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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.

Quick 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 reading.

Common reasons messages don’t appear

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 can’t display.

Who can fix this:
Your web developer or IT team.

How to check:

  1. Install the Voyado Chrome Extension
  2. Visit your website
  3. Click the Voyado icon in your browser toolbar
  4. If it says Script detected ✓ — you’re good to go
  5. 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 developer.voyado.com.

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:

  1. Log into Voyado Engage
  2. Go to Administration → Configure Engage → Sites
  3. Look for a site matching your website domain (e.g., www.yourstore.com)

How to fix:
If your domain isn’t listed, add your site following the steps in this documentation:
Site settings article

Common mistake:
Make sure you add the exact domain:

  • www.yourstore.com ✓
  • yourstore.co.uk ← Different domain, needs to be added separately
  • test.yourstore.com ← Test site, needs to be added separately
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 onsite message settings (under the General panel in Configuration)

Common tags are:

  • cornerwidget – For general website pages
  • checkout – For order confirmation pages
  • login – For when users log in

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.

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:

  1. Add ?voyado-clear to the end of your website URL (e.g., www.yourstore.com/?voyado-clear)
  2. Press Enter to load the page
  3. This clears Voyado’s memory and lets you see already completed messages again

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

Targeting rules are excluding you

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

Audience targeting:

  • If you selected specific contact audiences, make sure you’re part of the audience.
  • If you selected is identified by Contact ID, make sure you’re identified.
  • If you selected is not identified by Contact ID, use ?voyado-clear or 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 hide when minimized on mobile, test on desktop.
  • If you selected hide when minimized on desktop, test on mobile.

Dismissal time settings:

  • Check Dismissal time — if set to any value other than 0, use ?voyado-clear to reset your local storage.
  • Check if there’s a delay before the message appears in the Additional targeting and behavior panel.
A common mistake when using multiple targeting criteria is forgetting that “Additional targeting and behavior” criteria can be configured with All (AND) or Any (OR). If All is selected, all criteria must be met for the onsite message to display. If Any is selected, only one criterion needs to be met.
Your browser is blocking the message

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

How to check:

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

Common blocking extensions:

  • uBlock Origin
  • AdBlock Plus
  • Privacy Badger
  • Ghostery
  • Corporate security software

For testing:
Use an Incognito or Private window without extensions enabled.

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 already ended.

How to check:

  1. In Engage, go to Onsite → Messages
  2. Find your onsite message and check its status
  3. Check the Schedule or Date range settings

Statuses explained:

  • Live ✓ — Onsite message is live
  • Unpublished — Message hasn’t been published yet
  • Scheduled — Message starts in the future
  • Expired — Message has ended
  • Paused — Message has been paused manually
  • Suspended — Message is out of reward codes; upload new codes to reactivate
Your site settings contain additional filtering criteria you are not meeting

What this means:
Sometimes, sites include filters like geotargeting by IP or language restrictions. In such cases, visiting the correct URL may not be enough—you must meet those conditions.

How to check:

  1. In Engage, go to Administration → Configure Engage → Sites
  2. Check if fields like Additional URL string to match, Restrict to country, or Restrict to locale/language code are filled in
  3. Ensure you meet all conditions during testing

Testing on test environments

Onsite messages will NOT work on:

  • Your local computer (localhost, 127.0.0.1)
  • Servers accessed by IP address (e.g., 192.168.1.100)
  • Development environments not added to your site settings

Solution for testing sites:

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

Step-by-step troubleshooting guide

  1. Verify your message is active: Go to Onsite → Messages in Engage → State 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 domain is listed.
  4. Clear your test session: Add ?voyado-clear to your URL and press Enter.
  5. Check targeting rules: Review Additional targeting and behavior settings and ensure criteria are met.
  6. Test in incognito mode: Open a private browser window and test again.
  7. Check browser extensions: Disable ad blockers and privacy tools → Refresh → See if message appears.

Still not working?

Check with your developer:

  • Is the script installed correctly on all relevant pages?
  • Does the script tag match the one in your message?
  • Are there any console errors? Open the browser console (F12) and look for red messages mentioning redeal or Voyado.
  • Is your firewall blocking Voyado? The script loads from static.redeal.se — this domain must be whitelisted.

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

Take screenshots of:

  • Your onsite message settings (Status, Schedule, Targeting)
  • The page where the message should appear
  • The Voyado Chrome Extension result

Also note down:

  • Your website URL
  • Browser used
  • When the issue started

Contact your Voyado representative or support team with this information.

Tips for successful testing

  • Use ?voyado-clear to reset Voyado’s memory without clearing your cache.
  • Test on multiple devices (desktop, mobile, tablet).
  • Ask a colleague to test — they may meet targeting rules you don’t.
  • Take notes of what you changed and when — it helps track what works.

Prevention: Avoiding common issues

Before creating new onsite messages:

  • Confirm the script is installed on your website.
  • Ensure your domain is in site settings.
  • Know which script tag your site uses (ask your developer).

When setting targeting:

  • Start broad (e.g., All visitors on All pages) to test functionality.
  • Add restrictions gradually after confirming the basic setup works.
  • Test after each change.

Before going live:

  • Test on desktop and mobile.
  • Test in incognito mode.
  • Ask colleagues to test.
  • Verify it works on all targeted pages.

 

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