Troubleshooting

If this page doesn't solve your problem, open Support in your profile menu. Send us the test link on which you see the problem, so we can look at it with you.

Before you startCopy Anchor Link

• Plan: You can design Smart Pages, preview them, and test them on your website on every plan. You can publish them in the trial, the Growth plan, and Enterprise. White-label customers of a partner don't see the tab.
• Rights: Every user in your account can create, edit, publish, and delete Smart Pages. You don't need admin rights for this.
• Cost: Smart Pages cost no credits.
• Access: For fixes to the Smart Pages code, you need the person who maintains your website.

Diagnosis with the test linkCopy Anchor Link

The test link shows you your real page the way a specific company sees it. The test box in the top right corner explains what Webmetic did on your page and why.

To open the test link:

1. Click the Smart Pages tab at the top and then your Smart Page. The editor opens.
2. Click Test on the page at the top. A new tab shows your page with the test box in the top right corner.
3. Read the first line of the test box. This line names the company, the audience, and the number of texts Webmetic swapped.
4. Click Details. The test box lists every element with its outcome, for example Text variant, AI text, Original, or Could not be replaced.
5. Optional: Choose another identified company of your website in the test box's dropdown. The page reloads as if this company were visiting your website.

Choose My own visit, the first entry in the list, to go back to your real visit. Your own visit only shows a company if Webmetic recognizes your network, so from a home office or a mobile network you'll usually see the original.

The link also works for drafts and on every plan. Anyone who has the link can open it for 10 hours without logging in. Visits through the test link don't count in your report.

If no test box appears, the Smart Pages code is missing on your page, or a redirect removed the link's parameters. If the background check has already found that out, your click opens the Install Smart Pages dialog instead. In that case, open the test link with Test anyway.

Texts on the websiteCopy Anchor Link

Why does a company see the original text?Copy Anchor Link

Whenever something goes wrong, Webmetic shows your original, and no text stays hidden. The test box on the test link shows most causes. You'll find its messages under All messages. These are the most common causes and how you fix them:

Changes you save on a live Smart Page reach your visitors after a short time.

Why doesn't an element change?Copy Anchor Link

The editor works with a copy of your page. On your real page, Webmetic only swaps an element if it appears there exactly once and still has the same text. Otherwise the element shows the current text of your website unchanged. The Details in the test box show the message Could not be replaced for this element. This has three possible reasons:

• Page changed: Someone changed the text on your website after the copy, and Webmetic never reloads a copy once it has loaded. Create the Smart Page for this page again with New Smart Page, and delete the old one as soon as the new one is live. Duplicate doesn't help you here, because the duplicate keeps the old original texts of the elements.
• Element not unique: The element appears more than once on your real page. In the editor, choose an element that appears only once on the page.
• Navigation in a web app: The Smart Pages code only swaps texts when the page loads. If your website changes the page without reloading, your visitors see the original. Webmetic waits a few seconds after loading for elements that render late.

Why does the wrong audience win?Copy Anchor Link

Webmetic picks exactly one audience for the whole page on every page view. The first audience in your list whose criteria all match wins.

If this audience has no text for an element, the element shows the original, and Webmetic doesn't move on to the next audience.

To fix the problem:

1. In the editor, click the element.
2. In the side panel, open the audience selection and choose the entry Manage audiences. The Manage audiences dialog opens. If the element has texts for two or more audiences, the Change order link below the texts leads there too.
3. Drag your more specific audiences to the top. Webmetic saves the new order right away.
4. Check the result with the Preview as selector in the editor.

An audience without criteria matches every identified company and therefore belongs at the end of the list. For details, see Audiences.

Why does UTM only match in the preview?Copy Anchor Link

The Preview as selector in the editor only checks the company's data and skips Campaign (UTM) and Device. An audience with these criteria therefore matches there as soon as the company data matches. The real page also checks campaign and device.

To fix the problem:

1. Open the test link with Test on the page.
2. In the test box's dropdown, choose a company that fits the audience. The page reloads.
3. Add the UTM parameter to the address, for example &utm_source=linkedin, and reload the page.
4. For the Device criterion, open this address on your smartphone.

Webmetic reads the UTM parameters from the address of each single page view. A later page view without these parameters can therefore match another audience.

Test linkCopy Anchor Link

Why doesn't the test link work anymore?Copy Anchor Link

A test link is valid for 10 hours. After that, the test box shows the message Test link expired or invalid. and no details.

To fix the problem:

1. Open your Smart Page in the editor.
2. Click Test on the page again. Webmetic creates a new link that is valid for another 10 hours.

If the test box doesn't appear at all, either the Smart Pages code is missing, or your website redirects the address and drops the link's parameters. In the second case, create the Smart Page with the address your website shows without a redirect.

EditorCopy Anchor Link

Why doesn't the copy of the page load?Copy Anchor Link

Webmetic loads the copy without logging in. A page behind a login therefore only shows the login page or doesn't load at all. Bot protection on your website can also stop the page from loading. The editor then shows the message The page could not be loaded. Check that the URL is reachable.

To fix the problem:

1. Click Try again below the message.
2. Check that you can reach the page without logging in.
3. If bot protection stops the page from loading, contact support.

Why does a popup cover the page?Copy Anchor Link

Webmetic accepts the consent banner itself while it loads the copy. If a consent banner still remains, the editor hides it automatically. Other popups stay visible in the copy.

To fix the problem:

1. Click the popup in the copy.
2. Click Hide this layer. The bar above the copy shows the note 1 layer hidden.

Hiding only affects the editor, not your website. Click Show again whenever you want the layer back.

Go liveCopy Anchor Link

Why can't I go live?Copy Anchor Link

Without a matching plan, the editor shows the Publish with Growth button instead of Go live, and your click opens the upgrade dialog.

If your account loses the plan, a live Smart Page shows Paused: visible with Growth. After you upgrade, it comes back by itself.

To fix the problem:

1. Click Publish with Growth, or Upgrade to Growth in the banner.
2. Choose a plan that includes Smart Pages.

If the check doesn't find the code, the Go live button first opens the Install Smart Pages dialog. The Publish anyway button opens the Check & go live dialog, where you publish the page with Publish Smart Page. Visitors see it as soon as the code is on your website.

ReportCopy Anchor Link

Why are figures missing in the report?Copy Anchor Link

Your report only counts real visits to a live Smart Page, so no test links and no drafts. Webmetic calculates the comparison between original and personalized visits from the tracking code. If the tracking code is missing on your page, the comparison stays empty.

The Time-on-page uplift tile shows the note not enough visitors yet until both groups have enough visitors.

To fix the problem:

1. Add the tracking code to the page as described in Installation.
2. Check the tracking code as described in Check your installation.
3. Wait until enough companies have visited your page.

All messagesCopy Anchor Link

Next stepsCopy Anchor Link