Troubleshooting

Tracking numbers don't show on your website

Short answer

The tracking script swaps the number only on pages it runs on, for a site that's active, on an allowed domain, with a pool rule that matches the page. Check those first, then how the number is written on the page.

Applies to
Tracking script, Tracking sites, Number pools
Works with
Google Tag Manager, WordPress
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 doesn't change on any page
  3. The number changes on some pages only
  4. It works for you, but not for your client
  5. What to send us
  6. Related

What are you seeing?

When you test, open the website in a private window. Your normal window may have an old copy of the page, or a consent choice or extension that stops the script.

The number doesn't change on any page

Start with the Enfonica Console. Open the tracking site, select Settings, and under Tracking script, select Refresh. Installed means the script reported in during the last day; it can take up to an hour to change after the first visit. Not detected means it never has. The script reports in only from an allowed domain while the site is active, so a paused site or a domain that isn't allowed also shows Not detected.

The script isn't running

Check

Open a page of the website and open the browser console: open your browser's developer tools, and select the Console tab. If you see no lines that start with [EnfonicaTracker], the script didn't run.

Fix

See The tracking script shows an error in the browser console, which covers a missing tag, consent tools, blockers and security policies.

The tag has the wrong tracking code

Each tracking site has its own code, which starts with E-. A tag copied from another client's site loads without errors but swaps nothing.

Check

Compare the code in the website's tag, after code=, with the code under Settings > Tracking script in the Console.

Fix

Select Copy script, and replace the tag on the website.

The tracking site is paused

A paused site doesn't swap numbers. Calls to its numbers still connect and are logged.

Check

Open the tracking site's Settings and look at the Status badge. PAUSED means it's paused.

Fix

Open the menu next to the badge, and select Resume.

The subscription has ended

If the account's subscription has ended, for example after a failed payment, the script swaps nothing and the Console shows Your Call Tracking service is paused.

Fix

See Your Call Tracking service is paused.

The website's domain isn't allowed

The script swaps numbers only on the domains in the site's Allowed domains, and their subdomains. So example.com.au covers www.example.com.au, but www.example.com.au doesn't cover example.com.au.

Check

Compare the address in your browser with the list under Settings > Allowed domains. A staging or test address needs its own entry. localhost can't be added, so test on a real domain.

Fix

Add the domain, and select Save Changes. To learn more, see Change the allowed domains.

No pool rule matches the page

The script swaps a number only when a number pool has a rule for it. A rule can be limited to some pages (Allowed Path Prefixes) or to visitors from ads (Apply only to paid traffic).

Check

Go to the site's Number pools, open each pool, and look at its Rules. A rule with Apply only to paid traffic doesn't swap for you when you type the address in. To test it, add ?utm_medium=cpc to the address, or arrive from a real ad.

Fix

Add a rule for the number, or widen the rule's paths. To learn how, see Create a number pool and its rules.

The pool is paused or has no numbers

Check

Go to Number pools. Each pool's card shows ACTIVE or PAUSED. A pool with no numbers says This pool has no tracking numbers yet when you open it.

Fix

Open the pool, open its actions menu, and select Resume Pool. To add numbers, see Add numbers to a pool.

The number on the page isn't the rule's number

The script looks for the rule's Find Number in any common format, so (02) 5550 1234 matches +61255501234. A different number, even one digit off, doesn't match.

Check

Compare the number on the page with the rule's Find Number.

Fix

Edit the rule so Find Number is the number the website shows, and select Save Changes.

The script can't see the number

The script swaps a number written as one piece of text, and the number in a tel: link. It can't swap a number that's:

  • split across parts of the page, such as an area code styled separately from the rest;
  • part of an image or a logo;
  • added to the page more than 10 seconds after the script gets its numbers, such as in a pop-up or chat widget. In a single-page app, the 10 seconds start again after each page change.

Fix

Ask whoever builds the website to write the number as plain text, in one piece, and to show it when the page loads. To learn more, see Where the number can be.

The number changes on some pages only

A rule is limited to some pages

A rule with Allowed Path Prefixes swaps the number only on pages whose path starts with one of them. Each prefix must start with /. Capitals don't matter, and the part of the address after ? is ignored. A prefix is matched as the start of the path, so /contact also covers /contact-us.

Fix

Add the missing path to the rule, or clear the field so the rule applies to every page.

The tag isn't on every page

Pages built from a different template, landing pages and booking pages often miss the tag.

Check

On a page where the number doesn't change, look for [EnfonicaTracker] lines in the browser console.

Fix

Add the tag to that template. In Google Tag Manager, check that the tag's trigger is All Pages and that no exception stops it on those pages.

Those pages show a different number

A rule matches one phone number. If some pages show another number, such as a different office, that number needs its own pool and rule.

Fix

Create a pool for the other number. To learn why, see One pool per number.

It works for you, but not for your client

If the website's consent tool holds the script until the visitor accepts, people who haven't accepted see the normal number, and their calls can't be attributed.

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.

A blocker on their device

Some ad blockers and privacy extensions block the script. Visitors with a blocker see the normal number. You can't change that, but it affects only the visitors who use one.

They're seeing an old copy of the page

A cached copy of the page from before the tag was added doesn't load the script.

Fix

Ask them to reload the page, or to open it in a private window. If the website uses a caching plugin or a CDN, clear its cache after you add the tag.

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.