Troubleshooting why a flow message skipped a profile

Troubleshooting why a flow message skipped a profile

Estimated 4 minute read

Updated Oct 7, 2026, 12:00 AM EST

Table of contents

You will learn
Finding a flow message's skipped reason(s)
What each skipped reason means
Additional resources

You will learn

Learn where to find the skipped reasons for why a flow message skipped a profile, as well as what each reason means. Knowing the skipped reason(s) for a message is key to measuring the performance of a flow. It can help you determine if your flow is set up correctly, if the message is in the right format, and if the right people are receiving your content.

Keep in mind that while a high number of skips can indicate a problem with your setup, that is not always the case. For instance, abandoned cart flows should always have a lot of skips, as everyone who begins to check out enters the flow, but those who then place an order are skipped due to the Placed Order 0 times since starting this flow filter.

Campaign skip reasons are slightly different from those used for flows. If you are troubleshooting why a campaign skipped profiles, see our article on troubleshooting skipped profiles in email campaigns.

Finding a flow message's skipped reason(s)

To view the skipped recipients for a flow:

Edit the flow you'd like to view.
Click on a message in the flow that has been skipped.
In the sidebar, click View details in the Performance section of the sidebar.

Click on the Recipient activity tab.
Click the Skipped tab.

Use the Type dropdown to select a skip reason and view the profiles skipped for that reason.

What each skipped reason means

The Skipped tab shows skip reasons for the selected flow message. Select a reason from the Type dropdown to see which profiles were skipped for that reason. The following are examples of reasons that can apply to both email and SMS messages:

Smart Sending Skipped because Smart Sending is enabled and they received a message from the same channel (e.g., email or SMS) too recently
Person No Longer in List Skipped because they are no longer in the trigger list or segment
Fails Flow Filters Skipped because they don't meet the criteria in the flow filters at send time
Fails Additional Filters Skipped because they don't meet the criteria specific to this flow email or SMS at send time
Person DeletedSkipped because the profile no longer existed at send time
Action DeletedSkipped because the email, SMS, or update profile property action no longer existed at send time

Email-only skipped reasons

Email-specific skipped reasons include:

Missing Email Skipped because there is no email address associated with their profile
Person Suppressed Skipped because they unsubscribed or hard bounced from all emails
Email Syntax Error Skipped because the email template contains a syntax error
Catalog Item Unavailable Skipped because a product in the rendered email content is currently out of stock or not available
Over Email LimitSkipped because you went over your account's sending limit
Unable to Send EmailSkipped because we ran into an unexpected error at send time
Invalid From EmailSkipped because the sender email address (i.e., your from address) is not a valid address
Error Retrieving External DataSkipped because there was an issue retrieving data from an external source (for example, a coupon code from Magento 2 or Shopify)
Coupon Category UnavailableSkipped because the email contains a placeholder to pull in a dynamic coupon restricted to a certain category, and the category was deleted
Unable to Create Coupon Skipped because we were unable to create the coupon due to an error in the coupon itself (e.g., referencing a URL that is no longer valid) or you are sending too many coupons out in a short amount of time. We suggest reviewing all elements of your coupon or adding coupon codes in advance to a campaign.
No More Uploaded Coupons RemainSkipped because the email contains a placeholder to pull in an uploaded coupon and no more uploaded coupons remain
Coupon Doesn't Exist Skipped because the coupon referenced in the email doesn't exist or its name doesn't match the coupon you created; coupon names are case-sensitive.
Email CancelledSkipped because the email had been cancelled at or before send time
Suspicious EmailSkipped because this email has hard bounced across the Klaviyo infrastructure
Email Dropped When an email was not sent because the email address is suspicious

SMS-only skipped reasons

SMS-specific skipped reasons include:

Unable to Send SMSSkipped because we ran into an unexpected error at send time
Missing SMS Consent Skipped because the recipient does not have the consent required for this SMS message. For a marketing SMS, check that the phone number has active SMS marketing consent.
Missing Phone NumberSkipped because the recipient does not have a phone number associated with their profile
Phone Number is Not ValidSkipped because the recipient does not have a valid phone number
Phone Number is in Country Not Supported by SMSSkipped because the recipient's phone number is not in a location where Klaviyo SMS is available
Missing Sending Number Skipped because your account does not have an SMS sending number available. Review your sending-number setup in Settings > SMS.
Over Send Limit Skipped because your account reached its SMS sending limit. To review or change your plan, click your account name in the lower left, then go to Billing > Change plan.

Additional resources

Troubleshooting a flow

Learn how to troubleshoot a flow when you notice it behaving differently from expected. - Understanding flow triggers and filters

Learn more about Klaviyo filters which can be used to further narrow triggers or actions in flows. For example, if a flow triggers when someone places an order, a trigger filter could be added to limit this to specific product types. Trigger filters are evaluated alongside the trigger itself to only let certain people into a flow.

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