Why did subscribers stop partway?

Most often, Jounce reached a Send email step for those people and couldn’t send the email, so it stopped them there. Nobody got a broken email, and nobody else in the automation was affected. The yellow strip under the top bar counts them. The automation’s insights page says the same.

What stops a step

The strip points at the fix. Fix the step marked below means a card shows a red line. Select that card and make the choice the red line asks for. Check the email steps means the email itself needs a look. Open each Send email step’s email and look for one of these:

• The email is gone. The step’s card reads Choose another email, with the red line That email couldn’t be found. The strip reads Fix the step marked below. Jounce never sends a deleted email, so these people have stopped for good. Select the card, then Choose another email so new subscribers get one. See The Send email step.
• A block’s design is missing. The step’s card reads Your email has a block with a missing design. The strip reads Fix the step marked below. Open the email and delete the block that reads This block can’t be shown. See Why does a block say it can’t be shown?
• A button or link points somewhere that isn’t a real web address. The step’s card reads Your button points somewhere that isn’t a real web address, so the strip reads Fix the step marked below. Open the email and add a real web address to each one.
• The email has no content, or almost no live text. Live text is words a mail app shows as text, not as part of a picture. A design that goes out as a picture is sent as an image, the same for everyone, so its words don’t count as live text. Add a text block.
• A design that goes out as a picture holds a personalization tag or a link. Neither works inside a picture. Move the tag into text outside the picture, and put the link on the design’s button.
• The email has too many designs that go out as pictures. Each video on its own is one. The step’s card reads Your email has too many designs that go out as pictures, so the strip reads Fix the step marked below. Open the email, where the line under Before you send says how many to delete.
• The email still has something Jounce left open. This can happen in any email made in the current editor. The leftover is sample text, or a testimonial with sample or made-up words. Or it’s a missing number, an empty picture, or a countdown with no end time. The placeholder words in an item you add to a list count as sample text. The step’s card shows the line, so the strip reads Fix the step marked below. See What an AI draft leaves to you.
• Jounce needs your saved brand kit to make this email. Open your brand kit and save it.
• A picture inside a design that goes out as a picture didn’t load from its web address. A test send tells you. Open the email and select Send test. The test doesn’t go out, and the message names the design and counts the pictures. Replace them in the editor. See Why won’t my test email send?
• Jounce couldn’t put the email together. This one is on Jounce. It’s usually over by the time you look, and there’s nothing for you to change.

These are the same reasons a one-off send fails, in the same words. See Why did my send fail?

Then resume them

Once you fix the email, select Resume subscribers. The people carry on from the step they stopped at. Nobody gets a step’s email twice. See Resume stopped subscribers

While a marked card still names a problem in its email, the strip has no Resume subscribers. It ends Fix the step marked below, then you can resume them. Fix the email, and the button comes back.

When the strip says stopped for good

The strip can read 3 subscribers stopped for good. Jounce can’t restart them, so the strip has no Resume subscribers button. The rest of the line says whether there is anything to change.

• Nothing to fix — new subscribers run your current steps. Usually the step they stopped at is gone or can’t be read, or it’s a step you’ve since fixed. Some went round the same steps too many times, or were resumed as often as Jounce will try.
• Fix the step marked below so new subscribers don’t stop there too. A card shows a red line. If a Condition’s filters check a deleted segment, its line reads Replace the deleted segment in this condition. If a Send email step’s email was deleted, its line reads That email couldn’t be found. Jounce stops everyone who reaches that step. See The Condition step.

Replacing the segment, or choosing another email, fixes the step for everyone who enters after the change. People already inside finish the path they started on, so those still on their way to that step stop there too. See Editing a live automation.