credits & Billing. See Credits and rollover.

Leads not moving: a payment failed

After a failed payment, sending is paused for the whole workspace until the card is updated.

Fix: update the card on Credits & Billing. See Failed payments.

Leads not moving: the lead replied

A lead who replied leaves the sequence, and a lead whose reply is still being processed is held so no step goes out on top of it. Their replies appear in the Inbox.

Fix: none needed. Answer them in the Inbox, or let the Appointment Setter handle them.

Leads not moving: an AI Personalization field is held

When research can't support an AI field and it has no fallback that works, the lead is held for 24 hours and retried.

Fix: add a Fallback value to the field. Use Preview → Generate on the step to see which leads would be held. See Personalization fields.

Leads not moving: the lead is in another campaign or on Do Not Contact

A lead that's already in progress, or mid-conversation, in another campaign on the same channel waits rather than getting a second cold message. A lead on the Do Not Contact list is never contacted.

Fix: check the lead's other campaigns, and the list in Settings. See Do Not Contact.

Leads not moving for a week

A lead in an active campaign that has been due for 7 days without its step going out is taken out of the sequence, and its activity records it as paused for inactivity. This catches leads stuck behind a problem that wasn't fixed.

Fix: fix the underlying cause above first. If many leads were affected, contact support with the campaign name.