Troubleshooting

A call shows no attribution

Short answer

A call is linked to a website visit only if a visitor held the tracking number when the call started, so no attribution usually means the caller dialled a number they'd seen earlier. An empty campaign means the visitor's first page had no utm_campaign tag in its address.

Applies to
Attribution, Call log, Number pools

Check for a known incident first. If there is one, we're already working on it, and there's nothing to change on your side.

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  1. What are you seeing?
  2. The call says No attribution
  3. The call is attributed, but the campaign is empty
  4. What to send us
  5. Related

What are you seeing?

To see why, in the Enfonica Console, go to the tracking site's Tracked calls and open the call. The attribution panel shows the result and the reasons for it.

The call says No attribution

No web session could be linked to this call.

When a call comes in, Call Tracking looks for a visitor who held that tracking number at the moment the call started. None did. In the call list, these calls show the source (direct) / (none), because there's no visit to read a source from. That source alone doesn't mean no attribution: an attributed call from a visitor who typed the address in shows it too, so check the attribution panel.

A caller who rings the same tracking number again within 7 days gets the attribution of their last attributed call, so a repeat caller rarely shows this.

The caller dialled a number they'd seen earlier

A visitor holds their number only while they're using the website, and for about 2 minutes after. If they call later, from a number they wrote down or saved, or from a tab left open, nobody may hold it any more.

Check

Look at when the call came in. It's often well after the visitor left the website.

Fix

There's nothing to change: every call tracking service that changes numbers per visitor has this limit. For places where people keep the number, such as print, signs and listings, use a static tracking number instead. To learn more, see Add a static tracking number.

The script didn't run for that visitor

A consent tool that holds the script until the visitor accepts, or an ad blocker, means the visitor saw the website's normal number. If they called that, the call isn't tracked at all. If they called a tracking number they found another way, it has no attribution.

Check

See whether other calls from the same website are attributed. If most are, a few blocked visitors are the likely cause.

Fix

Decide with the website owner whether the script can load before consent. To learn more, see Tracking numbers only show after visitors accept cookies.

The number doesn't swap on every page

If some pages show the number but don't swap it, visitors on those pages never hold a number.

Check

Open the pages people call from, and check the number changes on each.

Fix

See Tracking numbers don't show on your website.

The call is attributed, but the campaign is empty

An attributed call always has a source and a medium. The campaign comes only from a utm_campaign tag in the address of the visitor's first page, so it's empty when there wasn't one. UTM tags are labels added to the end of a link's address, such as ?utm_source=facebook&utm_medium=paid&utm_campaign=spring-sale, that say where the visitor came from.

The visitor didn't come from a campaign

Visitors who typed the address or used a bookmark show (direct) / (none), and visitors from search results or other websites show where they came from. Neither has a campaign.

Fix

There's nothing to change.

The ad has no campaign tag

Google Ads auto-tagging is enough to show the source as google / cpc and to send conversions to Google Ads, but it doesn't add a campaign name.

Fix

Add UTM tags (utm_source, utm_medium and utm_campaign) to your ads' links, in each ad platform. To learn how, see Tagging ad URLs.

A redirect removed the tags

If the ad's link redirects, such as from http to https or to another page, the redirect can drop everything after the ?.

Check

Select one of your ads, and look at the address in your browser when the page loads. If the tags are missing, the redirect removed them.

Fix

Point the ad at the final address, or ask whoever manages the website to keep the tags through the redirect.

You tested by typing the address

A test visit you typed in has no campaign.

Fix

Add test tags to the address, such as ?utm_source=test&utm_medium=test&utm_campaign=test, or select a real ad.

What to send us

Include these and we can find the call straight away.

  • The tracking site's name in the Console.
  • The tracking number that was called, and the date and time of the call.
  • The caller's number, if you know it.
  • What you expected to see on the call, and what it shows instead.
Contact support

Our support team will reply by email.