Why are users not entering my Customer Journey, or why are the entry numbers lower than expected?

Several factors can prevent users from entering a Customer Journey or cause lower-than-expected entry numbers. Here are the common reasons and how to check them:

1. Segment mismatch: Users must match every condition defined in the Journey's entry Segment.

   • Action: Re-check the Segment rules (tag values, AND/OR operators). Verify the users you expect actually have the required tags and values set. Note that for Existing + new users and New users only, event-based segments are not supported, and CSV-imported segments are static — no one is added after launch.

2. Campaign entry limit: The journey may restrict how often the same user can enter.

   • Action: Click Settings on the journey canvas and check Campaign entry limit (and Multiple sessions). Users who already entered within the configured window are blocked from re-entering until it expires.

3. Global frequency capping and silence period: These do not block entry, but they suppress messages, which can look like missing entries in message stats.

   • Action: Check Settings > Message delivery settings > Frequency capping (maximum capping period is 30 days), and the journey's Silence period. On each message element you can choose to use global limits, ignore them, or set a custom limit.

4. Internal journey logic: Users may enter successfully and then be filtered out immediately by logic inside the journey.

   • Action: Inspect the flow right after the entry point for a Condition split, Reachability check or Exit element that routes users off the main path. Double-click a journey element to see per-point drop-off reasons and counts.

5. Journey status and edit history: The journey may have been paused or edited during the period you are reviewing.

   • Action: Open the History panel (clock icon at the bottom-right of the canvas) to see when the journey was launched, paused, or modified and by whom. While a journey is paused no new users enter, and users sitting in a Time delay or Wait for Trigger step can be dropped if their wait expires during the pause.

Troubleshooting tips:

• Use User Explorer to inspect specific user profiles and verify their tags against the entry Segment conditions.
• Compare entry numbers across time ranges against the History panel to correlate dips with pauses or edits.
• For per-point failures, see Drop-offs in Customer Journey — it lists each documented reason (Device not found, User not found, Filter not found, Tag not found, User mismatch, and others).