If your journey isn't running as expected, there are a few common causes to check. You can work through each section below to identify and resolve the issue.
Check the journey is activated
A journey won't trigger if it hasn't been activated. You can confirm the journey's status and activate it if needed.
From the Modules Menu, click Journey Builder.
Find your journey in the list.
Check the status column, it should show Active.
If the status shows Draft or Paused, you should update the status to activate it.
📌 Note: For steps on activating or reactivating a journey, see Activate, pause or reactivate a journey.
Check the schedule dates
If the journey is active but still not triggering, the schedule dates may be set incorrectly. You can review and update them.
By the relevant journey, click Edit.
Go to the journey settings.
Check the start and end dates to confirm they cover the current date.
Update any incorrect dates, then save your changes.
Check the sender profile settings
Sender profile filters can prevent certain contacts from entering a journey, even if they meet all other criteria. You can check whether your sender profile is filtering out contacts unintentionally.
Open the journey settings and note the sender profile in use.
Review the sender profile's filter rules, such as loyalty tier or contact type restrictions.
Check whether any affected contacts match a filter that would exclude them.
If needed, update the sender profile filters or assign a different sender profile.
⚠️ Important: You can't update the sender profile once a journey is live. If you need to change the sender profile, you'll need to pause the journey, duplicate it, and set the correct sender profile on the new version.
Check the selection is returning contacts
A journey won't trigger if the selection it's based on returns zero contacts. You can verify the selection is working correctly.
Identify the selection linked to your journey.
Open the selection and check the contact count.
If the count is 0, review the selection logic, filters may be too restrictive or referencing outdated data.
Update the selection criteria as needed, or use the AI segmentation tool to review the logic with you.
📌 Note: If you've recently updated the selection but the journey still isn't triggering, allow time for the next scheduled run to process.
Still not working?
If you've worked through all of the above and your journey still isn't triggering, contact our support team with the journey name or ID and details of what you've already checked and they would be happy to assist you.