Why is the same email being sent multiple times from my Customer Journey?

Receiving the same email more than once from a single Customer Journey usually comes from one of three causes. Check them in this order:

1. The user re-entered the journey

This is the most common cause. If no entry limit is configured, the same user can enter the journey again (for example, each time the entry event fires) and will receive the whole email sequence again.

1. Open the journey and click Settings on the canvas.
2. Select Campaign entry limit.
3. Set how often a person may go through the journey — for example Once in a lifetime, or a limited number of entries per period.

2. The same email content is used in more than one step

1. Review every Email element in the journey flow.
2. Check which email content/preset each step uses.
3. If different stages should send different messages, create and select distinct email content for each step.

3. The recipient address is reachable through several profiles

In Pushwoosh an email address is stored as a device. If the same address is registered under more than one User ID, each profile is messaged independently. Check the address in Audience > User Explorer and de-duplicate the registrations.

If the emails keep repeating after setting a Campaign entry limit and confirming one email element per stage, contact Pushwoosh support with the journey name and the recipient address.