Hello brainCloud team,
The feature you deployed appears to be working well. Thank you sincerely for your response!

If any issues arise in the future, I will organize and report back.

Hello brainCloud team,

Thank you for the clarification. That explanation helps us understand the current behavior.

We would like to add more detail about our current situation, because the issue we are seeing is not limited to users who were already in the segment before the Automated Promotion was created.

We created a new Automated Promotion and attached it to a target segment. After that, we had a user who was not previously in that segment become eligible by updating the relevant user statistic. After calling RefreshMySegments, the user appears in the target segment under User Monitoring > Pricing.

However, the promotion still does not appear under Associated Automated Promotions for that user, and GetEligiblePromotions / RefreshPromotions do not return it.

The promotion only starts being associated and returned after we manually use Reset Segments / re-evaluate segments for that specific user from the portal.

So the issue appears to be:

• The user is newly entering the segment after the Automated Promotion has already been created and attached.
• RefreshMySegments updates the user’s current segment membership correctly.
• But the Automated Promotion is not associated with the user.
• A manual per-user Reset Segments / re-evaluation from the portal makes it work.

Could you advise if there is any supported workaround for this before the planned fix is released?

Specifically:

1. Is there any Cloud Code, client, or S2S API equivalent to the portal Reset Segments / per-user re-evaluation action?
2. Does RefreshMySegments trigger the same enteredIds logic that Automated Promotions use, or does it only update the user’s current segment membership?
3. If RefreshMySegments does not trigger Automated Promotion association, what is the recommended way to launch a new Automated Promotion and have it apply to users who become eligible after launch?
4. Is there any safe operational workaround that does not require manually resetting segments for each user?
5. Do you have an estimated timeline or release version for the planned fix?

Our current blocker is that even newly eligible users for a newly created Automated Promotion are not receiving the promotion unless we manually reset/re-evaluate segments per user, and we need a scalable way to handle this.

Thank you again for your help.

Hello brainCloud team,

We are investigating the behavior of Automated Promotions for users who already satisfy the target segment conditions.

During testing, we found the following behavior:

1. A user is already in the target segment before an Automated Promotion is created or attached to that segment.
2. In User Monitoring > Pricing, the user appears under User's Current Segments.
3. However, the segment does not show the promotion under Associated Automated Promotions.
4. Calling RefreshMySegments from Cloud Code, calling RefreshPromotions, and logging in again do not cause the promotion to become associated or returned by GetEligiblePromotions.
5. If we use Reset Segments for that user, or run Re-evaluate All Segments, the promotion is then associated and returned.

Questions:

1. Is this expected behavior for Automated Promotions?
2. Should RefreshMySegments or RefreshPromotions attach newly created Automated Promotions to users who are already in the target segment?
3. Is there a client-callable or Cloud Code API equivalent to Reset Segments or Re-evaluate All Segments for the current user?
4. Is there any API to manually trigger or re-trigger an Automated Promotion for the current user?

Our concern is that if Automated Promotions only trigger on a new segment entry, then attaching a new promotion to an existing shared segment will not work reliably for existing users unless we manually reset or re-evaluate segments.

Thank you for your guidance.