Use the built-in verification tool to confirm your Retention.com script is installed and running correctly.
📌 This tool verifies the tracking script on your website only — not your email platform connection. To test your email integration, go to Settings → Integrations → three dots → Manage → Test connection.
The tool is available in two places:
Settings → Scripts on Site → "Test your installation" sidebar
Onboarding → "Verify your script" step
Enter your site URL and click Test your installation. Results appear instantly in the panel — no new tab opens.
All checks passed
If everything is working correctly, you'll see a green banner:
All checks passed
Your script is installed and running correctly.
The panel also shows the URL that was tested and how long the check took.
Your domain is automatically added to your Authorized Domains list — no manual step required.
Installation problems (you can fix these)
If the tool finds an issue with your script, you'll see a red banner (fatal issues) or amber banner (warnings). Warnings appear in the list below the banner.
Red banner — "Script not working correctly"
These issues prevent collection from working and must be resolved.
✅ Already collecting contacts? You can skip this step.
If you're confident your script is installed and contacts are already showing up in your account, feel free to move on — our verification tool can occasionally flag a false positive. The real proof your script is working is that contacts are being collected. If the red banner keeps appearing but everything seems fine, that may be an issue on our end, not yours.
❌ Script tag detection: No Retention.com script tag was found on the page.
What it means
Our snippet isn't on the page at all.
What to do
Re-copy your snippet from Settings → Scripts on Site and paste it into the <head> of every page on your site.
If you're using a platform like Shopify, Squarespace, WooCommerce, BigCommerce, or Google Tag Manager, follow the platform-specific installation guide.
❌ Account ownership: The script on the page belongs to a different account.
What it means
A Retention.com snippet is installed, but it's tied to a different account — this is common after agency hand-offs or copying a script between stores.
What to do
Remove the existing snippet and install the one shown on this account's Scripts on Site page.
❌ Domain authorization: The script reports this domain is not authorized.
What it means
The script is installed correctly, but our system doesn't recognize this domain.
What to do
Add the domain (or root domain) under Settings → Scripts on Site → Authorized Domains.
Amber banner — "Script working with warnings"
During onboarding, this banner also includes: "…but you can continue."
Warnings don't block collection, but should be resolved to avoid issues.
⚠️ Single installation: Multiple installations of the Retention.com script were detected (N).
What it means: The snippet is on the page more than once — this often happens with a theme + tag manager double-install.
What to do: Remove the duplicates so the script appears exactly once. Check both your site theme and any tag manager (Google Tag Manager, etc.).
⚠️ Verification couldn't complete
If the verification tool itself has a problem (not your site), you'll see an amber banner titled "Could not complete verification". These aren't issues with your installation — they mean the test run didn't finish.
⚠️ Please wait 5 seconds before trying again.
What it means: You clicked Test too quickly and hit the rate limit.
What to do: Wait a few seconds, then click again.
⚠️ The URL is not a valid http(s) address.
What it means: There's a typo or formatting issue in the URL field.
What to do: Re-enter the URL making sure it starts with https://.
⚠️ This account has no authorized domains. Add a domain in the Authorized Domains section before verifying the script.
What it means: You ran the test with no URL entered and no domains on the account yet.
What to do: Add a domain under Settings → Scripts on Site → Authorized Domains first, or type a URL directly into the input field.
⚠️ Could not load the page: <reason>. Please verify the URL is correct and publicly accessible.
What it means: The page won't load — this can be a DNS failure, 4xx/5xx error, a page behind authentication, or a site that's blocking our checker.
What to do: Confirm the URL works in an incognito window. If it's a staging site behind a login, test a publicly accessible page instead.
⚠️ Verification took too long. Please try again.
What it means: The page took too long to load for the checker to complete.
What to do: Try again, or test a lighter/faster page on your site.
⚠️ The verification service is temporarily unavailable. Please try again in a moment.
What it means: Our verification backend is temporarily unhealthy.
What to do: Try again in a few minutes.
⚠️ Could not verify the script. Please try again. / Something went wrong. Please try again.
What it means: An unexpected error occurred on our side (catch-all).
What to do: Try again. If the problem persists, use the chat icon below and our team will help.
⚠️ Could not reach the verification service.
What it means: Your browser couldn't reach our API — usually a network blip or a corporate proxy blocking the request.
What to do: Check your connectivity or try from a different network.
What to do next
→ Connect your email platform: How to Connect Your Email Platform