Adobe Experience Platform audiences not visible in Customer Journey Analytics

Last update: July 6, 2026

Some audiences created in Adobe Experience Platform (AEP) do not appear in Customer Journey Analytics (CJA) reports after configuring Audience analysis. The issue occurs due to an incorrect primary identity namespace setup, which prevents specific audience data from being ingested into CJA. To resolve the issue, correct the identity namespace configuration and reprocess the audience data.

Description description

Environment

Customer Journey Analytics (CJA)

Issue/Symptoms

The AEP audiences do not appear in Customer Journey Analytics reports.
The total number of audiences in CJA is lower than expected compared to AEP.
The audience data ingestion skips specific audience records.
The reports show incomplete audience coverage despite correct AEP configuration.

Root cause

The issue can occur due to the configuration of the Primary identity namespace in the Audience Analysis setup.
When multiple identities exist and none is marked as primary, CJA drops those rows during ingestion when the Primary identity namespace option is enabled.

Resolution resolution

Follow the steps below to address the issue:

Open the Audience Analysis Configuration used to connect Adobe Experience Platform to Customer Journey Analytics.
Review the identity settings and clear the Primary identity namespace option if it is enabled.
Select an identity namespace that matches the identifiers used in the associated event datasets.
Trigger a backfill for the profile snapshot dataset to refresh audience membership data.
Allow the processing cycle to complete, as audience data is reprocessed on a daily schedule.
Verify that the expected audiences now appear in Customer Journey Analytics reports.

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