Fix Tracking Issues

If customer tracking isn’t working, follow these troubleshooting steps to identify and resolve the issue.

Check if Tracking is Enabled

  1. Go to Customer History → Settings
  2. Verify “Enable Tracking” is checked
  3. Save settings if changed
  4. Clear your browser cache
  5. Test with a new session

Verify JavaScript is Loading

  1. Visit your storefront
  2. Open browser developer tools (F12)
  3. Go to Console tab
  4. Look for JavaScript errors
  5. Check Network tab for tracking script
  6. Script should be: customer-history-track.js
JavaScript Errors

If you see errors, another plugin may be conflicting. Try disabling other plugins one by one.

Check for Plugin Conflicts

  1. Deactivate all other plugins
  2. Test if tracking works
  3. If it works, reactivate plugins one by one
  4. Identify which plugin causes conflict
  5. Report conflict to support

Common conflicting plugins:

  • Security plugins blocking JavaScript
  • Caching plugins not excluding tracking
  • Other analytics plugins
  • Page builders modifying scripts

Tracking requires cookies:

  • Check if cookies are enabled in browser
  • Test in incognito/private mode
  • Check cookie consent plugin settings
  • Verify tracking starts after consent given
  • Check browser privacy settings

Caching Problems

Clear all caches:

  • Browser cache: Ctrl+Shift+Delete
  • WordPress cache: Clear via caching plugin
  • CDN cache: Purge CDN if using one
  • Server cache: Clear object cache

Add tracking script to cache exclusions.

Admin/Bot Filtering

Check if you’re being filtered out:

  • Are you logged in as admin? (admins filtered by default)
  • Try testing while logged out
  • Disable admin session filtering temporarily
  • Check bot detection isn’t flagging you

Test in Different Browser

  • Try Chrome, Firefox, Safari
  • Test on mobile device
  • Use incognito/private mode
  • Clear all cookies first

Check Server Logs

If tracking still fails:

  1. Go to Customer History → Tools → Debug
  2. Enable debug mode
  3. Visit storefront
  4. Check console for tracking calls
  5. Review error messages

Contact Support

If nothing works, provide support with:

  • WordPress version
  • PHP version
  • Active plugins list
  • Console errors screenshot
  • Steps you’ve tried