The pixel is installed but no visitors appear
Run the pixel check first. It tells you whether LeadFuze can see the pixel on your site. If it can, wait a few minutes and widen the date range. If it can't, the message it returns tells you what to fix.
#Run the pixel check
The check opens your site's home page and looks for your pixel in the page source. It waits up to 10 seconds for the page to answer. It looks for your site's project identifier, or the pixel's load("…") line. It records the result and the time of the check on your site.
Use the message you get to find the fix.
| Message | What it means | What to do |
|---|---|---|
| "The pixel is live on yoursite.com. Identified visitors show up under Visitors within a few minutes." | The pixel was found. | Wait a few minutes, then check Visitors. See the sections below. |
| "The pixel is not on the home page of yoursite.com yet. Add it to the head of every page, publish, then check again." | The pixel code is not in the page source. | Add the pixel to the head of every page. Publish the change, then check again. |
| "We could not open yoursite.com (it answered code)." | Your site returned an error to the check. | Make sure the home page loads for the public, then check again. |
| "We could not reach yoursite.com. Check the address in Sites and billing." | The check could not connect to the address saved for the site. | Check the site address in Sites and billing. |
Note
The check reads the page's HTML source. If you add the pixel some other way, the check may not find it. To get a clean result, put the pixel code directly in the head of your pages.
#Fix an install that was not found
#Copy the pixel again
Open your site in the Identity resolution pixel page and copy the pixel code. Each site has its own pixel with its own project identifier. Make sure you copied the pixel for this site.
#Add it to the head of every page
Paste the code into the head of every page, not only one landing page. Publish your changes.
#Check again
Run the pixel check again. Once it reports that the pixel is live, visitors can start to appear.
If you are not the one who edits the site, send the pixel and the steps to your developer from the install tab. LeadFuze emails them the pixel and the steps. If the email fails, you see: "The email could not be sent right now. Copy the pixel and send it yourself, or try again in a minute."
#The pixel is live but the list is empty
The list shows identified visitors only. Not everyone who visits your site will appear. Work through these points.
- Give it a few minutes. Identified visitors show up under Visitors within a few minutes of the pixel going live.
- Widen the date range. The visitor list can show today, the last 7 days or the last 30 days. Choose a longer range if you picked a short one.
- Remove any saved filter. If you filter the list by a saved filter, only visitors who fit it appear. Clear the filter to see everyone identified.
- Look at the monthly count. The Identified figure counts visitors since the start of the current month. It compares with last month once last month has a count.
- Reload if you see an error. If you see "Visitors could not be loaded right now. Try again in a minute.", wait a minute and reload. This is a temporary problem on our side, not a sign the pixel is broken.
#Make sure the site is switched on
Each site runs on its own subscription: $79 a month per site, with 7 days free. If you canceled a site's trial, the cancel takes effect immediately and nothing is billed. A paid site that you cancel stays on until the end of the month you paid for. If the site is no longer on, switch it back on from Sites and billing. The site shows the message "yoursite.com is back on."
A site that you turn back on after its trial or subscription ended bills from that day. It does not get a second free trial. You need a card saved under Plan and billing first.
#Check you have the right address
The pixel check opens the address saved for the site, in the form https://yoursite.com. If your pixel is on a different domain, the check can't find it. Add the site you actually want to track as its own site. A site you have already added shows the message "yoursite.com is already one of your sites."
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