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Why is a registration not being recognized in the customer journey?

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Posted on by Dale Holmgren

I have the customer journey below set up, first one, for a Teams webinar event. I have included myself in the email invitation - Email xzh. I received the invitation, registered for the event but did not receive the second email - Email kj6. See the Registration and attendance screen shot below.

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RE: Why is a registration not being recognized in the customer journey?

Hi Dale,

Maybe you can refer the following link, Lauren17 met same issue:

(+) Customer Journey 'if registered' event trigger not working - Dynamics 365 Marketing Forum Community Forum

As he said:

Turns out that the If registered trigger doesn't work when you have duplicated contacts (more than one contact with same email address).

The event registration IDs would be assigned to the Contact record NOT in the customer journey.

We had to manually delete duplicates for our triggers to respond correctly.

When i try to use two contacts with same email address to test it, That's true.
Dale Holmgren 5 on at

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RE: Why is a registration not being recognized in the customer journey?

Thank you Leah. I did register for the event using the link from the email. I have waited days and haven't received the second email. The answer to why its set up like it is, is because I used an Event Template and that's what you see was the way the template suggested. I didn't want to make any changes to it. I can make changes as you suggest, I'm not sure I understand from your answer what to change. I'll read the content you provided and maybe then I can figure this out. I'll let you know how that goes. Thank you.

Dale
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RE: Why is a registration not being recognized in the customer journey?

Hi Dale,

Have you registered the event through click link in the received email?

You has set 'wait up to 1 hour' in the if/then, did you register the event within 1 hour of receiving the email?

I notice that you set wait for before second email, How long has it been since you registered?

Actually, i have questions about the following:Why you check event registered again? checking it twice in the same customer journey.

Finally, Maybe you can refer the following link to set customer journey:

Difference:(1)Add wait for before if/then; (2)using event registration marketing form in the email elements.

https://meganvwalker.com/events-in-d365-marketing-customer-journey-for-event/