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Troubleshoot number swapping

Use this page when the number on a website doesn't change, changes on some pages only, or changes to something unexpected. For missing attribution on calls, see Why attribution can be missing or ambiguous.

Check the browser console first

Open the browser's developer tools on the affected page and select the Console tab. The script logs lines that start with [EnfonicaTracker].

Message Meaning What to do
Bootstrapping with tracking code: E-... The script loaded and found its tracking code. Continue with the checks below.
No [EnfonicaTracker] lines at all The script didn't load. Check that the tag is on the page, that a consent tool or ad blocker isn't blocking ctjs.au, and that any Content Security Policy allows it.
No data-tracking-code found. Skipping init. The tag is present but the data-tracking-code attribute is missing or misspelt. Copy the tag again from Settings > Tracking script.
Initialization failed: Error: HTTP 4xx or 5xx Call Tracking returned an error. Retry later. If it persists, contact support with the message.
Invalid tracking code, skipping init. The script was started by code with an empty tracking code. Use the tag from the Enfonica Console.
Failed to push GA identifiers A background request carrying Google Analytics cookies failed. The swap already happened. Usually transient.
Initialization failed: TypeError: Failed to fetch The request to https://ctjs.au was blocked. Check ad blockers, the network, and any Content Security Policy connect-src rule.
Invalid phone number in config: ... A rule's Find Number isn't a valid phone number. Edit the rule and enter the number in international format, such as +61281234567.
Heartbeat failed A background request failed. The initial swap already happened. Usually transient. If it repeats, check the network.

The number doesn't change on any page

If the request to ctjs.au in the Network tab succeeds but nothing changes, one of the following applies:

  • The tracking code is wrong. Compare the data-tracking-code in the tag with the code under Settings > Tracking script, and copy the tag again if they differ.
  • The site is paused. Open the site's Settings and check the status badge.
  • The hostname isn't allowed. The page's hostname must be in the site's Allowed domains or be a subdomain of one. example.com covers www.example.com; www.example.com doesn't cover example.com.
  • No rule applies to this page. Every rule in every pool has Allowed Path Prefixes that don't match this path, or Apply only to paid traffic is set and the visit isn't from a paid campaign. See Create a number pool and its rules.
  • The pool is paused or has no numbers. Open Number pools and check the pool's status and number count.

If none of those apply and the number still doesn't change:

  • The number on the page doesn't match the rule. Compare the rule's Find Number with the number on the page. The script matches any usual format of the same number, so (02) 8123 4567 matches +61281234567, but a different number doesn't.
  • The number is split across elements, in an image, or in an attribute. See Where the number can be.
  • The number is added to the page late. The script stops watching for changes shortly after the page loads. Render the number with the page.

The number changes on some pages only

  • Path prefixes. A rule with Allowed Path Prefixes applies only to paths that start with one of them. Add the missing path, or clear the field to apply the rule to all pages.
  • Tag Manager triggers. If the script is loaded by Google Tag Manager, check that its trigger is All Pages and that no exception blocks it on the affected pages.
  • Different number formats. The rule matches one phone number in any format. If some pages show a different number, add a rule or a pool for that number.

The number changes to a different number during a visit

The visitor was away from the site long enough for their assignment to expire, and their next page view was assigned a different number. This is expected. If it happens often, the pool may be too small; check the pool's Health. See Size a number pool.

The number is in the wrong format

The replacement uses the rule's Display Format, not the format of the original number. Edit the rule to change it.

The script sets the link's href to tel: plus the tracking number in the rule's display format with spaces removed, and replaces the link text. If the link contains an icon or other markup, the markup is replaced with the number text. Put icons outside the link.

It works for you but not for the client

  • Consent. If the client's browser hasn't accepted a consent banner that gates the script, the script never runs.
  • Ad blockers. Some blockers block ctjs.au.
  • Cached page. The swap happens in the browser, so caching doesn't stop it, but a cached old version of the page might not include the script tag.

Get help

If none of the above applies, contact Enfonica support through the contact page with the website URL, the tracking code, and the [EnfonicaTracker] console output.