Tracking Script Installed but No Data Captured: Common Configuration Issues

Tracking Script Installed but No Data Captured: Common Configuration Issues


If the Visual Visitor tracking script is confirmed to be installed on your website but visitor data is still not appearing in the dashboard, one of three configuration issues is usually the cause: a zero-ID budget threshold, a script conflict, or an unconfigured ICP (Ideal Customer Profile).

Issue 1: Identification Budget Set to Zero


Each account has a configurable identification budget โ€” the maximum number of identifications allowed per month.
Notes
If this is set to 0, no visitors will be identified regardless of traffic levels.

Resolution:

1. Log in to your dashboard and navigate to the account settings or billing area.
2. Locate the identification budget or ID limit field.
3. Set it to your plan's monthly allotment (or the desired limit).
4. Save the change. Tracking should resume within minutes.

This is a common configuration error for newly created accounts or accounts that were previously paused.

Issue 2: Conflicting Scripts (Duplicate Variable Declaration)


If your website has two Visual Visitor scripts installed โ€” for example, a Legacy script and a new +Employee or +Person script โ€” they may conflict with each other. A JavaScript error such as "variable already declared" or "const re-declaration" can silently prevent both scripts from firing.

Resolution:

1. Audit the pages on your website to confirm that only one Visual Visitor script is present.
2. Remove the outdated or duplicate script. Keep only the script for your current active plan.
3. If using Google Tag Manager, check all tags for duplicate entries referencing Visual Visitor.
4. After removing the duplicate, clear your website's cache (and CDN cache if applicable) so the updated version is served to visitors.

Do not run the Legacy and new platform scripts simultaneously.

Issue 3: ICP (Ideal Customer Profile) Not Configured


On the +Employee (B2B) platform, the Ideal Customer Profile (ICP) settings determine which visitors are identified. If the ICP has not been configured, the platform may not match any visitors to your target criteria and will return no data.

Resolution:

1. Navigate to the ICP configuration section in your dashboard.
2. Set your target industries, company sizes, and other ICP parameters.
3. Save the configuration. The platform will begin matching visitors against these criteria.

Info
Legacy plan accounts do not require ICP configuration. This issue applies primarily to accounts on the +Employee platform.

General Checks


  1. Confirm the script fires on all pages, not just the homepage.
  2. Clear your website's cache after making any script changes.
  3. Test by visiting your own website from a non-suppressed, non-VPN connection and checking whether your visit appears.

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