Campaign not displaying correctly

If a campaign isn't showing on your website as expected, or preview behavior is off, work through the checklist below to identify the cause.

Campaign not showing

Check each of the following:

1. Is the tracking tag installed correctly?

2. Is the tracking tag installed more than once?

3. Are browser extensions active?

4. Are the campaign trigger conditions met?

5. Are multiple campaigns set to the same location, time, and display condition?

6. Is the display condition set to "exit"?

7. Is the device switch turned on?

8. Has the PV or UU limit been reached?

1. Is the tracking tag installed correctly?

If the tag isn't on the target page, or the tag ID doesn't match your project, the campaign won't appear even after publishing.

How to check:

1. Open the target page, right-click, and select Inspect to open DevTools.\

2. In the Network tab, filter by webcollect and refresh the page.\

3. If a Page entry appears, the tag is firing correctly.\

4. Confirm that the Profile id matches the project ID in the Ptengine dashboard.\

2. Is the tracking tag installed more than once?

Duplicate tag installations can prevent campaigns from displaying. Remove the extra tag.

3. Are browser extensions active?

Extensions like Ghostery can block the tracking tag from loading, which stops campaigns from appearing. Disable the extension and restart your browser.

4. Are the campaign trigger conditions met?

If the display condition, page condition, session condition, or user group condition isn't satisfied, the campaign won't show. Review the trigger settings and confirm conditions are met before testing again.

5. Are multiple campaigns targeting the same location?

When multiple campaigns share the same display condition, timing, and location, Ptengine applies the following priority rules:

• Inline edit: the campaign created most recently is shown.

• Popup / fixed bar: the campaign created earliest is shown.

Avoid overlapping campaigns to ensure predictable results.

6. Is the display condition set to "exit"?

When "Exit browser" is selected, the campaign only triggers when all of the following are true:

• The user has been on the page for 5 seconds or more

• Desktop: the cursor moves outside the page area

• Mobile: Due to a Google anti-abuse policy update in 2025, this trigger is no longer supported on mobile devices. You can view here for more details.

Cases where exit may not be detected: in-app browsers, Home button presses, or sessions under 5 seconds.

7. Is the device switch turned on?

Experience controls campaign delivery per device. Make sure the switch for your target device is turned on.

8. Has the PV or UU limit been reached?

Once the PV or UU limit is reached, campaigns stop displaying. Wait for the limit to reset or upgrade your plan to increase the limit.

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Preview behavior is incorrect

Did you regenerate the preview URL after making changes?

The preview URL must be regenerated each time you modify a campaign. If the preview page freezes or won't scroll, regenerate the preview URL and check again.

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Font mismatch between editor and live site

If the font in the editor doesn't match what appears on the live site, there are two common causes:

1. The font file exists on your website but not inside the Experience editor — the editor can't render it correctly, while the live campaign displays it as expected.

2. The font file isn't installed on the visitor's device, so even though it's set in the editor, it won't render correctly for that visitor.

To avoid font mismatches, use widely supported system fonts when setting up campaigns.