Troubleshooting

A test call shows an earlier test's source

Short answer

Call Tracking credits a call to an earlier one when the same phone calls the same tracking number again within 7 days, and a browser's visit ends only after 30 minutes without activity. Test from another phone or tracking number, in a new private window, with earlier test tabs closed.

Applies to
Attribution, Tracking script
Who can do this
Whoever tests the installation

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.

Checking Enfonica system status…

Status page
On this page
  1. What are you seeing?
  2. The call is marked as a repeat caller
  3. The call shows the earlier test's campaign
  4. The call has low confidence and lists the earlier test
  5. What to send us
  6. Related

What are you seeing?

When you test the same website several times from the same phone and browser, each test can pick up details from the one before. For a clean test:

  • call from a phone that hasn't called that tracking number in the last 7 days;
  • open the website in a new private window, with new campaign details in the address if you're testing a campaign;
  • close the tabs from earlier tests;
  • call while the page is still open.

The call is marked as a repeat caller

Attribution was copied from a previous call by this number.

The same phone called the same tracking number within 7 days of an earlier call that was attributed. Call Tracking treats it as the same person calling back, and copies the earlier call's attribution, whatever page you have open now. This check comes first, so a fresh visit doesn't change it.

Each repeat call starts the 7 days again, so repeated tests from one phone keep copying the first one.

Check

Go to Tracked calls and open the call. The Repeat caller notice shows, and the reason is Repeat call.

Fix

Test from a different phone, or call a different number from the pool. Waiting doesn't help while you keep calling from the same phone.

The call shows the earlier test's campaign

You tested in the same browser while its visit was still going. A visit ends after 30 minutes without activity, and it's shared by every normal tab in that browser. It keeps the landing page and campaign details from its first page, so new campaign details on a later test aren't recorded.

Check

Open the call in Tracked calls. The reason is Single session match, and the campaign is the one from your earlier test.

Fix

Close every private window, then open a new one and start the test there. Or wait 30 minutes without using the website in that browser.

The call has low confidence and lists the earlier test

Two of your test visits held the same tracking number when you called: the pool has one number, or the tab from an earlier test was still open and active. Call Tracking can't tell which visit made the call, so it chooses the closest, or the most recent, visit and lowers the confidence.

Check

Open the call in Tracked calls. The reason is Multiple sessions active, and Session comparison lists your earlier test.

Fix

Close the tabs from earlier tests and wait 2 minutes, so their hold on the number lapses. Then start the new test. To learn more, see What does attribution confidence mean?

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.