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Troubleshooting: Why isn't my campaign appearing?

Lisa Fockens Updated by Lisa Fockens

If your Wisepops campaign isn't displaying as expected, don't worry. There could be several reasons, and we've created a step-by-step troubleshooting guide to help you resolve the issue.

Addressing Implementation Issues

Step 1: Verify Your Wisepops Code Installation

To ensure your Wisepops campaigns are visible, you must first confirm that our setup code is correctly installed on your website. Check if this code is actively loading on the page where you wish to display your campaign.

Step 2: Cross-Verify the Wisepops Code

Managing multiple websites? Make sure the correct Wisepops code is embedded in the appropriate domain. You can do this by accessing your setup code and cross-verifying it with the code in your website settings. They should be identical.

Step 3: Assess Your Firewall

Try accessing your site using cellular data on your mobile device. If the popup is visible, it's possible that a company firewall might be obstructing Wisepops on other networks.

Step 4: Review Your Content Security Policy (CSP)

Websites utilizing a CSP header or meta tag must adjust these to allow the loading and execution of Wisepops' required assets. For more details on this, check out our guide: Using Wisepops with a Content Security Policy.

Step 5: Check Compatibility with Single Page Applications (SPAs)

If your website is a Single Page Application (built with React, Angular, Vue.js, etc.), you might need to make additional adjustments for Wisepops to work correctly.

Checking Campaign Settings

Step 5: Experiment with Private Browsing Mode

Open a private or incognito browsing session to view your site as a new visitor would. If your popup appears in this mode, certain frequency or audience settings might have initially prevented its display. Here's a handy guide to using private browsing on Chrome.

Step 6: Confirm Your Campaign is Live

Visit your Wisepops dashboard to confirm that your campaign status is set to 'Published'.

Step 7: Inspect Your Campaign Schedule

If you've enabled scheduling for your campaign, double-check that it's configured correctly. A common error is setting the campaign schedule to a past date.

Step 8: Check Your Countdown Timer

For campaigns with a countdown timer set to a specific end date/time, make sure this date is in the future.

Step 9: Ensure Precise URL and UTM Targeting

Precise URL and UTM targeting is critical for your campaign to display correctly. The URL matching is done based on the exact URL shown in the address bar. If the URL does not exactly match what's specified in your campaign settings, your campaign will not display.

If your campaign is designed to display on certain URLs, ensure these URLs are accurately specified. Remember, Wisepops differentiates between HTTP vs HTTPS, WWW vs non-WWW, and various URL parameters.

Also, when using UTM targeting, it's important to remember that these are read directly from the URL. Therefore, any discrepancies can lead to your campaign not being displayed.

For UTM rules, the match is done based on the value. It's crucial to ensure that the UTM values are correct. Avoid stuffing multiple values separated by '|' in their condition. Instead, use the 'refine' function for multiple values.

Step 10: Review Your Delay Settings

If your popup is programmed to display after a certain duration or number of page views, make sure these settings are reasonable. As a rule of thumb, we suggest a delay of 5-10 seconds.

Step 11: Examine Other Campaign Settings

Remember, Wisepops only allows one popup to display per page. If your campaign isn't visible, it's possible another campaign is taking precedence.

If you've followed these steps and your campaign still isn't showing, don't hesitate to reach out for further assistance. We're here to help!

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