How can I check why a specific user or device didn't follow the expected path or receive a message in a Customer Journey?

Users progress through a Customer Journey based on the logic you define — for example matching segment, tag, or event-attribute criteria in a Condition split element, or meeting the conditions of a Wait for Trigger element.

If a user does not meet an element's criteria, they follow the alternative branch or exit the Journey, depending on how it is configured. This is expected behaviour, not an error.

To see the exact path a user or device took:

1. Open the relevant Customer Journey.
2. Click Find user path at the bottom right of the Journey canvas.
3. Enter any identifier associated with the user — User ID, HWID, email, phone, or push token.
4. The canvas highlights the steps that user completed, so you can see where they diverged or dropped off. A drop-off is marked with an exclamation mark; a fully completed path carries no special marking.

Limitations to keep in mind

• Only the last two months of user interactions and paths are available. Anything older cannot be retrieved.
• If the Journey has been modified since the user went through it, the path cannot be displayed.

Other flow-control elements you may see on a path include A/B/n Split, Reachability check, Time delay, Update user profile, Audience sync, and Exit from journey.

Details: Analyze user path in a customer journey.