What do you want to ask?

If you didn't find the information you needed in the other Help sections, select the appropriate topic from the list below.

I can't find a counter or app when I create a segment

If you can't find the Yandex.Metrica counter of AppMetrica app you need in the drop-down list when you're creating a segment, make sure it's linked to the same username that your Yandex.Audience account is under. It's possible that the counter or app belongs to a different user who restricted access to it. If this is the case, request access from them.

I can't create a similar users segment

You can only create a similar users segment from your segment that has the “Finished” status (other than segments based on DMP data). If your source segment status is “Processing”, please wait until the segment finishes processing. If its status is “Insufficient data”, create a new segment.

It may be the case that your segment was created based on a Yandex.Metrica counter or AppMetrica app that other users gave you access to. It's not possible to create similar users segments based on those types of segments.

I uploaded a file with more than 1000 data strings, but my segment status is “Insufficient data”.

If a segment based on uploaded data has the “Insufficient data” status after processing, it means that cookies were not found for all the data strings in the file. Make sure that the data strings in the file meet our requirements. Try recalculating the segment or increasing the number of data strings in the file and then recreate the segment.

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

Yandex.Audience segments update at regular intervals automatically. During updates, old cookies are deleted and newly-found ones are added. Therefore, segment coverage may increase or decrease. A segment gets the “Insufficient data” status if its coverage is less than 1000 cookies.Try recalculating the segment or creating 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 counter or app restricted or changed access to it. Request guest access to edit from the segment owner, or guest access from the app owner.

If the status of a segment based on data provider (DMP) data has changed to “Inactive” that means that access to the segment was changed on the data provider's (DMP) side. Please contact the representative of the relevant data provider (DMP).

The segment has disappeared from the list

A segment that you have been granted access to may disappear from the list if the segment owner has deleted it or revoked access to it. Please contact the owner of the segment.

Pixel coverage didn't change

If pixel coverage doesn't change over time, make sure that your banners containing tracking pixels are being served in Yandex.Direct or . Also make sure that the pixel code was installed correctly. Find the pixel in Yandex.Audience and compare its code to the one you entered when you configured your banner. The pixel codes must match.

Segment coverage didn't change

If the segment coverage doesn't change over time, make sure that the segment or the one created based on a segment of similar users is being used in at least one ad campaign in Yandex.Direct or Yandex.Display. Otherwise the segment coverage will not be recalculated.

How can I know from which users a DMP segment consists of and how it was assembled?

The data provider (DMP) providing the segment is shown in the segment row. Please contact the data provider (DMP) representative for further information about the segment.

Other questions

Please use the form below to submit any other questions you have.