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Dynamics 365 Community / Forums / Customer Insights - Journeys forum / Customer Journey not s...
Customer Insights - Journeys forum

Customer Journey not sending emails

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Posted on by MRNBagtas 50

Hi, All!

We recently encountered an issue wherein costumer journeys are not sending emails. Even the test journeys we made, the emails are just stuck in processing. 

Any idea on why is this happening or was there any update recently that could have affected this?

Thank you! 

Categories:
Customer Journey Design
I have the same question (0)
  • Suggested answer
    d_radulova Profile Picture
    d_radulova 2 User Group Leader on at

    Hi @MRNBagtas,

    Can you provide a bit more info?

    Has that customer journey ever worked previously / has it ever sent emails previously?  

    What customer journey template did you use (OOTB or custom)?

    Have you tried the same customer journey template with a different email?

    Have you opted in for the wave 2 upgrade recently?

    Thanks,

    -DD

  • MRNBagtas Profile Picture
    MRNBagtas 50 on at

    Hello, @dilyana!

    Thanks for your response! :)

    Yes, Customer Journey was working fine and sending out emails until yesterday. Suddenly all emails were stuck at processing. We tested and used both OOTB and custom templates and both are not sending.

    The design is just a simple segment to marketing email.

    We also checked the segment to verify that there are emails, and the setting is fine. Not sure though about the wave 2 upgrade.

    This was raised to MSFT, they did a remote session, but was not able to get the root cause and do resolution.

    Thanks,

    Rose

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