Troubleshooting why a journey won't turn on

Overview

A journey may not turn on due to common configuration issues. This article highlights these common scenarios and offers guidance on keeping journeys live without interruption.

Missing entry criteria

To switch ON a journey, it is necessary to first set up entry criteria. Without it, the journey cannot be switched ON.

Example of the error notification indicating the journey cannot be switched ON without an entry criteria.

Using a deleted activity attribute in the entry/exit criteria

If the entry or exit criteria is using an activity attribute that has been deleted, the journey cannot be switched ON.

To resolve this, remove the deleted attribute from the entry/exit conditions.

Example of the error notification indicating the journey cannot be switched ON due to a deleted attribute.

Using a deleted activity attribute in the Attribution setting

An error message appears when an attribute for a selected activity no longer exists, usually because the attribute has been deleted. If attribution isn’t required, disabling it for the journey can resolve the issue.

TIP: To prevent this issue in the future, make sure to update the attribution settings. To do so, navigate to Settings > Attribution.

Learn more about attribution.

Example of error message when an attribute has been deleted from an activity.