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, such as matching specific segment criteria in a Segment Splitter element or meeting the conditions of a Wait for Event element.

If a user doesn't meet the criteria of an element (e.g., they don't belong to the specified segment), they might follow an alternative path (often depicted as an orange branch in the Journey editor) or exit the Journey altogether, depending on its configuration. This is expected behavior.

To investigate the specific path a user or device took within a Journey:

1. Open the relevant Customer Journey in the editor.
2. Locate and click the Find user path button (often represented by a magnifying glass or search icon).
3. Enter the Hardware ID (HWID) of the device you want to investigate.
4. The tool will display the exact path that specific device took through the Journey, including any points where it diverged or exited based on the Journey's logic.

This allows you to see precisely which steps the user completed, which conditions they did or did not meet, and why they may not have received a particular message or continued down the expected path.