Profiles not entering journeys in Adobe Journey Optimizer
In Adobe Journey Optimizer, profiles aren’t entering journeys even though qualifying event data is streamed into the relevant dataset. To fix this issue, check event data routing, identity fields, entry conditions, and test with known profiles.
Description description
Environment
Adobe Journey Optimizer, Adobe Experience Platform
Issue/Symptoms
- Profiles don’t enter the configured journey despite event data meeting all entry criteria and being present in the target dataset.
- Investigation reveals that events are received but subsequently dropped, resulting in no profile entrances.
Resolution resolution
To fix this issue, follow these steps:
- Confirm that event data streams directly to Data Collection and Connection Service (DCCS), not generated through query services or sent to datasets.
- Ensure all required identity fields, such as email, ECID, or CRM ID, are present in the event payload and match the identity namespace configured for journey entry.
- Verify that journey entry conditions (field names, values, and data types) exactly match those within incoming event payloads.
- Test with known qualifying profiles by submitting sample events and using Test Mode to confirm real-time journey entry.
- Review merge policy settings in Adobe Experience Platform to confirm correct inclusion of event datasets and expected identity field usage.
If issues persist, escalate to support for further investigation of potential backend bugs causing dropped events.
Related reading
- Adobe Journey Optimizer: test profile not trigger event journey
- Test your journey in Journey Optimizer Guide
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