--- title: "Troubleshooting Journeys" slug: "troubleshooting-journeys" updated: 2026-04-09T18:52:24Z published: 2026-04-09T18:52:24Z --- > ## Documentation Index > Fetch the complete documentation index at: https://help.skio.com/llms.txt > Use this file to discover all available pages before exploring further. # Troubleshooting Journeys > [!NOTE] > This guide helps you identify and resolve common issues with [Skio Journeys.](/help/docs/understanding-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`. ![](https://cdn.us.document360.io/a953bba6-c70d-43ce-bc77-d7f32a8fc514/Images/Documentation/CleanShot 2026-02-05 at 16.48.48.png) --- ## 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 > [!TIP] > See our guide on [managing deleted variants.](/help/docs/why-does-my-subscription-order-say-deleted-product-variant) **If using date ranges or code filters:** Remove unnecessary filters that may be blocking the Journey from running. --- ## Error: "The selected product variant is not attached to a selling plan" **What's happening:** This warning appears during Product Swap or Bundle Expansion Journey setup, before the Journey goes live. **Why it happens:** It means the product variant you've selected for the action isn't attached to a selling plan, and the action won't work until that's resolved. **How to fix it:** 1. In your **Skio Dashboard,**go to **Products**>**Selling Plans**. 2. Confirm the variant you are belongs to a Selling Plan. Learn more about [adding products to selling plans in our guide here](/help/docs/getting-started-with-selling-plans). 3. Return to the Journey and continue setup. If the variant is already attached to a selling plan and you're still seeing this warning, contact support. --- ## 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 > [!TIP] > 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** ![](https://cdn.us.document360.io/a953bba6-c70d-43ce-bc77-d7f32a8fc514/Images/Documentation/CleanShot 2026-02-05 at 16.54.10.png) 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 ![](https://cdn.us.document360.io/a953bba6-c70d-43ce-bc77-d7f32a8fc514/Images/Documentation/CleanShot 2026-02-05 at 16.53.25.png) 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![](https://cdn.us.document360.io/a953bba6-c70d-43ce-bc77-d7f32a8fc514/Images/Documentation/CleanShot 2026-02-05 at 16.56.36.png) --- ## 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](/help/docs/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.