Thanks for contacting Airship. My name is Chilun from Technical Support here at Airship and I would be happy to help with this.
When you mentioned is "not working", are devices not seen in the segment estimator, or are you referring to something else?
Have you tried to target the tag?
What is the app key and tag are they using? if they are using a tag_group did you previously create it in the dashboard?
Please feel free to send me any follow-up questions and I'll gladly get back to you as soon as possible.
Senior Technical Support Engineer
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