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Shopify Discussion
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Topic summary

A user is experiencing issues with Shopify’s out-of-the-box Welcome New Subscribers automation. While test emails send successfully, actual subscription emails fail to trigger. When attempting to edit the workflow’s starting conditions, the system returns an error message: “Error querying step configuration data. Try again in a few minutes.” The user also notes their store theme is Reformation. Screenshots were attached to illustrate the problem but appear corrupted in the post text. A Shopify support representative responded, acknowledging the issue and directing the user to contact the live support team through the Help Center’s Chat Bot to request an Advisor. The support team can troubleshoot directly within the account and escalate to the Technical Team if necessary. Status: Unresolved; requires direct technical support intervention.

Summarized with AI on November 8. AI used: claude-sonnet-4-5-20250929.
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I am using the out-of-the-box Welcome New Subscribers automation to email customers who subscribe to our site. The send test for the email works. However, when we tested an actual email subscription, the system did not send the email. I went into the automation, and all looked good. I edited the starting workflow Start when conditions and selected the same condition from the Shopify triggers. I expected no errors from that simple task. What I received in the :

“Unable to load step configuration
Error querying step configuration data. Try again in a few minutes.”

See screens. Also, my store theme is Reformation

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1 Like
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Hi, @toujourslafranc

Thanks for posting!

I understand you’re having trouble with a new subscriber email being sent.

For situations in which something could be an issue on our end, it’s best to reach out to our live team in the Help Center. Our team here can speak with our Technical Team and troubleshoot directly within your account, and if necessary, escalate the situation.

As such, please use the Chat Bot in the Help Center to request an Advisor. A member of our team will be happy to help!