Start with one example
Note the record, the event and when you expected the action. Check whether the workflow is active and look at that record's history. Separate a record that never entered from one that entered but stopped at a later action.
Check the actual entry conditions
Compare the example's values with the enrolment rules. If it completed the workflow before, check whether repeat enrolment is supported and enabled for the relevant trigger. A record cannot enter again while it is still in that workflow.
Make a controlled test
Changing repeat enrolment can cause the workflow's actions to happen again. Inspect messages, tasks and record updates first. Use an agreed sample; avoid bulk enrolment as a troubleshooting shortcut.
Know when to ask for help
If connected workflows change the same fields or customers could receive another message, get the intended behaviour and dependencies clear before editing. Workflow features also depend on your account's subscription and permissions.
Official references
Check the current documentation for your account and edition before changing a live process.
Keep passwords, API keys and customer records out of public enquiries. Secure access is agreed separately.
Explore HubSpot support