Why are my push notifications not being delivered to devices when I use segments with tag-based rules?

If pushes sent to a tag-based segment are not reaching devices, it is almost always because the devices do not actually satisfy the segment: the tag is missing, its value differs, or the device is not push-capable.

1. Check the tag on a real device with User Explorer.

   • Go to Audience → User Explorer and look up a device by HWID or User ID.
   • Confirm the tag used in the segment (for example idUser, customer_segment, last_activity_date) is present on that device and that its value matches the segment condition exactly - idUser = 123456 will not match a device storing "123456 " or 0123456. Values are type- and case-sensitive.
   • While you are there, check the Push Alerts Enabled default tag and the device's push token: a device with no valid token, or with alerts disabled at OS level, is excluded from Recipients no matter which tags it has.

2. Review the segment rules. In Audience → Segments, re-read the conditions: check is vs is not, how multiple rules combine with AND/OR, and that there are no typos in tag names. A device whose tag is unset is not matched by a value condition - use the not set / any operators if that is what you mean.

3. Decide between device-level and user-level targeting. The Include all user devices option makes a match on one device pull in every device of that user. Leave it off if the tag is device-specific.

4. Verify tag timing in your app. The most common root cause is app-side: setTags is never called, is called after the campaign is evaluated, or sends different values than expected. Tags must reach Pushwoosh before the segment is evaluated for a send. Remember that user-specific tags follow the User ID and are re-read whenever the User ID changes.

If tags and push tokens both look correct and messages still do not arrive, collect device-side SDK logs and look for registration or setTags errors, then check the message's delivery report for per-device errors.

See User Explorer and building segments.