Troubleshooting Advanced Segments

Pro Feature

This feature requires Author user level or higher and is part of paid features.

If you're a MailChimp Pro user and you're unable to manage or send to an advanced segment in your list, there are a few things that could be going on.

In this article, you'll learn what can cause problems with advanced list segments and some tips to help you troubleshoot.

My segment's subscriber count seems wrong.

There are a couple of different things that can cause you to see a seemingly incorrect subscriber count on your advanced segments.

  • Your any/all logic is set up incorrectly.
    Review how your any/all logic is set up in your segment and make sure you've selected the correct logic for your top-level group. For example, if you're using all logic for the top-level group in your segment, subscribers must meet the conditions for all of the groups in your segment. If there are no subscribers that meet that criteria, your subscriber count would be zero.
  • The segment needs to be updated.
    Advanced segments don't update automatically. If you know subscribers have been added to your list or updated who meet the conditions of your segment, refresh your advanced segment to see the latest subscriber count.
  • Your subscribers don't have the necessary data.
    Advanced segments don't take blank fields into consideration like regular segments do, so if your subscriber count seems off, it may be because the system is exluding subscribers who don't have data for the field specified in your segment. For example, if you wanted to pull subscribers who do not live in the state of Georgia, the system would return subscribers who had a value other than Georgia in the state field, but would not return subscribers with no value in the state field. To include subscribers with a blank field, add an additional condition to your segment. In this example, you'd add a condition to target subscribers with a blank state field.

I can't send to my segment.

  • Advanced segments may not be available for your campaign type.
    Because advanced segments must be updated manually, they aren't available for Automation Workflows or RSS Campaigns since these types of campaigns usually involve multiple sends. If your segment isn't properly updated, this could lead to content being delivered to the wrong subscribers, or not being delivered at all. If you need to include RSS content in a campaign that sends to an advanced segment, consider adding your RSS feed content to a Regular Campaign.

Members of my segment aren't receiving my campaigns.

If subscribers who should be in your segment aren't receiving your campaign content, there are a couple of things that could be happening.

  • You're using multivariate or scheduled campaigns.
    Advanced segments don't automatically update as subscribers meet your segmenting conditions. If your campaigns rely on any type of scheduling, your segment may not be up to date when your campaign is sent. If you need to schedule a campaign or use a Multivariate Campaign that sends to an advanced segment, we recommend setting a reminder to refresh your segment close to the time your campaign will go out to your subscribers.
  • The segment needs to be updated.
    Advanced segments don't update automatically. If subscribers should have received a campaign, check their subscriber profile to make sure they meet the segmenting conditions. If they do, they may have been added to your list or met your segmenting conditions after the segment was created. Try refreshing your advanced segment to see the updated subscriber count.

The wrong subscribers are receiving my campaigns.

If subscribers who shouldn't be in your segment are still receiving your campaign content, there are a couple of things that could be happening.

  • You're using scheduled or multivariate campaigns.
    Advanced segments don't automatically update as subscribers meet your segmenting conditions. When you use scheduled campaigns, your advanced segments may be out of date when your campaign is sent. If you need to send a scheduled campaign to an advanced segment, set a reminder for yourself to refresh your segment close to the time your campaign will go out to your subscribers.
  • The segment needs to be updated.
    Advanced segments don't update automatically. If subscribers shouldn't have received a campaign, check their subscriber profile to make sure they don't meet the segmenting conditions. If they don't, they may have met the conditions previously but their information changed after the segment was created. Try refreshing your advanced segment to see the updated subscriber count.

I don't see the condition I want to use.

You may notice that a condition you want to segment by doesn't appear to be available. Here are a few reasons this might happen.

  • The condition isn't available for advanced segments.
    Take a look at the Advanced Segmentation options to see if the condition you want is available. If you need to use a condition that isn't available in advanced segments, you can still accomplish your goal. First, create a basic static segment that uses the condition you need and save it as a static segment. When you build your advanced segment, choose the static segment you created as one of your conditions.
  • You're trying to segment by something new in your account.
    It can take some time for changes in your account to appear in your segmenting options, like a new integration or a recently sent campaign. We recommend you allow up to two hours for recent data changes to become available as segmenting criteria.
  • You don't have the necessary data in your account.
    The segmenting options you see depend on what data is available to you in your account and in your list. For example, if you don't have groups set up in your list, you won't see the option to segment by group.

My segment is taking too long to generate or failed to generate.

Sometimes, the way your segment is set up can cause it to take a long time to generate, or not generate at all. Here are a few things to look for.

  • Your top-level group doesn't contain conditions.
    If your segment only contains conditions in sub-groups and not in the top-level group, it may fail to generate. It's almost always possible to move at least one condition into your top-level group, and keep the outcome of your segment the same. Take a look at how your advanced segment is structured and determine which conditions could be moved into your top-level group.
  • One of your conditions is blank or incomplete.
    If your segment contains a condition that doesn't specify the necessary criteria, you'll receive an error message that your segment failed to generate. For example, if you include a condition for Email Address > contains but don't specify what it should contain, you'll get an error message when you attempt to run your segment. Edit your segment to correct any errors, then attempt to re-run your segment.
  • Your conditions use list-related data.
    Conditions that use list field data are more complex for our system to process, so segments that contain multiple list-related conditions use will take longer to generate. To reduce the time your segment takes to generate, consider other condition types that don't require list data. Take a look at All the Segmenting Options to see what’s available to you or learn more about advanced segments.
  • Your segment contains too many conditions.
    Each condition in your segment requires our system to reference data in your account, so the more conditions you include in your segment, the longer it takes to generate. Complex segments can often be simplified to combine conditions or eliminate unnecessary conditions, which should reduce the time it takes to generate.

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