Number of Eligible Visitors not appearing correctly


Hope you are well.

I've noticed when including a segment on a guide the eligible users appears as "0" or no where near the actual segment CSV list. 

For example, I submitted a CSV with 299 visitors and once placed on the guide it appeared as "0" eligible users.

Another case, the segment list was 30k users and on the guide on 25 appeared. That seems really off.  

Can someone walk me through what could be causing this issue?




  • Hi, Kiara - It could be a number of reasons. One, maybe the segment list you're uploading has visitors in it that Pendo has actually never seen (ie, they haven't logged into your product). Two, maybe the Visitor ID format is incorrect. To troubleshoot this, we suggest exporting the results of a report using a different, Pendo native segment as a CSV, removing all columns except the Visitor ID, creating a new segment, and uploading the CSV to the new segment. Then run the same report using the new segment.
    This A -> B comparison should help with whether it's a bug or user error. If they don't match, you're best off submitting a ticket to so we can look into it further! Hope this helps!
  • Hello,

    I'm experiencing a similar issue. I've created two segments for two different guides with a csv file that contains 13 K and 70 K visitors.

    One is built by uploading visitors IDs with CSV files, the other is based in all visitors and excludes some by segments and a csv file.

    When I add them to the guides, I only see 4 K and 17 K eligible visitors.

    I've checked that the difference doesn't come from anonymous visitors and I also have done the troubleshooting suggested by Erica. Any idea of where this big difference can come from?

    Thank you in advance!

  • Hi, Jesús - 

    When looking at guide eligibility, you may not ever see the same number of visitors as within the .csv file. This is because the data is looking at eligibility for TODAY. Not all of those users may be eligible to see that guide because they haven't logged in or met any other segment criteria (if applicable). Take a look at this article and hopefully, it helps explain in more detail. 

  • Thank you Erica, actually we believe to have found the reason and it might have to do with the eligibility you're mentioning.

    Our product is split in two applications in Pendo. The second is newer and has registered less visitors than the first one. We've noticed that the eligible visitors at the guide level only takes into account the visitors who have visited the app where the guide is set (the second one) while the segment takes into consideration visitors from the two apps.


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