Hi ​@amanda_tms, welcome to the community!

My assumption is that the data for “Active” vs “Suppressed” isn’t real time - perhaps its updated periodically (hourly/daily?) since at any moment someone could be Active (added to your account) or Suppressed (unsubscribed, bounced, etc).  

If you create two Segments:

• Active Profile - Can receive email marketing
• Suppressed Profile - Cannot receive email marketing

The two should add up to the Total Profiles since when you create the Segment initially, it tallies them up at that moment.  Give it a try and let us know.

Hi Joseph!

I made active and suppressed segments like you suggested. They did add up to the total amount of profiles.

I’m curious if there is any other reason for the inconsistency. That seems like an inconsistent way to display data. Why would the total appear accurate and the segments not be?

Hi ​@amanda_tms,

Do you use Klaviyo SMS? These could potentially be profiles that only have a phone number, not an email address. The active profile count is only based on email subscribers. 

You can create a quick segment to pull profiles with a phone number but no email address and see if those numbers add up.

Hope that helps!

Thanks
David

David, this makes sense. How would I set up a segment to only see profiles with phone numbers?

I tried setting properties as “profile has a phone number” and “profile cannot receive email marketing” but the number is too large. I also tried “profile can receive SMS marketing” and it resulted in 0. Probably because we don’t actively use SMS marketing.

Any suggestions?

Hey ​@amanda_tms,

Thanks for your question in the community! You’re trying to create a segment of phone-only profiles with no email address, right? If so, you can set the definition to:

• Email is not set
• AND
• Phone number is set.

These profiles aren’t suppressed, but also won’t count towards your active profiles, since you’re not able to email them. 

Let me know if this makes sense, or if you have any additional questions!

-Byrne

That worked perfectly. Thank you, Byrne!