Pausing, editing, or canceling a sequence
You sent a sequence and something's off — wrong template, wrong list, wrong cadence. Or worse, you're watching a lead get the same email three times in a row. Here's how to take control.
Quick reference
Stop the whole sequence from sending anything more
Pause the sequence (toggle it from Active to Paused)
Stop sending to one specific lead
Cancel that lead's enrollment from the sequence details page
Tweak the template or timing for future sends
Edit the sequence (pause first, edit, resume)
Permanently remove the sequence
Delete the sequence
Re-send to leads who were canceled or completed
Use Re-enroll from the sequence details page
Pause a sequence
Pausing is the safest "stop everything" button. Pause when you're not sure exactly what's wrong but you want sends to halt while you investigate.
Go to Pulse → Sequences in the Hub.
Find your sequence in the list. Click the Active/Paused toggle to flip it to Paused.
When a sequence is paused:
No new leads enroll, even if they match the trigger.
Already-enrolled leads stop progressing. Their pending steps are held — not sent, not skipped, not lost.
Already-sent emails stay sent. Pausing can't recall something that's already gone out.
When you resume, pending steps pick up from where they left off. If a step's scheduled date passed during the pause, the step skips forward to the next valid time (or honors its end-date setting, if one is configured).
If you need to stop sends right now and aren't sure what else is happening: pause first, diagnose second. You can always resume.
Cancel one lead's enrollment
If only one lead (or a small group) is affected — wrong person enrolled, lead asked to be removed, etc. — cancel that enrollment without pausing the whole sequence.
Open the sequence in Pulse → Sequences.
Go to the Enrollments view.
Find the lead. Use the row action to Cancel their enrollment.
The enrollment status flips to CANCELLED. No more sends go to that lead from this sequence. The lead can be re-enrolled later if needed.
Edit a live sequence
You can edit a sequence while it's active, but it's safer to pause first if the change is non-trivial.
Safe edits without pausing:
Renaming the sequence
Editing copy on a step that hasn't been scheduled yet (no leads at that step)
Edits that benefit from pausing first:
Changing the timing on a step
Reordering or deleting steps
Adding new steps
Changing the trigger
When you change a step's content, only sends that haven't been queued yet pick up the new content. Anything already sent stays sent. Anything that was already scheduled to send within the next few minutes may have been queued with the old content — pause first if you need certainty.
After editing, resume the sequence.
Delete a sequence
Deleting removes the sequence permanently. Anything that hasn't sent yet won't send. Existing enrollment records remain for audit but no further activity happens against the sequence.
Prefer pausing to deleting unless you're certain you won't want to resume. Pausing keeps your edit history and lets you reactivate the same sequence later. Deletion is irreversible.
Emergency: a sequence is sending too many emails
If you're seeing a lead receive the same email multiple times, or sends going out faster than configured:
Pause the sequence immediately — first action, before investigating.
Open the Enrollments view to see who got what. Cancel the worst-affected enrollments.
Check the Triggers — multiple overlapping triggers shouldn't cause duplicate sends (Mobly deduplicates enrollments), but a misconfigured Tag trigger could be re-enrolling leads each time a tag is reapplied.
Contact your CSM with the sequence name, the affected lead(s), and what you observed. Mobly's team can audit the send history server-side and confirm what actually went out.
Re-enroll leads
You may want to send a sequence to leads who already completed it, were canceled, or were marked ineligible — for example, after editing the sequence content.
From the sequence details page, use the Re-enroll action.
Optionally scope it to a specific list of leads, or re-enroll everyone who isn't currently active.
Re-enrolled leads start the sequence from step 1.
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