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My Segment is Stuck at Zero

Stuck at zero? Never fear, the Customer Delight team is one click away if you need help. Here are some troubleshooting tips by segment type to help you get started.

Complete instructions for how to correctly set up each of the segment types can be found here

Todos

Make sure your AdRoll Pixel is active on every page of your website.

Your AdRoll Pixel can only detect activity if it is active on the page. Place your pixel in your global header or footer so you don't miss out on any valuable audience data.

URL  

Check your URL pattern.

Your AdRoll Pixel is case sensitive and looks for an exact match, so check for capitalization and spelling differences that might throw off a match.

/Product does not equal /product does not equal /products.

 

One page, two segments. 

Check your page URL - could the page be matched to more than one of your segments? If so, it is possible that one of your segments is eating all of the traffic that you intended to capture with the second.

For example

URL = https://www.example.com/Candy/chocolates/product=12345

Segment 1 = /Candy*

Segment 2 = /chocolates*

Let's say you create a segment to capture the audience of your Candy product category. You create a second segment to capture your Chocolate section within Candy. It is possible that the broader Candy segment is capturing your Chocolate audience because of your URL hierarchy. If this sounds like it could be the case, reach out to the Customer Delight team for assistance.

Fijo

Your script contains the wrong segment ID.

1. Go to Audience in your dashboard and click on the name of your fixed segment. Click "copy ID to clipboard".

2. Find your segment pixel in the HTML of your website page(s) and paste the ID after adroll_segments = in quotes.

For example, adroll_segments ="12345abc"

Make sure your segment pixel is added directly below your AdRoll Pixel. 

Evento

Your script contains the wrong segment ID.

1. Go to Audience in your dashboard and click on the name of your event segment. Click "copy ID to clipboard".

2. Find your event pixel in the onclick action of the button you added it to and paste the ID after {"adroll_segments" :  in quotes.

For example, {"adroll_segments" : "12345abc"}

Make sure that you've placed the event pixel in the onclick action of your button.

Event segments are really tough for us to troubleshoot, so work with your technical team to make sure that you've placed the pixel in the onclick action of your button.

CRM

  Check how your .CSV file is formatted.

Your .CSV must contain a single column only, containing only email addresses. There cannot be any empty rows (gaps) in your email list.

Also check to make sure you actually saved the file as a .CSV filetype as well.

There are less than 100 emails in your list.

It hasn't been 7 days.

If it hasn't been a full 7 days, check back soon. We may simply not be done with the matching process yet. 

 

 Still stuck? The Customer Delight team is one click away if you need help. 

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