Why are my Customer Journey statistics inaccurate or users not progressing after I modified the journey?

Both draft and active Customer Journeys can be edited, but changes to a running journey affect users who are already partway through it, which is why statistics can look inconsistent afterwards.

How to edit an active journey

1. Open the campaign's dropdown menu and select Pause to edit. No new users enter while the journey is paused; users already inside stay in it.
2. Modify or delete elements exactly as you would in a draft. Changes are saved automatically.
3. Click Resume campaign at the top right.
4. For an Audience-based entry, choose how the existing audience is handled on resume:
   • Do not re-enter audience into campaign upon resuming (default) — users who already entered continue from where they left off.
   • Re-enter audience into campaign upon resuming — users who still match the segment may re-enter, if the Campaign entry limit allows it and they are not currently in the journey.

What you can lose (and why stats look off)

• Users waiting in a Time delay keep their original send time: if it passes during the pause, the message goes out immediately after you resume.
• Users waiting at a Wait for Trigger element or in an opened/not-opened split whose wait ends during the pause continue along the Not triggered / Not opened branch after you resume.
• Users waiting at any of these elements are lost if the pause lasts longer than 7 days, if you select Stop campaign while paused, or if you delete the element during editing.
• Deleting an element permanently deletes its statistics. Export or screenshot anything you need before removing a step.
• If you change push, in-app, email or SMS content, users still in the journey receive the new version after resume when the change applies to the current version. If resuming starts a new version, users already in an older version keep the content they entered with.

When to clone instead

Cloning is still the safer option when you are restructuring the flow substantially, when you need the original journey's statistics kept intact, or when you want to A/B a new variant. In that case: pause the original, clone it, edit the clone, launch the clone, and let the original finish processing the users already in it.

Tip: after any edit, open the History panel (clock icon at the bottom-right of the canvas) to see when each change was made, by whom, and what was modified. Use it to correlate dips in your statistics with edits and pauses.

Learn more: Journey editing and Journey history and versions