Why does my segment show zero active users?
A zero Active Users count is not, by itself, proof that nobody matches your segment or that published content cannot appear. Check the reporting period shown in the column and any count-reset notice after a segment edit. The aggregate count, an individual user’s segment membership, and whether content appears are separate checks.
Confirm the workspace and user. Use the user ID or email sent by your app, and make sure you are checking the workspace installed in the environment you are testing.
Check the actual rules and data. Look up the user and compare their recorded traits and events with every condition, including AND/OR groups, exclusions, data types, and date ranges. A missing trait or event is different from a value that does not match.
Check recent activity and edits. Note when the segment was last changed and whether the identified user has visited your app since. If User Feed shows a matching user while the aggregate count remains zero, record the discrepancy instead of changing the rules just to increase the count.
Check delivery separately. Matching a segment does not guarantee content will display. Publishing, the intended variant, placement or trigger, URL rules, and dismissal settings can also matter. Follow the publishing and verification guide.
If the count and user evidence still disagree, contact support with the workspace, segment link, example user ID, last edit time, reporting period, and screenshots of the count and User Feed. Mention whether one segment or all segments are affected. There is no need to wait an assumed number of days before reporting a reproducible discrepancy.
How are user traits and data sent through to Candu?
You can send through user traits like name, email, product type and role type either manually via the installation script using an identify call, via Webhooks or through a third party integration like Segment.
Does Candu have any reserved traits that are standardized?
Yes, please see below:
Trait | Type | Description |
String | Email address of a user |
Please make sure to the email through with a lowercase 'e'.
Why am I receiving a 403 Error when using Signed Identities?
There are a few things to check when experiencing batchEvent errors such as a 403 page.
Check that the ClientToken is correct in relation to the specific Workspace
Check that the Signed Identities Key is correct is relation to the specific Workspace
Be sure to add any traits you want to call. Traits accept an object with all the details you know about your user so that it can be used in segmentation.
Check that your script is written correctly with the details above. If using hmac be sure it falls after your listed traits as seen below:
