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 precisely match all conditions defined in the Journey's entry Segment.

   • Action: Double-check the Segment rules (e.g., Tag values, logic operators like AND/OR). Verify that the users you expect to enter actually have the required Tags and values set correctly in their profiles.

2. Frequency Capping: The Journey might have Frequency Capping enabled, limiting how often a user can enter (e.g., once per month).

   • Action: Check the Journey's entry settings for any active Frequency Capping rules. Users who have already entered or completed the Journey within the specified timeframe will be blocked from re-entering until the capping period expires.

3. Internal Journey Logic: Users might successfully enter the Journey based on the entry Segment but are then immediately filtered out by conditional logic within the Journey itself.

   • Action: Examine the Journey flow immediately after the entry point. Look for conditional splits or checks based on Tags that might be routing users out of the main path or ending their Journey prematurely. Ensure that Tags used for this internal logic are being set as expected.

4. Journey Status & History: The Journey might have been paused or inactive during the period you are reviewing.

   • Action: Review the Journey's status history. If the Journey was paused, users attempting to enter during that time would have been blocked or dropped, impacting entry statistics. Significant drop-offs in statistics might also correlate with times the Journey was edited while active.

Troubleshooting Tips:

• Use the User Explorer to examine specific user profiles you expect to enter the Journey. Verify their Tags against the entry Segment conditions.
• Review the Journey's statistics, paying attention to entry numbers over different time ranges and comparing them to periods when the Journey might have been paused or edited.