If customers are signing up through your Alia popup but not receiving your Postscript welcome automation, one of the following is likely the cause. Work through each check to find and resolve the issue.
1. Check Integration Connection In Alia
Before diving into Postscript settings, confirm that the Postscript integration is properly connected inside Alia. A disconnected or misconfigured integration means subscriber data will never reach Postscript in the first place.
In your Alia dashboard, go to Integrations and confirm that Postscript appears as a connected integration.
If it's disconnect, here's the article on how to connect your Postscript account to Alia.
2. Automation Trigger Is Not Set Correctly
Postscript automations are triggered by specific keywords, opt-in events, or subscriber created events. If the trigger doesn't match what Alia sends, the automation won't fire.
Wrong keyword: If your welcome automation is triggered by a specific opt-in keyword, make sure it matches the keyword associated with your Alia popup integration.
Wrong event: If you're using the onsite optin feature of Postscript on the popup, our recommended trigger would be the "subscriber created" event to trigger the automation. You can use keyword or event filters to exclude any other subscriber on the flow if needed.
3. Flow Filters Are Kicking People Out
Postscript automations can have subscriber-level filters that exclude people even after they've met the trigger condition.
Open your welcome automation in Postscript and review any audience filters or conditions applied to the trigger.
Look for filters based on keyword opt-in source, subscriber properties, or prior automation history that might be excluding Alia signups.
Make sure the automation is set to Active, automations in a paused or draft state will not fire.
4. Postscript SDK Is Not Installed
Alia's Postscript integration relies on the Postscript SDK being correctly installed on your storefront. If the SDK isn't present or is loading incorrectly, signups won't be passed to Postscript at all.
Verify that the Postscript SDK snippet is installed on your store, ideally in the theme's theme.liquid file.
Use your browser's developer tools (Network tab) to check whether the Postscript SDK is loading on your site without errors.
If you recently updated your theme or switched themes, the SDK snippet may have been removed and needs to be reinstalled
You can reach out to your Postscript account manager, if you need further help troubleshooting the SDK issue.
5. Phone Number Not Verified
Postscript requires a verified sending phone number (or short code) before SMS messages can be sent. If this step hasn't been completed, your automations won't send.
Go to your Postscript account settings and confirm your sending phone number or short code is verified and active.
If you're using a toll-free number, make sure the toll-free verification process has been completed with Postscript, this is a carrier requirement and can take time.
Unverified numbers may allow subscriber collection but will block outbound messaging entirely.
6. SMS Marketing Is Not Set Up Yet
Even if Postscript is installed, your account needs to be fully configured for SMS marketing before automations can send.
Confirm your Postscript account has completed the setup process, including legal opt-in language, terms of service compliance, and program details.
Make sure your store's SMS program is active — new accounts sometimes have a review or approval period before sending is enabled.
Still stuck?
If you've gone through all the checks above and the automation still isn't firing, reach out to our support team with your Postscript keyword and a description of your automation trigger. We'll help you diagnose the issue.