The back button trigger fails to fire, so the popup does not appear when a visitor navigates back or swipes to leave the page.
Common causes
The visitor has not tapped or clicked anywhere on the page yet — browsers require at least one interaction before back button detection can activate.
The visitor is browsing in Safari's private mode, which blocks the trigger entirely.
The trigger already fired earlier in the same tab session — reloading the tab does not reset the state.
Steps
Confirm the page received at least one tap or click. Due to browser restrictions, back button detection requires at least one tap (click) on the page before it can fire. Scrolling alone is not sufficient.
The tap does not need to be on a button or link — tapping any empty area on the page counts.
Exceptions — no prior tap required: When the page is opened in a new tab on iPhone Safari, or when it is opened inside an in-app browser (e.g. LINE or Instagram on iPhone), the trigger can fire without a prior tap.
Workaround: Show another Promolayer popup that the visitor must close first. The close action counts as a tap and satisfies the browser requirement.
Check whether the visitor is in Safari private browsing mode. The back button trigger does not work in Safari's private browsing mode. There is no workaround for this limitation.
Verify the trigger has not already fired in this tab session. After the trigger fires and a popup is displayed, reloading the same tab will not trigger it again. To reset the state, open the page in a new tab or window.
If the issue persists
Contact us via live chat. Please include your browser name and version, device type, and a description of the steps you took when the trigger failed to fire.