This can happen when a single user has multiple devices. By default, segment conditions are evaluated for each device individually, not for the user as a whole.
For example, a user might have two devices:
* Device A: The user has performed 'Event X'.
* Device B: The user has reinstalled the app or logged in on a new phone and has not yet performed 'Event X' on this device.
In this scenario:
* A segment for users who performed 'Event X' will include this user because of Device A.
* A segment for users who never performed 'Event X' will also include this user because of Device B.
This results in the same user appearing in two logically opposite segments.
Solution
To ensure segmentation is based on the user's overall activity across all their devices, you can use the "Include all user's devices" option.
- Go to the settings for your segment's filter.
- Enable the checkbox labeled "Include all user's devices".
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