Overview
This guide helps you diagnose and resolve an issue where contacts manually added to an iCampaign segment disappear after a period of time, without any manual removal taking place.
Problem
Contacts that were manually added to an iCampaign segment disappear after a period of time — often overnight or within several hours of being added. The segment may show the correct subscriber count shortly after contacts are added, then drop to zero (or a significantly lower number) without any manual removal taking place.
This issue has been observed across multiple test cases and affects segments intended to be used as hand-picked, static invite lists.
Possible Causes
Background CRM-to-iCampaign sync overwriting manual additions: A scheduled sync between the CRM and iCampaign may be recalculating segment membership and removing contacts that were added manually rather than through the sync process.
Segment configured as dynamic instead of static: If the segment is rule-based or dynamic, iCampaign will periodically recalculate membership based on defined criteria. Manually added contacts who do not meet those criteria will be removed during recalculation.
Platform-level sync issue: In some cases, a bug or misconfiguration at the platform level can cause a background process to overwrite manually curated segment membership, even when the segment is intended to be static.
Solution
Confirm the segment type. Verify whether the affected segment is configured as a static list or a dynamic/rule-based segment. For hand-picked invite lists, the segment must be static. A dynamic segment will recalculate membership automatically and will remove contacts who do not match its rules.
Check for a scheduled CRM-to-iCampaign sync. Review whether a CRM-to-iCampaign audience sync is scheduled and whether its timing aligns with when contacts are disappearing. A sync that runs overnight or on a set cadence is a strong indicator that the purge is sync-related rather than a save failure.
Determine if the sync affects static segments. Static segments intended for manually curated lists should not be overwritten by a dynamic sync process. If your static segment is being cleared by a sync, this points to a platform-level issue that requires escalation.
Escalate to Dazos Support immediately. If contacts continue to disappear from a manually curated segment after confirming it is configured as static, this is not a configuration error — it indicates a platform-level sync issue. Do not continue re-adding contacts manually, as the problem will recur on the next sync cycle. Contact Dazos Support and provide the following details:
Your iCampaign instance URL
The name of the affected segment
The approximate time contacts were added and when they disappeared
The number of contacts affected
Any screenshots or screen recordings showing the issue
Still Need Help?
If contacts are still disappearing from your manually curated iCampaign segment after reviewing the steps above, contact Dazos Support right away. This type of issue — where manually added contacts hold for several hours and then are cleared — is consistent with a background recalculation or sync overwriting segment membership, and requires investigation and a fix at the platform level. Do not attempt to work around the issue by repeatedly re-adding contacts, as they will be removed again on the next sync cycle.