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If you didn't find the information you need in Help, please select the issue from the list below.

I can't find a tag or app when creating a segment

If you couldn't find the relevant Yandex.Metrica tag or AppMetrica app in the drop-down list when creating a segment, make sure they use the same login as in Yandex.Audience. It's possible that the counter or app belongs to a different user who restricted access to it. Check and request access, if necessary.

I can't create a segment

Make sure you have not exceeded the limit:
  • No more than 10 segments of any type per minute.
  • No more than 100 segments of any type per hour.
  • No more than 500 segments of any type per day.

If your username has 1000 or more geolocation-based segments and less than 5% of them are used for targeting in Yandex.Direct or Yandex.Display, you won't be able to create geosegments. Delete unused segments.

You can create similar users segments based only on segments with the “Finished” status (except for segments based on DMP data). If the original segment's status is “Processing”, wait until the segment is processed. If the segment status is “Insufficient data”, create a new segment. The segment might be based on a Yandex.Metrica tag or an AppMetrica app that other users gave you access to. You can't create a similar users segment based on this type of segment.

I uploaded a file with over 1000 entries, but my segment status is “Insufficient data”

If a segment that's based on your own data has the “Insufficient data” status after processing, it means that anonymous identifiers haven't been found for each file entry. Make sure the entries in the file meet the requirements. Try recalculating the segment or increase the number of entries in the file and create the segment again.

The status of a finished segment changed to “Insufficient data”

Yandex.Audience segments are regularly and automatically updated. When updating, out-of-date anonymous identifiers are removed from the segment, and newly found anonymous identifiers are added. Consequently, the segment reach may grow or decrease. A segment gets the status “Insufficient data” when its reach is fewer than 1000 anonymous identifiers. Try recalculating the segment or create a new segment.

The status of a finished segment changed to “Inactive”

The status of a segment based on Yandex.Metrica or AppMetrica data may change to “Inactive” if the owner of that tag or app restricted access to it or changed the access permissions. Request guest access to edit segments from the segment owner, or guest access from the app owner.

If the status of a DMP segment changed to “Inactive”, it means that access was restricted by the DMP. Contact a representative of the DMP.

A segment has disappeared from the list

The segment to which you had been granted access might disappear from the list if the segment owner deleted or revoked access to it. Contact the segment owner.

Pixel reach won't change

If the pixel reach doesn't change over time, check if the banners containing the pixel are served in Yandex.Direct or Yandex.Display. Also make sure the pixel code was inserted correctly. Find the necessary pixel in Yandex.Audience and compare its code to the one you entered when setting up the banner. The pixel codes must match.

Make sure at least one advertising campaign in Yandex.Direct or Yandex.Display uses the pixel-based segment. Otherwise, the pixel reach is not recalculated.

Segment coverage didn't change

If the coverage of a segment doesn't change over time, make sure that either this segment or a look-alike segment based on it is used in at least one ad campaign in Yandex.Direct or Yandex.Display. Otherwise, the segment coverage is not recalculated.

How can I find out which type of users are in a DMP segment and how it was created?

The segment row shows the DMP it came from. To get details about the segment, contact a representative of the DMP.

Other

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