Segments Not Updating After User Changes

Segments only work at the moment they are created, but any later changes to a user’s tags or attributes do not update their segment membership on the live Help Center or embedded portal.

The dashboard shows the correct segment membership, but the public-facing portals do not refresh, leading users to see content they shouldn’t or miss content they should have access to.

This affects Help Center articles and segmented boards, while Changelogs update correctly.

Additional Notes:

• Issue occurs even when testing in incognito or in a separate browser from the admin session.

• Problem is reproducible across multiple customer accounts, including brand-new accounts.

• The only time segmentation works reliably is immediately after creating the segment.

• We previously downgraded from Business → Growth (trial) → back to Business, which might or might not be related.