AJO Sandbox Issues – Audience Qualification and Email Configuration Not Working

Hello Adobe Community Team,

We have access to an Adobe Journey Optimizer (AJO) sandbox environment for our organization, Xerago, and are currently facing a couple of issues while exploring the platform.

Issue 1: Audience Qualification Not Working

We have created audiences using segmentation rules, and the profile data appears to be available in the system. However, the audience is not populating the list of qualified profiles, even though some profiles clearly satisfy the defined segment criteria.

We have verified:

• Profiles are ingested and visible.

• Segmentation logic appears to be correct.

• Audience creation completes successfully.

Despite this, the qualified profile count remains empty or does not reflect the expected results.

Issue 2: Email Configuration Not Functioning in Sandbox

The Adobe support team has already completed the email channel configuration in the sandbox environment. However, we are unable to send test emails or execute email-related activities successfully. The configuration appears to be in place, but the email channel is not functioning as expected.

Questions

1. Are these limitations or issues common in  AJO sandbox environments?

2. Is there any additional configuration, provisioning, or waiting period required before audiences and email channels become fully operational?

3. Has anyone experienced similar issues with audience qualification delays or email channel setup in a sandbox environment?

4. Could this be specific to our organization (Xerago) or is it a known sandbox behavior?

Any guidance, troubleshooting steps, or recommendations would be greatly appreciated.

Thank you.