Why are users not entering my Customer Journey after I paused and resumed it?

This is a setting, not a bug. When you resume a paused Customer Journey, the default behaviour is not to let the entry audience in again — users who had already entered before the pause simply continue from where they were, and no one is re-admitted. If your Journey looks completely idle after resuming, that default is usually why.

To let matching users enter again after you resume, enable the "Re-enter audience into campaign upon resuming" option.

Here's how to configure it:

1. If your journey is active, pause it first (campaign menu → Pause to edit).
2. Click the Audience-based entry element at the beginning of your journey to open its settings.
3. In the settings panel, find the section labeled "After resuming the campaign".
4. Switch from "Do not re-enter audience into campaign upon resuming" (the default) to "Re-enter audience into campaign upon resuming".
5. Save your changes and resume the journey.

Two conditions still apply even with the option enabled — a user is re-admitted only if:

• your campaign entry limit settings allow that user to enter again, and
• the user is not currently inside the Journey.

So a user who is still sitting in a Wait element, or who has already used up the allowed number of entries, will not be added a second time.

Note: if the Journey has a scheduled entry date, you will also be asked whether to exclude users whose local time has passed or let users enter immediately on relaunch.