How can I export a list of users who reached a specific point or dropped off at a certain step in a Customer Journey?

You cannot export a list of users who dropped off specifically because of an error at a step, but you can export the users who reached a given journey element:

1. Export users who reached an element:

   • Open the campaign in the Customer Journey Builder.
   • Open the journey step you want to export — this works for push, email and in-app elements as well as Wait for Trigger, Condition split and others.
   • Click Export users, specify the date range, and click Start exporting. Exporting users requires the Personal data permission in your role.
   • When the export finishes, click the file to download it.

2. Investigate drop-offs:

   • Double-click the element where the drop-offs occur: the panel lists the drop-off reasons with their counts. There is no separate per-reason user export here. See Drop-off and skip reasons in Customer Journey.
   • For users removed from the journey by a cancel event, open Settings > Cancel events on the canvas and click the download icon next to the event name. The CSV contains the user IDs and the cancel event that triggered the exit.

Note: step-level export covers the last two months only, so keep the selected date range inside that window — older data cannot be exported.

You can use the exported lists to create Segments for further analysis, targeting, or troubleshooting.