Troubleshooting Journeys

This guide helps you identify and resolve common issues with Skio Journeys.

Discounts applying on every order

What's happening: Your customers are getting the same discount repeatedly, or discount percentages are stacking on each billing cycle.

Why it happens: Number of orders to apply to is left empty for a permanent discount in the Add discount node.

How to fix discounts applying on every order when it shouldn’t:

1. Ensure you have a Trigger filter set to order count equals 3

2. Set the Number of orders to apply to field in the Add discount node to 1.

Journey not triggering

What's happening: Your Journey should run but doesn't, even though the subscription seems to meet all the conditions.

Why it happens:

• Journeys trigger 1–2 minutes after order creation—in rare cases, discount codes may expire before the trigger fires

• The Journey references a deleted product or selling plan

• Date filters are blocking the trigger

How to fix it

If referencing products or selling plans:

1. Open the Journey and review all conditions

2. Remove or update references to deleted items

See our guide on managing deleted variants.

If using date ranges or code filters:

Remove unnecessary filters that may be blocking the Journey from running.

Multiple Journeys conflicting

What's happening: A subscription's price changes unexpectedly, or a Journey's changes get overridden by another Journey or bulk operation.

Why it happens: Multiple Journeys or bulk operations are trying to update the same subscription.

How to fix it:

Make sure only one Journey can run at a time:

1. Add conditions like:

   • Path A: "Has discount code X"

   • Path B: "Customer tag equals x"

2. This ensures paths don't overlap

If you use bulk operations, pause active Journeys before running them, then re-enable afterward.

Checking if a Journey ran

What's happening: You're not sure if a Journey triggered or why it failed.

How to check why a Journey didn’t run for a specific subscription:

1. In the Subscription Management page, find the subscription you want to troubleshoot

2. Scroll down to the bottom of the relevant subscription card and copy the Subscription ID
   

3. Navigate to Journeys and click into the Journey you want to troubleshoot, then click on the Debug mode tab at the top of the page
   

4. Paste the Subscription ID into the field and click View

5. Each node will have a description of whether it was successful, giving you insight as to why a Journey didn’t run for a specific subscription

Complex quantity-based or price-based discount rules not working

What's happening: You're trying to apply discounts based on cart value or tiered pricing, but it's not working reliably.

Why it happens: Journeys don't support complex, threshold-based discounting with add/remove actions.

How to fix it:

Use volume discounts instead:

1. In the lefthand menu of your Skio Dashboard, go to Features > Volume Discounts

2. Create a rule that applies automatically based on price or quantity

Still need help?

If you've tried these solutions and your Journey still isn't working as expected, reach out to Skio Support at help@skio.com for assistance.

When contacting support, include:

• The name of the Journey you're troubleshooting

• A link to an affected subscription

• A description of what you expected to happen vs. what actually happened

• Screenshots of your Journey conditions and actions

• Any error messages or audit log entries

This information helps our team diagnose the issue faster and get your Journey running correctly.