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Debugging a prompt that is not showing

Configuration guide for debugging prompts that fail to display in Recurly Engage.

When a prompt doesn't show, work through a short checklist to find out why. It covers your tag and segment setup, triggers, experiments, and limits.
Available on all Recurly plans

How do I debug a prompt that isn’t showing?

Work through these checks in order:

1

Verify your basic setup

Make sure the Recurly Engage tag is loaded on the page (check for ping calls in your network inspector), the prompt status is Active, and the correct segment is applied and enabled.

2

Confirm you’re targeting the right user

Ensure the User ID you’re testing with belongs to the prompt’s segment (impersonate in Preview or use User Lookup), and check the ping payload’s segments array.

3

Double-check your trigger criteria

Check the criteria for your trigger type:

  • Page-based: Make sure you’re on the exact URL defined.
  • Click-based: Verify the element’s Cascading Style Sheets (CSS) selector matches your trigger settings.
  • Survey or multi-step guides: Ensure any prerequisite prompt is also Active and has fired.
4

Check the ping response

Once those are correct, look in the ping response under paths to see if the prompt was delivered.

If the prompt is delivered but doesn’t render

If the prompt appears under paths but doesn’t render, check for an active experiment control group. Open the corresponding path object in the payload and inspect its action_group_name. If it’s set to Control, that User ID is held out by design.

If no path is delivered

Review any limits or interaction settings. Make sure impression limits, frequency caps, or “Show prompt again after button click” options aren’t preventing display.

Reset suppression and re-test

To reset any suppression, clear the user’s prompt state and re-test.

1

Clear the user’s prompt state

Reset goals in Live or in the console.

In Live: Go to Settings > Users > Test Users > Reset Goals.

In the console:

RecurlyEngage.resetGoals(true);
2

Refresh the page

Refresh the page a few times to restore eligibility.

Updated 4 days ago

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