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I’m troubleshooting an issue where a user did not receive an email that they should have. When I inspect this user’s events, the emails definitely were never sent (so it’s not a case of the emails landing in spam).
 

These emails are sent as part of a journey, and this journey is triggered by a specific event. When I inspect the user’s event history, I see this even was, in fact, triggered.
 

To investigate what happened, I want to determine if this user was, in fact, added to the journey. And, if so, I want to be able to track their progression through the journey to determine where they exited -- since they evidently didn’t reach the point where the email is sent. How do i accomplish this? I’ve poked around the interface and I can’t figure it out. 

 

Thanks for your help!

Hey ​@avrum!

 

This question is as old as Iterable itself 😂😂

 

TLDR, you can set up static lists to monitor which users entered and exited a workflow, but I personally find this tedious. Having had this exact same problem many times in the past, my troubleshooting tips are:

 

  1. Make sure the user is subscribed to the message channel and type
  2. Make sure the workflow is configured to allow multiple entries over the user’s lifetime, if that’s relevant
  3. If it’s a marketing email, make sure the user did not receive the same email within the previous 24 hours
  4. If you want to get more granular, you can also find a user who had the same event fire around the same time and did receive the email and then look for the differences. 

In my experience, these sort of things are almost always bugs on my side and these are the steps I’ve learned to follow when something like this comes up. 
 

Hope that helps! Let me know if you have follow up questions. 

Hi ​@avrum , 

​@drakeballew provided some fantastic tips for troubleshooting. Those are the same points we’d check for, to start.

User movement in journeys is not tracked automatically, so it may be difficult to figure out what happened by looking in the app UI, but our Support team is happy to help investigate if you can share the following.

  • User identifier (email or userId)
  • Journey ID
  • Time frame of when the user should have entered the journey and when the campaign should have been sent

Please feel free to reach out by emailing support@iterable.com or using the chat option in the app.

Furthermore, if you want to track when users reach specific points in a journey manually, you can set up changes to occur and reference those changes outside of the journey. The easiest way to do this is to use a List membership tile to add users to a static list when they reach a particular point in the journey. 

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