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My ConvertBox isn’t showing (quick check list)

We know it can be frustrating when your ConvertBox is not working as expected but the good news is this is almost always due to something simple.

That’s why we’ve created this really quick checklist to take you through the most common reasons your ConvertBox may not be showing for you.

Please read through this checklist before submitting a support ticket. ?

Important note about testing your ConvertBox

If your ConvertBox has goals/view limits/timers or other display options which limit how long it will show to a visitor these may also prevent it from showing to you.

To avoid this issue when testing we highly recommend using Chrome browser and opening an “Incognito” window. File > New incognito window. This allows you to view your site as if you were a new visitor with no past history. To start a fresh test you will need to close ALL incognito windows before opening a new one again.

1. Have you installed the ConvertBox script on your site?

Before we can display your ConvertBox or track visitors you must install our embed code on your site using one of our simple installation options.

2. Is your ConvertBox activated?

Check that your ConvertBox is activated and turned on at the toggle switch on your dashboard.

3. Is your ConvertBox on the correct website dashboard?

Check that the website dashboard you have created your ConvertBox under is the same domain you are trying to show your ConvertBox on.

Each site in your account is independent and has its own individual dashboard. If you create a ConvertBox on the dashboard for mysite.com then it will only shown on pages of that site. If you want to show it on a different site then you will need to add a new site to your account and move the ConvertBox to a campaign on that site.

Please note: Subdomains are treated as seperate domains. Therefore if you want to show your ConvertBox on a subdomain you will need to add that subdomain to your account.

4. Do you have the correct location rules set?

In the editor on the “Display” tab check your “Location” rules.

If you’ve set the ConvertBox to only show on specific pages of your website check that the page URL for these rules is correct. If you’ve added some EXCLUDE rules make sure these are not preventing the ConvertBox from showing on your desired pages.

5. Do you have a limited number of views set?

In the editor on the “Display” tab check your “Frequency” rules.

If you’ve set your ConvertBox to only show for a limited number of views per day or session then that number of views may have been met for you while making tests.

To check this temporarily set a higher number of views and see if the ConvertBox shows to you.

6. Has your countdown timer expired?

If ANY of your ConvertBox steps has a timer then check this has not expired for you.

If you are using a fixed date countdown timer
Check that the date set for your countdown timer has not expired and set in the past. Once the date/time deadline is met the ConvertBox will stop showing to all visitors.

If you are using an evergreen countdown timer
Check if your timer is set to stop showing the ConvertBox when it expires. If it is and you previously viewed your ConvertBox triggering the countdown timer and the timer has since expired, your ConvertBox will no longer show to you.

You can quickly test this by viewing your page using Chrome incognito window (please see notice at the top of this article).

7. Do you have specific visitor targeting rules set?

Check your visitor targeting rules are not preventing you from seeing the ConvertBox.
For example. If you have set your ConvertBox to only show to visitors who are have visited your site less than once (eg new visitors) and you do not meet this condition then the ConvertBox will not show to you.

8. Is your form or button element action set to stop showing after being submitted?

If your ConvertBox is using a form element or button element check the actions and see if you have the option set for “Stop showing this ConvertBox to the visitor“.

If you have this option selected and while testing you have clicked the button or submitted the form then that ConvertBox will no longer show to you.

A quick way to test this is to temporarily deselect the option and see if the ConvertBox shows to you or simply view your ConvertBox using Chrome incognito window (please see notice at the top of this article).

Ok.. I checked the list but my ConvertBox is still not showing! ?

Don’t panic, our friendly support team is here to help!

Please submit a support ticket with the name of your ConvertBox and the page url it should show on. Our team will investigate the issue and get back to you as soon as possible. ?

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