Shopify Customer Segments Showing 0 Subscribers

Nabibi
Tourist
22 0 3

When creating segments in the customer page, I am able to successfully create and populate segments with the chosen filters. I then save these and can come back to them later which confirms that they are populated and saved correctly.

 

However when I try to email these segments, it shows as 0 subscribers within the marketing campaign section.

Can someone explain what the issue is and why it takes so long for the email section to populate the already populated segment?


Thanks in advance

 

I have attached screenshots to highlight the issue.

Segment 1.JPG

 

Segment 2.JPG

 

Replies 5 (5)

Erin
Shopify Staff
842 124 135

Hi there @NabibiI'm happy to help you out with this.

 

How long ago did you create this segment? In some cases, it can take up to 24 hours to email new or recently updated customer segments. That being said, this is usually updated within 30 minutes.

 

One possibility for this is that your customers in this segment have not opted in to receive email marketing from your business. Through Shopify Email you can only send emails to people who opt in. When it says "0 subscribers" this typically means the customers haven't opted in. You can see if a customer has accepted marketing by checking if it says "Accepts marketing" or " Subscribed" on their specific customer page or on the main Customers page. I've included some examples of what this may look like for you below. Another possibility is that emails previously sent to the addresses in this segment have bounced. Shopify email automatically filters our subscribers that have bounced in the past.

 

 

Examples of what it looks like when a customer accepts marketing:

29-13-4655-86112

 

29-15-15084-53287

 

Please let me know if you have any questions about this. I'm happy to look into it further with you. 

Erin | Shopify 
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ChemicalFreellc
Tourist
3 0 1

I am also having this problem. All customers in the segment are subscribed to email marketing campaigns but still, the email campaign shows 0 subscribers. I have tried as many variations as I can think of. Seems like a bug. Not resolved but I will try again tomorrow in the hopes it just takes awhile to update as you describe.

travishalff
Visitor
1 0 0

Having the same issue. Have customers that are confirmed subscribed, but showing 0s across the board in the email segment section. 

Erin
Shopify Staff
842 124 135

Hi @ChemicalFreellc and @travishalff 

 

Thank you for sharing the problem you are having. We definitely want to make sure this is working correctly.

 

Is this still showing as "0 subscribers" on your end or has it updated since? Once you create a customer segment you should be able to email the subscribers in that segment within 24 hours. If a subscriber is still not appearing after that it is usually because the customer has not subscribed to marketing or has had emails bounce in the past, causing them to be automatically removed from the list.

 

That being said, if you're still noticing this issue I would recommend reaching out to our live support through this page so that they can investigate further with you.

Erin | Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

ChemicalFreellc
Tourist
3 0 1
Feature works now. I guess it was the delay from upload time to when it started working. thanks for the follow-up.