Why are changes to my Customer Journey being lost or displayed incorrectly when multiple users access it?

Lost changes, broken connectors between elements, or newly added blocks that do not appear for everyone are almost always caused by a single Customer Journey being open for editing in more than one place at the same time.

Why it happens

The journey editor saves automatically as you work, and it does not synchronise in real time between sessions. If two people — or one person in two browser tabs — have the same journey open, the last state sent to the server wins and silently overwrites the other session's edits. Other sessions do not see the change until the page is manually refreshed.

How to avoid it

• Only one person edits a journey at a time. Coordinate with your team before you start.
• Close other tabs that have the same journey open, including read-only ones — they can still push a stale state.
• Refresh the page before you begin, so you start from the current server state rather than a snapshot from earlier in the day.

Editing an active journey

An active journey cannot be modified in place. Open the campaign's dropdown menu and choose Pause to edit first; the campaign moves to the Paused state, you make your changes, and then you click Re-launch campaign. Because pausing is an explicit, visible state change, it also makes concurrent editing easier to spot.

Recovering from a conflict

Open the History panel — the clock icon at the bottom-right of the journey canvas. It logs when each update happened, who made it, and what was modified, and each entry can be expanded to see the changes to individual elements. Use it to identify which session overwrote which, and to reconstruct the edits that were lost.