Why there are no leads in my campaign

Start with one shopper's events

Open Leads with no campaign picked. The campaign picker lists only leads who have had a run in that campaign, so a skipped lead is missing from it. Open a recent lead and press Events. The newest rows tell you where to look next.

Nothing reaches ACR

The check depends on the campaign's lead source.

• Shopify. The Lead source step must show Reading checkouts. If it shows Not reading checkouts yet, an admin presses Start reading checkouts under Integrations. Until then ACR ignores every checkout and order from the store.
• Custom API. ACR takes events only while the Checkout abandoned trigger is on. With the trigger off, the trigger URL still answers 200 and stores nothing, so your system's logs look fine. A checkout/updated event also needs a unique_id.
• File upload. These campaigns get no checkouts. A lead joins when you turn on Start a campaign for each imported lead during an import, or use Assign lead campaign on the lead's page. See Adding leads.
• Klaviyo. ACR does not read from Klaviyo today, so a campaign with this lead source gets no leads.

Two more limits apply to every source. A checkout becomes a lead only once it has an email or a phone number, so one with neither never reaches a campaign. And ACR does not fetch checkouts from before reading started, apart from the two hours the Growth Dept connection looks back on its first read.

The wait has not passed

A checkout counts as abandoned after 30 minutes with no activity, by default, and every update from the shopper restarts that clock. You set the wait on the Checkout abandoned trigger, in the Lead source step. When several published campaigns with their trigger on share a lead source, ACR uses the shortest wait among them.

A checkout with no activity for more than 7 days expires and never starts a campaign.

The campaign is not live

Read the badge on the Campaigns list. Only Running takes shoppers.

• Setup not finished means the campaign was never published. Open Review & launch and press Review and publish. Publishing does not switch the trigger on, so do that next.
• Paused means one of two things: someone paused it from the row menu, or it is published with its Checkout abandoned trigger off. Use Resume campaign for the first, and the switch on the Lead source step for the second.

A draft or a paused campaign leaves no Campaign skipped row on the lead. A published campaign with its trigger off does.

Another campaign takes the lead first

Campaigns on the same lead source form one ordered list, shown under Who to contact on the Start conditions step. The first campaign that accepts a lead gets it. A campaign with no conditions shows Takes every shopper, and any campaign below it shows Never reached: a campaign above takes everyone. Move yours up with the arrows, or give the one above it conditions. Campaign overrides can also change which campaign wins. Campaigns below the winner get no Campaign skipped row.

A/B test variants take shoppers only while their test runs. Once a test ends, its variants get no new checkouts, even with the trigger switched back on, and no row says why. To keep using a variant, duplicate it, publish the copy and switch on the copy's trigger.

What each skip reason means

These are the words in the What happened column, after Campaign skipped.

The checks on consent, suppression, country and contact details reject a lead only when no channel of the campaign can be used. If one channel passes, the run starts and steps on the other channels are skipped one at a time.