# My Loop isn't sending — what should I check?

A quick checklist for why a Loop isn't sending — status, connected channels, enrolled people, and credits.

If a Loop isn't sending, it's almost always one of four things: the Loop is paused, a channel it depends on is disconnected, no people are actually enrolled in it, or you're out of credits. Open the Loop's detail page and work through the checklist below — each check takes seconds.

## Is the Loop actually active?

Go to **Loops** and open the Loop in question. At the top of the page you'll see a status pill:

- **Active** — running normally.
- **Paused** — sends are stopped until you resume it.
- **Draft** — it hasn't been launched yet.
- **Completed** — it's finished its run.

Only an **Active** Loop sends. If it says **Paused** or **Draft**, that's your answer — resume or launch it before checking anything else.

If the Loop is Active but shows a **Sends held** pill next to the status, hover it for the reason (for example a deliverability hold, a daily send limit, or a disconnected channel). This pill only appears while sends are actually paused mid-run, and it tells you exactly what's blocking things.

## Did the Loop just launch and hasn't sent yet?

A freshly launched Loop can show **0 sent** for a little while — that's expected, not broken. Look for a **Next touch in…** pill in the header. It tells you when the first message is scheduled. If it says "Sending soon…", the send is due and should go out shortly. If there's no pill and no sends after a reasonable window, move on to the checks below.

## Is the channel this Loop uses actually connected?

Every Loop shows the channels it uses (Email, Voice, Instagram, WhatsApp) as small pills in the header, right under the title. If a channel it needs isn't connected, sends over that channel won't go out.

To check or fix a connection:

1. Go to **Settings** → **Channels**.
2. Find the channel in the list. Email and Instagram show **Connect** if they're not linked yet; Voice and WhatsApp are managed by Loop and show **Managed by Loop** when active, or **Disconnected** with a **Turn on** button if you've switched them off.
3. Reconnect or turn on whatever's missing, then give the Loop a few minutes to pick it back up.

A disconnected channel is excluded from all outbound for that Loop until you reconnect it — even mid-run.

## Are there actually people enrolled?

Open the Loop and scroll to the section showing who's enrolled — labeled **Participants** for a challenge. It shows a count and the list of people currently enrolled. If this reads **0** or shows no one yet, there's simply no one for the Loop to reach — check how the Loop's audience was built, or add people from **People**.

## Do you have credits available?

Sends are billed per outbound action, and if your credit balance runs out, sending stops until it resets or you top up.

1. Go to **Settings** → **Billing**.
2. Check the credits bar — it shows credits used against your total for the period, plus when your credits reset.
3. If you're at zero, either wait for the reset date shown there or upgrade your plan.

## Still not sending?

If the status is Active, the channel is connected, people are enrolled, and you have credits, but nothing's going out, reach out at [dharsan@topmate.io](mailto:dharsan@topmate.io) with the Loop's name so we can look into it.