Troubleshooting Onsite Messaging

If you've created an onsite message but it’s not appearing as expected on your website, don’t worry, this is usually easy to fix. This article will help you identify and resolve the most common issues.

Initial checklist

Before diving into troubleshooting, verify these basics:

• Your onsite message is set to Active (not Draft or Paused).
• You’re viewing the correct website (check the URL matches your site settings).
• You’re testing on a published website (not a local development environment).
• You’ve refreshed the page or cleared your browser cache.

If all of these are correct and your message still isn't showing, continue on.

Common reasons messages don’t appear

1. The script isn’t installed on your website

What this means: Onsite messages need a small piece of code (called a “script”) to work on your website. If this hasn’t been added, messages cannot display.

Who can fix this: Your web developer or IT team

How to check:

• Install the Voyado Chrome Extension
• Visit your website
• Click the Voyado icon in your browser toolbar
• If it says “Script detected” ✓ — you’re good to go
• If it says “No script found” ✗ — the script needs to be installed

What to tell your developer: “We need to install the Voyado Onsite Messaging script on our website. The installation guide is available at the Engage Help Center".

2. Your website domain isn’t configured

What this means: Onsite messages will only appear on websites that have been added to your site settings in Onsite Manager.

How to check:

• Log into Voyado Engage
• Go to Administration → Configure Engage → Sites
• Look for a site matching your website domain (e.g. “www.yourstore.com”)

How to fix: If your domain isn’t listed, add it following steps in the documentation: https://help.engage.voyado.com/hc/en-gb/articles/17236561865884-Site-settings

Common mistake: Make sure you add the exact domain. These are different:

• www.yourstore.com ✓
• yourstore.co.uk — different domain, must be added separately
• test.yourstore.com — test site, must be added separately

3. The script tag doesn’t match your onsite message

What this means: When your developer installed the script, they included a “tag” (like “cornerwidget” or “checkout”). Your onsite message must use a matching tag to appear.

How to check:

• In Onsite Messaging, open your message
• Look at the “Script tag” field in your message settings (under the “General” panel in Configuration)

Common tags:

• cornerwidget — For general website pages
• checkout — For order confirmation pages
• login — For login pages

What to tell your developer:
“Can you confirm which script tag is installed on our website? Our onsite message uses the tag ‘[your‑tag‑name]’ and we want to make sure they match.”

4. You’ve already seen the message

What this means: By default, Onsite messages remember when you’ve completed them and won’t appear again for a while (to avoid annoying your visitors).

How to reset for testing:

• Add ?voyado-clear to the end of your website URL
• Example: www.yourstore.com/?voyado-clear
• Press Enter to load the page

This clears Voyado’s memory and lets you see already completed messages again.

Alternative method: Use your browser’s Incognito/Private mode (each time you open a new private window, it’s like being a new visitor).

5. Targeting rules are excluding you

What this means: You may have set targeting rules that prevent the message from showing to you right now.

Check these settings:

Audience targeting

• If you selected specific contact audiences, make sure you belong to that audience
• If you selected “is identified by Contact ID,” make sure you are identified
• If you selected “is not identified by Contact ID,” use ?voyado-clear to clear local storage or use incognito mode

URL targeting

• Check which URLs you’ve selected
• Make sure you’re testing on a page matching the URL criteria

Device targeting

• If you selected settings such as “hide when minimized on mobile,” test on desktop

Dismissal / delay settings

• Check the “Dismissal time” settings — if set to any other value than “0,” use ?voyado-clear to reset local storage
• Check if there’s a delay before the message appears in the “Additional targeting and behavior” panel

6. Your browser is blocking the message

What this means: Some browser extensions (like ad blockers) might prevent Onsite messages from loading.

How to check:

• Disable browser extensions temporarily (especially ad blockers, privacy tools)
• Refresh the page
• If the message appears now, an extension was likely blocking it

Common blocking extensions:

• Ad blockers (uBlock Origin, AdBlock Plus)
• Privacy extensions (Privacy Badger, Ghostery)
• Corporate security software

For testing: Use an incognito/private window without extensions enabled.

7. The onsite message isn’t active yet (or has ended)

What this means: Onsite messages have start and end dates. Your message might be scheduled for the future or may have already ended.

How to check:

• In Engage, go to Onsite → Messages
• Find your onsite message and look at its status
• Check the Schedule or Date range settings

Statuses explained:

• Live ✓ — Onsite message is live
• Unpublished — Onsite message hasn’t been published yet (click Publish to activate)
• Scheduled — Onsite message is scheduled to start in the future (not yet live)
• Expired — Onsite message has passed the end time and is no longer live
• Paused — Onsite message has been paused
• Suspended — Onsite message is out of reward codes and has paused itself automatically; upload new reward codes to resume

8. Your site settings contain additional filtering criteria you are not meeting

What this means: When configuring sites they may include settings like “geotargeting by IP address” or extra URL parameters. In that case, just visiting the correct URL is not enough—you must also meet those additional criteria.

How to check:

• In Engage, go to Administration → Configure Engage → Sites
• Find your site and check if fields like “Additional URL string to match,” “Restrict to country,” or “Restrict to locale or language code” are filled in
• Ensure you fulfill all conditions when testing

Testing on test environments

Solution for testing sites:

• Add your test domain to site settings (e.g. test.yourstore.com)
• Make sure your test site uses a proper domain name, not an IP address

Troubleshooting guide

Follow these steps in order:

1. Verify your message is active
   Go to Onsite → Messages in Engage, find your onsite message — status should be Live (green). If not, click Publish or Activate.
2. Check if the script is installed
   Install the Voyado Chrome Extension, visit your website, click the Voyado icon — should say “Script detected” ✓.
3. Verify your domain is configured
   In Engage, go to Administration → Configure Engage → Sites, ensure your website domain is listed.
4. Clear your test session
   Add ?voyado-clear to your URL (e.g. www.yourstore.com/?voyado-clear) and press Enter.
5. Check targeting rules
   Open your onsite message settings, review the “Additional targeting and behavior” panel, and make sure you meet all criteria when testing.
6. Test in incognito mode
   Open an incognito/private browser window and visit your site — this rules out caching and cookie issues.
7. Check browser extensions
   Disable ad blockers and privacy extensions, refresh the page — if the message appears, an extension was blocking it.

Still not working?

Check with your developer

If you've tried everything above, you might need technical help. Ask your developer to check:

• Is the script installed correctly (on all pages where messages should appear)?
• Does the script tag in the code match the script tag of your onsite message?
• Are there any error messages? Open the browser console (F12) and look for red errors mentioning “redeal” or “Voyado.”
• Is your firewall blocking Voyado? The script loads from static.redeal.se. This domain needs to be whitelisted.

Contact Voyado Support

If you still can’t get your message to show:

• Take screenshots of your onsite message settings (especially Status, Schedule, and Targeting)
• Take a screenshot of the page where the message should appear
• Note down: your website URL, which browser you’re using, when the issue started
• Contact your Voyado representative or submit a support request with this information

Tips for successful testing

• Use ?voyado-clear — this resets Voyado’s message memory without clearing your entire browser cache.
• Test on multiple devices — desktop, mobile, and tablet, especially if your message targets multiple device types.
• Ask a colleague to test — they might meet targeting criteria you don’t (e.g., new visitor).
• Take notes — document what you changed and when, so you can track which step fixed the issue.

Avoiding common issues

When creating new onsite messages:

• Before you create: Confirm the script is installed on your website; make sure your domain is in site settings; know which script tag your site uses (ask your developer).
• When setting targeting: Start with broad settings (e.g. “All visitors” on “All pages”) to verify basic setup. Then add restrictions gradually and test after each change.
• Before going live: Test on desktop and mobile, test in incognito mode, ask colleagues to test, and verify on all targeted pages.

Glossary

• Script — A small piece of code that needs to be installed on your website for Onsite messages to work.
• Script tag — A label (like “cornerwidget” or “checkout”) that connects your message to the right script calls from the website.
• Domain — Your website address (e.g. www.yourstore.com).
• Incognito/Private mode — A browser mode that doesn’t remember your history or cookies.
• Chrome Extension — A tool you install in Chrome to help test Voyado Onsite script presence.
• Targeting — Rules that control who sees your message and under what conditions.

Still need help? Contact your Voyado representative or submit a support request.