Troubleshoot Tracking Script Issues
If leads are not appearing in your WhatConverts Lead Manager, the tracking script may not be firing correctly on your website. Before working through the steps below, confirm the WhatConverts tracking script is installed within the <head> section of your website's HTML. This article covers the most common causes of script issues and how to resolve them.
Caching plugins are preventing the tracking script from loading
Caching is the most frequent cause of tracking script issues. If your site is serving an outdated version of a page, the tracking script may be missing, outdated, or blocked from executing.
How to resolve caching-related script issues
To troubleshoot this issue:
- Open your caching plugin settings (such as WP Rocket, W3 Total Cache, or Autoptimize) and locate the JavaScript optimization options.
- Confirm the WhatConverts tracking script is excluded from any "Delay JavaScript Execution" or script minification settings.
- Clear your website's server-side cache and your local browser cache.
- Reload your website and verify the tracking script is present in your page source.
- If you are using the WhatConverts WordPress plugin, confirm it is updated to the latest version.
- If you notice plugin conflicts, remove the WhatConverts WordPress plugin and add the tracking script manually to your site's header instead.
Browser privacy settings or a consent manager is blocking the script
Modern browsers and privacy tools can prevent tracking scripts from loading, which will stop WhatConverts from capturing lead data.
How to resolve browser and privacy-related script issues
To troubleshoot this issue:
- Open your website in a browser with all extensions disabled to rule out ad blockers or privacy extensions preventing the script from firing.
- If you use a Cookie Consent manager such as OneTrust or CookieBot, open its settings and confirm the WhatConverts tracking script is classified as "Analytical" or "Targeting".
- Open your browser's developer tools and navigate to the "Application" tab, then select "Cookies".
- Select your website URL and confirm that both the wc_visitor and wc_client cookies are present. These cookies are required for WhatConverts to maintain attribution across sessions.
- If either cookie is missing, review your consent manager settings to ensure the script is permitted to run and set cookies for all users who have accepted the relevant cookie categories.
Google Tag Manager is not deploying the tracking script correctly
If you deploy WhatConverts through Google Tag Manager, configuration errors in your GTM container can prevent the script from firing on your pages.
How to resolve Google Tag Manager script issues
To troubleshoot this issue:
- Log in to Google Tag Manager and open your WhatConverts tag.
- Confirm the tag trigger is set to fire on "All Pages".
- If other scripts must load before WhatConverts, review your tag sequencing to ensure WhatConverts is not being delayed or blocked by a failing tag.
- Open GTM's "Preview" mode and load your website.
- Locate the WhatConverts tag in the preview panel and confirm it shows a "Succeeded" status when the page loads.
- If the tag is not firing or shows an error, review the trigger conditions and tag configuration before publishing any changes.
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