Drop-off and skip reasons in Customer Journey

By double-clicking on the point of a launched Journey, you can see the reasons for drop-offs and the number of drop-offs for each cause.

A couple of events don’t show up in that panel at all: they’re recorded as Skipped in the point’s statistics instead. See Skip reasons.

Drop-off reasons

These errors remove the traveler from the Journey.

Account suspended

What it means: The account is disabled, so the Pushwoosh API is not available. Most often this pauses the whole Journey before it reaches the next traveler. If the account is suspended after a step has already started sending, that specific step can also drop the affected traveler with this same reason.

What to do: Contact the Customer Support Team or your dedicated Customer Success Manager to restore access. If the Journey was paused, resume it once access is restored.

Emails reached limits

What it means: Your account’s email sending limit has been exceeded, so this email couldn’t be sent.

What to do: Contact the Customer Support Team or your Customer Success Manager to raise the limit.

Internal error

What it means: A general error indicator meaning the Journey could not proceed for this traveler at this step. Common causes:

• The Event attribute referenced by a Time delay element is missing, or its value isn’t in the expected date format. A missing Tag in the same element results in Tag not found instead, but a Tag that exists with a value in the wrong format falls here too.
• The traveler’s UserID changed while the Journey was in progress, so the system can no longer find the profile to update Tags.
• An issue with the push preset or template used in a Send Push element.

What to do: For the Time delay cause, make sure the Tag is of the Date type with values in 2006-01-02T15:04:05 format (in UTC), or that you created the Event with an attribute of the Date type and values in 2006-01-02 15:04:05 format when sent via /postEvent. For the other causes, review the configuration of the affected element and the data of the travelers entering that step, or contact the Customer Support Team with the Journey and element details.

User mismatch

What it means: The device’s current UserID doesn’t match the UserID recorded for it in the Journey.

Note

For example, the client’s email is recorded in the UserID parameter and then mistakenly assigned to another user. If you try to set a user-specific Tag in the Update user profile element, the error will occur, as the Tag is considered to have already been assigned to another user.

What to do: Check the device registration process and make sure a UserID isn’t transferred to another user while the device is still active in a Journey.

Device not found

What it means: Pushwoosh has no device record for the HWID that entered the Journey. This can happen if:

• The HWID is only known to a system outside Pushwoosh and was never passed to Pushwoosh, yet an Event somehow still triggered the Journey.
• The device was registered before, but its HWID was later erased from the database.

What to do: Check the device registration process and make sure devices register correctly before they trigger the Event that enters the Journey.

User not found

What it means: Pushwoosh has no user record for the UserID that entered the Journey. This can happen if:

• The UserID is only known to a system outside Pushwoosh and was never passed to Pushwoosh, yet an event somehow still triggered the Journey.
• The user was registered before, but their UserID was later erased from the database.
• The UserID is an email address that was never associated with the device, so Pushwoosh doesn’t recognize the user and the email recipient as the same person.

What to do: Check your user registration process and make sure UserID values aren’t mistakenly erased from the database. If you use email addresses as UserIDs, make sure your development team associates them with the device.

Filter not found

What it means: The Segment used by the Journey existed when it was created, but was deleted after the Journey was activated. Unlike the other errors on this page, this stops the entire Journey, not just the affected traveler.

What to do: A finished Journey can’t be restarted: clone the Journey, point the clone to another Segment (or recreate the deleted one), and launch the clone.

Rich media not found

What it means: The rich media used in this element existed when the Journey was created but was deleted after the Journey activation.

What to do: Select another rich media (or recreate the deleted one) in the element.

Tag not found

What it means: A Tag used in a Time delay element isn’t assigned to some travelers, so they drop off at that step.

What to do: Verify the Tag is assigned to travelers correctly and hasn’t been deleted, or set up Time delay differently so fewer travelers drop off.

Note

This doesn’t apply to the Update user profile element: if the Tag it sets was deleted after the Journey was activated, that Tag update is silently skipped, and the traveler is not dropped.

Invalid push preset

What it means: The push preset used in a message element existed when the Journey was created but was deleted after the Journey activation. This pauses the whole Journey, not just the affected traveler.

What to do: Select another preset (or recreate the deleted one) in the element, then resume the paused Journey.

Time has already passed

What it means: The time calculated for a Time delay element, based on the Event attribute or the Tag specified, was already in the past.

What to do: Set up Time delay differently, or check the date value in the Event attribute or Tag used.

No vouchers left in the pool

What it means: There are no unused vouchers left in the selected pool. This includes vouchers already sent, as well as any deleted from the pool.

What to do: Add more vouchers to the pool.

Voucher pool has been deleted

What it means: The voucher pool used in the element existed when the Journey was created but was deleted after the Journey activation.

What to do: Connect a different voucher pool in the element. A deleted pool can’t be restored.

Voucher pool has expired

What it means: The pool’s expiration date has passed, so vouchers from it can no longer be sent.

What to do: Create a new voucher pool with a later (or no) expiration date and connect it in the element, or connect a different pool that hasn’t expired.

Request error

What it means: The Webhook element’s request failed to complete: a network error, a timeout, an invalid destination URL, or a non-2xx response from the destination. If the URL or request body template fails to render before the request is sent, that’s classified as Internal error instead; invalid headers in the element are silently dropped from the request rather than causing either error.

What to do: Check that the destination URL is correct and reachable, and that it returns a successful (2xx) response.

Skip reasons

These events don’t appear in the Drop-offs panel: the traveler continues to the next step as usual, and the point’s statistics record them as Skipped instead.

Frequency capping reached

What it means: The traveler already reached the frequency capping limit at this step. This is expected behavior: the message is skipped, but the traveler continues in the Journey.

What to do: No action is needed. To change how often this happens, adjust your frequency capping settings.

No match identifiers

What it means: In an Audience sync element, the traveler has none of the identifiers required to match the selected audience. The traveler is skipped for this step and continues in the Journey.

What to do: No action is needed for that traveler. To reduce how often this happens, configure user data mapping (Map user data) in your Meta Ads integration settings for better identifier match quality.