---
title: "The tracking number looks wrong on your website"
url: "https://calltracking.au/help/install/number-looks-wrong"
summary: "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."
type: troubleshooting
audience: customers
products: ["Tracking script", "Number pools"]
who_can_do_this: "Whoever manages the website, with Owner or Editor access on the account"
---

# 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

First check the [Enfonica status page](https://enfonica.status.io/) for a known incident.

## 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**.

**To fix it:**

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.

**To fix it**, 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](https://calltracking.au/support#contact)

## Related

- [Tracking numbers don't show on your website](https://calltracking.au/help/install/numbers-not-showing.md)
- [The tracking script shows an error in the browser console](https://calltracking.au/help/install/console-messages.md)
- [Display formats](https://calltracking.au/docs/numbers/number-pools/#display-formats)

---

Web version: https://calltracking.au/help/install/number-looks-wrong