Why is the number of Profiles not matching the number of IDs in my audience?

Audiences allow you to import a list of user IDs to your Batch dashboard. These audiences can be used later to improve the segmentation of your push, email or SMS.

In Settings > Audiences, Batch displays an estimate of the number of profiles matching the IDs contained in each audience:

In some cases, you may notice a gap between the number of profiles and IDs contained in the audience. Read through the following scenarios to understand why the number of tokens doesn't match the number of IDs contained in your audience.

My audience is not matching any profiles

This may happen due to:

• Formatting issues: The IDs included in your audience are not formatted correctly (e.g. extra space, lower/upper case issue, extra semicolon, etc).

• The wrong type of IDs: The type of IDs included in your audience doesn't match the unique user IDs sent to Batch by the app as custom user IDs.

• Opt-out installs: None of your targeted IDs matches an opt-in install.

• Wrong "Audience type": Make sure you have selected the correct "audience type" when you uploaded your audience (e.g. Custom User ID, Installation ID).

You can prevent these issues by using the preview displayed by Batch dashboard when you upload your audience to double-check what will be imported:

Also, please note that the estimate has been designed for high volumes of profiles. As a consequence, it is not precise for small amounts of IDs. Even if the estimate shows 0 Profiles, your campaign may actually target less than 10 users.

My audience is matching fewer profiles than IDs in my audience

This may happen because:

• Users may not have the app: Some of the users you targeted in the audience may not have installed the app or may have uninstalled the app.

• Users may not have turned on notifications: The IDs included in your audience may match users who did not turn on push notifications and, as a consequence, don't have a token.

• ID not collected: Some of the custom user IDs you targeted in your audience may match users who logged out from the app. As a consequence, Batch cannot find any installs attached to specific user IDs. If your audience contains advertising IDs, Batch may not be able to collect the advertising ID of your users (e.g. limited ad tracking turned on or app limitation).

My audience is matching more profiles than IDs in my audience

This may happen in the following cases:

• Multiple installs: If your audience targets Custom User IDs, Batch may have more than one opt-in install per ID. This usually happens when users install the app on different devices and log into the same user account in the app.

• Outdated tokens for reinstalls: Batch may keep temporarily several tokens for users who reinstall the app, though some of them may be invalid. This happens because Batch gets feedback on the validity of the tokens in an asynchronous way, every time you target all your user base with a push campaign. So the user's profile still get a push token.