Browse all guides

A Pengo Action failed or didn't run

Find out why a Pengo Action failed, never ran or is still waiting, from a disconnected integration or missing scope to an unverified customer.

Troubleshooting Starter plan and up 1 min read Updated Oct 21, 2026

On this page

Start in Intelligence Actions . The Activity tab shows the actions Pengo ran or requested and how each one turned out.

#It failed after approval

When you approve and the action fails, the inbox shows “Approved, but the action failed” with the reason. Common causes:

The integration is disconnected. Check the tool in Settings Integrations and connect it again.
A scope is missing. For example, Shopify needs write_orders to add notes and cancel orders. Update the app’s scopes in the tool, then reconnect.
The tool refused the change. An order that has already shipped can’t be cancelled, and a subscription that’s already cancelled can’t be paused. Handle it in the tool itself.

The customer is told a teammate will follow up, so reply to them once it’s sorted.

The action is Off. Check its mode in the Tools tab.
The customer isn’t verified. Billing changes and cancellations need a verified customer. See Identity and safety.
Pengo Intelligence isn’t answering. See Pengo Intelligence isn’t answering visitors.

Actions on Ask first wait until a teammate approves or rejects them. Open the conversation, or the Approvals tab, to decide.

Is the customer told when an action fails?

Yes. Pengo tells them it couldn't complete the request automatically and that a teammate will follow up.

Can I retry a failed action?

Make the change in the tool itself, or fix the cause and ask Pengo again in the conversation.

Was this guide helpful?

Your answer helps us improve it.