Troubleshooting

The tracking number looks wrong on your website

Short answer

The tracking script writes the number in the rule's Display Format, not the format the page used, and replaces everything inside a phone link with the number. Change the rule's format, or move icons and button text outside the link.

Applies to
Tracking script, Number pools
Who can do this
Whoever manages the website, with Owner or Editor access on the account

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 number is in a different format from the rest of the page
  3. A call button lost its icon or its text
  4. What to send us
  5. Related

What are you seeing?

The number is in a different format from the rest of the page

The script doesn't copy the format of the number it replaces. It writes the tracking number in the format chosen in the rule's Display Format: E.164 (+61255501234), National (02 5550 1234) or National + brackets ((02) 5550 1234). New rules use National.

Fix

  1. In the Enfonica Console, open the tracking site and go to Number pools.
  2. Open the pool, and under Rules, open the rule.
  3. In Display Format, select the format the website uses, and select Save Changes.

The new format shows on the next page view.

A call button lost its icon or its text

When the script swaps the number in a phone link (a link that starts with tel:), it sets the link to dial the tracking number (always in E.164, like tel:+61255501234) and replaces everything inside the link with the number in the rule's format. A phone icon inside the link disappears, and a button that said "Call us now" shows the number instead.

Fix

Ask whoever builds the website to put the icon, or the button's wording, outside the link, next to it. The link itself then holds only the number.

What to send us

Include these and we can look at the website straight away.

  • The address of a page where the number doesn't change.
  • The tracking site's name in the Console, or the tracking code from the tag (it starts with E-).
  • The lines that start with [EnfonicaTracker] in the browser console on that page, or that there are none.
  • The browser and device you tested on.
Contact support

Our support team will reply by email.