There are several reasons why your Wisepops campaign isn't displaying as expected, and we've created a step-by-step troubleshooting guide to help you resolve the issue.
Step 1: Confirm the Wisepops code is working on your website
Step 2: Automatically verify Campaign settings with the debug tool
Step 3: Manually verifying your campaign settings
Step 1: Confirm the Wisepops Code Is Working on Your Website
1. Check Your Wisepops Code Installation
First, make sure the Wisepops setup code is properly installed on your site and loading on the pages where you want your campaign to appear.
2. Verify You’re Using the Correct Code
If you manage multiple websites, ensure each one uses the correct Wisepops code snippet. You can do this by accessing your setup code and compare with the code in your website settings. They should be identical.
3. Test for Firewall Restrictions
If your campaign appears when you visit your site using mobile data (but not on Wi-Fi), your company firewall may be blocking Wisepops requests.
4. Review Your Content Security Policy (CSP)
If your site uses a CSP header or meta tag, you’ll need to whitelist Wisepops domains to allow our scripts and assets to load. For more details, check out our guide: Using Wisepops with a Content Security Policy.
5. Check Compatibility with Single-Page Applications (SPAs)
If your website is built with React, Angular, Vue, or another SPA framework, additional configuration might be required. Check our SPA integration guide.
Step 2: Automatically verify your Campaign settings with the debug tool
If your Wisepops code is correctly installed but the campaign still doesn’t show, use the Debug feature to find out why.
You’ll find the Debug tool in the Display Rules section of your campaign editor (on the right-hand side).
Enter the URL where your campaign should appear.
A small modal will open in the lower-left corner of the page.
Once you enter a URL on your website, it will open the page and display a modal in the lower left corner:
If your campaign can display, the modal shows "Campaign #XXX displays" with a checkmark.
If your campaign cannot display, the modal will show "Campaign #XXX does not display" along with the exact rules preventing it (e.g. schedule not active, frequency limit reached, etc.). You can then return to your campaign editor and adjust those settings.
Note: The debug tool can test the display of a campaign even if the campaign is not published yet.
Step 3: Manually verify your campaign settings
If the Debug feature doesn’t clearly identify the issue, follow these manual checks.
1. Experiment with Private Browsing Mode
Open your site in a private window to simulate a first-time visitor. If the campaign now appears, your frequency or audience rules may be preventing it from showing again to returning visitors. Here's a handy guide to using private browsing on Chrome.
2. Confirm Your Campaign is Live
Visit your Wisepops dashboard to confirm that your campaign status is set to 'Published'.
3. Double-Check 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.
4. Verify Countdown Timer
For campaigns with a countdown timer set to a specific end date/time, make sure this date is in the future or the popup will not display.
5. Check URL and UTM Targeting
Campaigns display only when the page URL and targeting rules match exactly. 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.
6. 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.
7. Look for Conflicts with Other Campaigns
Only one popup can appear per page. If another campaign is set to display under the same conditions, it may take 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!