Each plan covers a set number of customers, from a small allowance on the entry plan up to several thousand on the highest. A store with more customers than its plan covers is analyzed up to that limit, so the remainder simply do not appear. If your customer count has grown past your plan's allowance, that is the cause rather than a sync failure.
Check these in order
Check your allowance
Your plan covers 50 customers on Free, 500 on Essentials, 1,000 on Growth and 3,000 on Scale. Settings shows your current plan and how many customers were analyzed.
Compare with your Shopify customer count
If Shopify has more customers than your allowance, the sync keeps the customers with the highest total spend and leaves the rest out.
Check the sync finished
A failed or stalled sync can stop part way. Last synced with a date means it completed.
Look at who is missing
A customer outside the allowance who places a new paid order is scored and tagged at that moment, so a few lower spenders can appear between syncs.
How to fix it
To analyze everyone, move to a plan that covers your customer count from Plans in the app, then run Sync all customers now. If you have more than 3,000 customers, contact us for a custom plan. See Plans and what each one includes.
If it still is not working
Contact support with your store domain and your Shopify customer count, and we will check the last sync.
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