Custom attributes in Firstup allow you to segment your audience, target content, and personalize the user experience.

Incorrect or missing custom attribute data can lead to the following issues:

• Users not being included in attribute-based audiences

• No access to targeted or audience-restricted content

• Not receiving campaigns targeted using custom attributes

• Inaccurate reporting or segmentation in analytics

These attributes can be populated through one or more of the following methods:

• SAML

• API

• SFTP user sync uploads

Most organizations rely on one primary sync method (API or SFTP) to manage user data. If you find that an active user exists in Firstup but is missing expected custom attribute data, this article will help you identify the most common causes and how to resolve them.

Common Reasons a User Is Missing Custom Attribute Data

1. The User Is Not Included in the Current Sync Source

Even if the user exists in Firstup, their custom attributes will not update unless they appear in the ongoing sync file or API payload.

Possible causes:

• The user was created manually or via SSO but never added to the sync source.

• The SFTP file or API request is missing data for the user, or only updates a subset of users.

How to confirm:

• Review your HRIS or source of user data to ensure the user is set up correctly.

• Check the most recent SFTP file or API logs, with help from your IT or HRIS team if needed.

• Confirm the user appears with the same identifier (email or employee ID) in both your HRIS and Firstup.

Solution:
Add the user and their attributes to the ongoing sync source.

2. Attributes Are Blank or Missing in the Source System

A user may appear in the sync but with blank or null values for custom attributes.

Possible causes:

• Your HRIS or IdP does not store attribute values for this user.

• A field is blank or null in the SFTP file or API payload.

How to confirm:

• Verify that the attribute is present and populated in your HRIS.

• Review the user’s entry in the SFTP file or their user object in the API payload.

Solution:
Ensure the source system contains the correct attribute values and that those values are included in your sync.

3. Another Method Is Overwriting Attribute Data

If you use multiple user-management methods, such as SAML + SFTP or API + SAML, one method may overwrite the data from another.

Possible scenarios:

• SAML sends different attribute values than your sync process, overwriting data each time the user signs in.

• An API update writes incomplete data.

• A test SFTP file overwrites existing values with blanks.

How to confirm:

• Compare attribute values between your HRIS and your SSO IdP.

• Review how each system is configured to send or update attribute data.

Solution:

• Disable attribute mapping in your IdP if attributes should not come from SAML.

• Adjust API or SFTP processes to ensure all required attribute values are consistently included.

4. Attribute Keys Do Not Match Configured Attribute Names

SFTP user sync relies on a strict template, while the API allows more flexibility. If attribute names differ, the system may treat them as separate fields.

Possible cause:

• Mismatched attribute keys (for example, Dept instead of department).

How to confirm:

• Retrieve the user’s raw data via API and compare key names to the custom attribute configuration in Firstup.

Solution:
Update your sync source to use the exact attribute keys configured in Firstup.
Remove duplicates by replacing the user’s full record using a PUT request (a PATCH only updates specified fields, which can leave incorrect attributes behind).

5. The User Has Not Been Synced Since the Attribute Was Created

When you add a new custom attribute, existing users will not automatically receive a value unless the sync method updates them.

How to confirm:

• Check your sync history for errors, such as SFTP upload failures or individual user errors (SFTP File Upload Errors and User Sync Results), that may have prevented user updates.

Solution:
Run a full sync by uploading a complete SFTP file or re-running your API process, ensuring any errors are resolved.

6. SAML Is Not Sending Expected Attributes

If you use SAML for attribute mapping, incorrect or incomplete IdP configuration may cause missing attributes.

Possible causes:

• Attribute statements not configured in the IdP.

• Incorrect SAML claim names.

• The user logged in before SAML attributes were fully configured.

How to confirm:

• Review your SAML attribute mapping configuration.

Solution:
Correct the mapping in your IdP and ask the user to sign in again.

7. User Identifiers Have Changed

If you change a user’s identifier, such as during an HRIS migration or employee ID update, Firstup may treat the user as a new account.

Possible causes:

• A new account is created without attributes.

• The original account still exists but is no longer active.

How to confirm:

• Search for duplicate accounts in Studio under People → Users.

• Compare identifiers between your source system and Firstup.

Solution:
Update identifiers in the sync source and in Firstup, and remove or forget any duplicates.

If you use the API, you can overwrite a user’s identifier directly.
If you use SFTP user sync, identifiers must be updated manually in Studio.
Bulk updates can also be performed by Firstup—contact your CSM for assistance.

Troubleshooting Checklist

Use this checklist when investigating missing custom attribute data:

• What is your primary sync method (API, SFTP, SAML)?

• Does the user appear in the most recent sync source?

• Do attribute fields in the sync contain values?

• Do attribute keys match Firstup’s custom attribute configuration?

• Is the user failing to sync due to an error?

• Could another sync method be overwriting values?

• Are the user’s identifiers consistent across all systems?

When to Raise With Support

Raise a ticket with Support if:

• The user appears in the sync source with correct attribute values.

• The attributes still do not update or appear in Firstup.

Include the following details in your ticket:

• A sample API payload or SFTP file row for the affected user

• The user’s Firstup ID and the expected attribute values

• Your user sync method (API, SFTP, or SAML)