Why isn't this working?

If something isn't behaving as expected, work through this checklist from top to bottom. Most issues are resolved within the first three steps.

Step 1: Confirm the snippet is installed correctly

Open your site and view the page source (right-click → View page source). Search for your Site ID. If it's not present:

• Re-install the snippet following the installation guide.
• Make sure you saved and published your changes if using a CMS or site builder.
• Clear your site's cache if you use a caching plugin or CDN.

Step 2: Check the browser console for errors

Open your browser's developer tools (F12 or Cmd+Option+I on Mac), then click the Console tab. Reload your page. Look for any red error messages mentioning webalytics or wbl. Common errors:

• wbl is not defined — The snippet didn't load. Check for a network error in the Network tab filtering by "track.js".
• Invalid site ID — Your Site ID is incorrect. Copy it fresh from Settings → Sites in your dashboard.
• Content Security Policy blocked — Your CSP is blocking our script. Add cdn.webalytics.io to your CSP script-src directive.

Step 3: Check the Live view

Go to your Webalytics dashboard and click Live in the left sidebar. Open your site in a separate browser tab. Within 10 seconds you should appear as a live visitor. If you don't:

• The snippet may not be loading — recheck Step 1.
• Your IP may be blocked in your site's firewall — check with your host.

Step 4: Check for caching issues

If you recently installed or updated the snippet but are still seeing old behaviour:

• Clear your browser cache (Cmd+Shift+R / Ctrl+Shift+R).
• If you use Cloudflare, WP Rocket, or another cache layer, purge the cache there too.
• Wait up to 5 minutes for CDN changes to propagate.

Step 5: Contact support

If you've worked through all the steps above and things still aren't working, contact our support team. Include the following to help us diagnose faster:

• Your Site ID
• The URL of the page that isn't tracking
• A screenshot of any console errors
• What you expected to happen vs. what actually happened