Troubleshoot Your Call Tracking Setup in WhatConverts

If your tracking numbers are not swapping on your website or calls are not appearing in your WhatConverts Lead Manager, the issue is typically related to your tracking code installation, swap number configuration, or cookie state during testing. This article walks through the most common call tracking issues and how to resolve them.

The tracking code is missing or not installed correctly

The WhatConverts tracking code must be present on every page of your website to swap numbers and record leads. If the script is missing from any page, tracking will not work on that page.

How to verify your tracking code installation

To troubleshoot this issue:

1. Open your website and right-click anywhere on the page, then select "View page source".
2. Press “CTRL+F” and search for your unique Profile ID. You can find your Profile ID in WhatConverts under "Tracking" then select "Tracking Code".
3. Confirm a script similar to the following is present on the page: <script type="text/javascript" src="//s.ksrndkehqnwntyxlhgto.com/*****.js" id="whatconverts-tracking-script-js"></script>
4. If your tracking code is deployed through Google Tag Manager, confirm the GTM snippet is present on your site, and the WhatConverts tag is active and firing within the container.

Existing cookies are interfering with test results

If you have previously visited your website, existing WhatConverts tracking cookies may prevent you from seeing a fresh number swap during testing. Clearing these cookies before testing ensures that WhatConverts treats your visit as a new session.

How to clear cookies for testing

To troubleshoot this issue:

1. Open your website URL and append ?wc_clear=true to the end of the address before loading the page.
   • Example: http://www.yourwebsite.com/?wc_clear=true&gclid=test
2. This clears your existing WhatConverts tracking cookies and simultaneously simulates a new visit.
3. Verify the tracking number displayed on the page reflects the expected traffic source.

The swap number is configured incorrectly

The swap number is the static business phone number hard-coded on your website that WhatConverts replaces with a tracking number. If the swap number does not match the number on your website exactly, the swap will not occur.

How to verify your swap number configuration

To troubleshoot this issue:

1. In WhatConverts, go to "Tracking" then select "Phone Calls".
2. Select "Phone Numbers".
3. If you are using a Dynamic Number Pool, click "Edit" on the pool and locate the Swap Number field.
4. If you are using a single static tracking number, click the Edit icon and review the Swap Number field.
5. Confirm the swap number matches the phone number displayed on your website exactly, including area code.
6. Confirm the swap number contains no punctuation, such as hyphens or parentheses. Enter the number as digits only (e.g., 8001234567 not 800-123-4567).

Numbers are not swapping correctly for different traffic sources

If tracking numbers are not swapping as expected for specific traffic sources, you can simulate different visit types to isolate the issue.

How to test number swapping by traffic source

To troubleshoot this issue:

1. Open a private or incognito browser window to ensure no existing cookies affect the test.
2. Append the appropriate parameters to your website URL based on the traffic source you want to simulate:
   • Google Ads: ?gclid=test&wc_clear=true
   • Google Organic: ?utm_source=google&utm_medium=organic&wc_clear=true
   • Direct Visit: ?wc_clear=true
3. Load the page and confirm the tracking number displayed matches the number assigned to that traffic source in WhatConverts.
4. Place a test call to the tracking number and check the Lead Manager in WhatConverts to confirm the call was recorded with the correct source attribution.

Calls from Google Ads are not appearing in WhatConverts

When you connect Google Ads to WhatConverts, a conversion action called "Leads (XXXXXX)" is automatically created in your Google Ads account, where the numbers represent your WhatConverts Profile ID. WhatConverts sends all website leads, including calls to your WhatConverts tracking numbers, to this conversion action. If calls from ads are not appearing, the issue is typically related to how your Call Extension numbers are configured.

How to resolve missing calls from Google Ads

To troubleshoot this issue:

1. In WhatConverts, go to "Tracking" then select "Phone Calls".
2. Select "Phone Numbers" and review the numbers currently configured as WhatConverts tracking numbers.
3. In your Google Ads account, open your Call Assets and review the phone numbers assigned to your ads.
4. Confirm the numbers in your Google Ads Call Assets match the WhatConverts tracking numbers configured in your profile.
5. If your Call Assets are using phone numbers not configured as WhatConverts tracking numbers, Google Ads will track those calls internally, but they will not appear as leads in WhatConverts.
6. If you want to track Call Extension calls in WhatConverts, set up Call Extension tracking numbers in your WhatConverts Google Ads integration. WhatConverts will then track those calls and send them to a separate Call Extension conversion action in Google Ads.

Related Topics

• Understand the Dynamic Number Pools
• View Call Recordings and Transcripts
• Filter Spam Calls with the Spam Challenge
• Exclude a Phone Number from Call Tracking Swap
• Add a Phone Number to Track Offline Calls