Audience Manager FAQs

What are the formatting guidelines for audience files uploaded through Audience Manager?

Please navigate to this article on how to set up Custom Audiences, which includes our formatting guidelines for CRM files to be uploaded in Audience Manager.

How long does it take for the Audience Manager to process my file?

When you upload an audience file, the system will generate a size based on the number of IDs in the file, and will be available for targeting right away across LiveIntent's email exchange. If you upload a file and the status is "Ineligible" with 0 counts, refresh your browser and you will see the audience is populated.


What do I do if I'm getting an error when uploading my audience file?

Please navigate to our troubleshooting page for support.


What do I do if my audience file contains emails that have been hashed into the three different formats (MD5, SHA1, and SHA256)?

While we recommend that your email addresses be hashed into one format, our system will still be able to process a file that contains email addresses in different formats. So, if you have an audience file with some MD5, some SHA1, and some SHA256 hashes, we can still process it the same.

Note: as a best practice, we recommend uploading plain text emails wherever possible, as the plain text emails can be hashed into all three formats at the same time.


What do I do if my audience file contains both IDFAs and AAIDs?

If your file has both iOS and Android IDs, you will have to separate those IDs into two different files. The UI cannot support one file with both ID types.

How can I delete audience segments?

Click into the audience you wish to delete and select the "Delete" button on the top right corner. Unfortunately, we do not have the capability to delete audiences in bulk.

Any limitations of file size?

There are no limitations in how big the file can be, however the larger the file, the longer it may take to process.


Will Audience Manager be able to detect any email hashes that do not follow the required format?

This is not a capability at this time. If the emails are not in a hashed format that can be processed, it will get thrown out of the total audience size. Please ensure your hashed email list follows the best practices laid out in this article: Defining the Email Hash .

What happens to the plain text email addresses that are uploaded into Audience Manager?

The plain text emails are sent to a secure server for hashing before being sent to LiveIntent's identity graph. All of the plain text emails are then deleted after hashing, never touching a LiveIntent system or employee. If you have specific questions about this, please reach out to your LiveIntent team.


What are the benefits of uploading a plain text email address?

The hashing service will process all plain text emails into all three formats: MD5, SHA1, and SHA256, which means there is less of a chance that you will miss out on opportunities that only pass back one format. Additionally, the Audience Manager is free to use, giving you a safe and easy way to hash your emails without using a separate third-party service.


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