The Users page in Audiences lists every user Appcues tracks in your account. Open a user's profile to check the properties your app sends, see what they did and which experiences they saw, and find out why an experience did or didn't show to them. Some teams call this a user lookup or end-user profile.

Find a user

1. Click Audiences in the left sidebar.
2. Click Users. The list of users opens, most recently seen first. Click a column header to sort by it.
3. Type a user ID or name in Search users. The list narrows as you type.
4. Click the user. Their profile opens.

To find users who share a property, click Add filter and pick a property, a comparison, and a value. For example, plan equals trial. Add more filters to narrow the list further.

To show more properties as columns, click Columns and choose them. Your choice is saved in this browser.

Read a profile

The top of the profile shows:

• User ID: click Copy user ID to copy it.
• Account: the account the user belongs to, if your app sends one. Click it to open the account.
• When the user was first seen and last seen.

The profile has four tabs.

Properties

Every property Appcues has for the user, with its value and when it was last seen. Use it to check that your app sends the properties you target on, with the values you expect.

• Type in Search properties to find one.
• Click the star next to a property to pin it. Turn on Starred only to see only your starred properties. Stars are shared with your team, so everyone sees the same starred properties on every profile.

Activity

What the user did in your product and in Appcues over the last 90 days: an Appcues AI summary, their sessions and active days, the experiences they saw and how far they got, and a timeline of every page view and event. See Read a user's activity.

Segments

Which Segments the user is in right now. Turn on Show segments this user isn't in to see every active Segment, marked Member or Not a member.

Use this to check why a user does or doesn't see an experience that targets a Segment. See Create and manage Segments.

Eligibility

Which live experiences the user qualifies for right now, marked Eligible or Not eligible. Use it to find out why an experience did or didn't show to someone.

By default, the tab checks each experience's audience, frequency, and A/B group rules. To check page and domain rules too:

1. Enter the full page URL in Page URL, such as https://example.com/settings.
2. Click Check page. Every experience is checked again against that page.

Above the list, a count shows how many experiences the user is eligible and not eligible for, and when they were checked. Click Check again to re-run the checks, for example after you change a property. Search for an experience, or filter by type or eligibility. Each Not eligible row says which rules failed, such as "Audience rules not met" or "Page rules not met".

Click See why on a row to open the full result. It lists each group of rules the experience has, with Met or Not met. For example, an experience shown to all users and triggered only manually lists just Frequency.

• Audience: each audience rule, with a check or a cross.
• Page: each page and domain rule, next to the value for the page you entered. Shown only when you enter a page URL.
• Frequency: for example "Show once. This user hasn't seen it yet."

The checks don't cover trigger rules, whether the user dismissed the experience, experiment control groups, or the account frequency limit. For mobile experiences, they also skip app, screen, and version rules. A user can be Eligible here and still not see an experience if one of those blocks it.

Reset a user's profile

Resetting permanently deletes the user's profile data, for example to test onboarding again as a new user. You need the Admin or Publisher role.

1. On the user's profile, click the menu (⋮) at the top.
2. Click Reset profile. A confirmation opens.
3. Click Reset profile. "Profile reset" appears.

This can't be undone. Appcues tracks the user again as soon as they send a new event.

Export users

The Users page has no export. To export a group of users, either:

Create a Segment for them and export it. See Create and manage Segments.

Export the users of one account from that account's Users tab. See Find and inspect accounts.

If you can't find a user

• No users at all. Users appear once Appcues tracks them. Check your installation. See Test and debug your Appcues installation.
• One user is missing. Search by the exact user ID your app sends.
• "No profile yet." Appcues has an ID but no profile data for this user. Have them load a page where Appcues is installed.
• A property is missing or wrong. Your app sends properties when it identifies the user. Ask your developer to check the identify call. See User Properties Overview.

Still stuck?

Collect the following and contact support:

• The User ID.
• The experience name, if you're checking eligibility.
• The page URL where you expect the experience.
• A screenshot of the profile tab you're looking at.