Why are users missing or "stuck" in my Customer Journey after I edited it?

Editing a live Customer Journey, particularly deleting and recreating steps like a "Push Notification" element, can interrupt the flow for users who are currently active in it.

This can lead to two main issues: 

1. Users are dropped from the Journey: Users who were at the specific step that was deleted or modified may be removed from the Journey's flow and will not proceed to subsequent steps. 

2. Inaccurate statistics: The statistics for the modified step may stop updating correctly on the Journey canvas. The actions (like sending a push) might still be executing, but the visual reporting can be affected.

What should I do if users have been dropped from my Journey?

Unfortunately, users who have been dropped cannot be automatically re-inserted into their previous position in the Journey.

The recommended solution is to create a new campaign for these specific users: 

1. Contact our support team for assistance. We can help identify the users who were dropped from the Journey. 
2. We will compile these users into a new Segment for you. 
3. You can then use this new Segment as the entry point for a new Customer Journey to re-engage them.

To prevent this issue in the future, we recommend finalizing your Journey's structure before activating it. If significant changes are required for a live Journey, consider duplicating it, making the edits in the new version, and directing new users to the updated Journey.