# Why no follow-up was sent

- HTML page: https://www.billabex.com/en/help/troubleshooting/why-no-follow-up-sent/
- Language: en
- Version française: https://www.billabex.com/fr/aide/depannage/aucune-relance-partie.md
- Updated: 2026-06-30
- Site index: https://www.billabex.com/llms.txt

<section class="help-summary" aria-labelledby="in-short"><h2 id="in-short">In short</h2><p>No follow-up does not always mean an error. The agent waits when there is no due balance, a contact is missing, a promise or pause is active, or a task needs a decision. Open the account, check invoices and the next communication, then resolve the displayed cause instead of forcing a send.</p></section>

## Expected result

You see either a coherent next communication or the blocker preventing the agent from scheduling it.

## Before you start

- Choose an account with an invoice you expect to qualify for follow-up.
- Locate its due date and actual remaining balance.

## Procedure

1. Open the account and confirm an unpaid or partly paid invoice has reached its due date.
2. Check that an active contact has a usable email address.
3. Review collection state, payment promises, and open tasks.
4. Look at scheduled communications and the organization’s first-reminder delay.
5. Correct missing data or resolve the task, then let the agent recalculate its plan.

## What Billabex does

The agent schedules on business days and considers invoice age, balance, prior exchanges, and case safeguards. An unresolved human decision takes priority over a theoretical cadence.

## If the result is not what you expected

- A future-due invoice may receive a preventive reminder but not an immediate overdue follow-up.
- A hard bounce invalidates the contact and can open a task before another attempt.
- If no reason appears after refresh, give support the account, invoice, and expected time.