Pixel not collecting: full troubleshooting guide

Pixel not collecting: full troubleshooting guide

If Pipeline On is not verifying, not collecting activity, or not creating recovered leads, work through this guide in order.

First: separate tracking from matching

There are two different checks:

1. Tracking: the Pipeline On ID tag loads on the live website and sends pageviews.
2. Matching: Pipeline On has enough eligible data to recover a homeowner profile.

A working tag does not mean every test visit becomes a recovered lead. It means Pipeline On can see eligible visits from the site.

Quick checks

1. Confirm the tag is installed on the live public website.
2. Confirm the website changes were published.
3. Open the live website in a fresh browser tab.
4. Visit at least one public page.
5. Return to Pipeline On and click Verify tag.

If verification works but lead volume is low, read Why recovered lead volume can be lower than traffic.

Check the tag is present on the live page

1. Open the page where the tag should run.
2. Right-click the page and choose Inspect.
3. Open the Network tab.
4. Refresh the page.
5. Search for pp-n.com or p.js.

If the request appears and returns successfully, the script is loading.

If it does not appear, the tag is missing, blocked, delayed, installed on the wrong page, or not published.

Check page source

Open the live page and view page source. Search for:

```html
pp-n.com/p.js
```

If you cannot find it, the tag was not added to the live HTML. Reinstall it in the sitewide header or tag manager, publish, clear cache, and test again.

Check your website platform

Google Tag Manager

Confirm:

• The tag type is Custom HTML.
• The trigger is All Pages.
• The container was published.
• You are testing the live website, not GTM preview only.
• Consent settings allow the tag to run when appropriate.

WordPress

Confirm:

• The tag is in a global header/footer plugin or the theme's global head.
• The plugin is active.
• The tag was saved in the Header box, not the body or footer only.
• Caching plugins were cleared after saving.

Webflow

Confirm:

• The tag is in Project Settings, then Custom Code, then Head Code.
• You clicked Save Changes.
• You published the site after saving.
• You are testing the custom domain, not only the designer preview.

Shopify

Confirm:

• The tag is in the live theme, usually theme.liquid.
• It is above the closing head tag.
• It is not only installed in checkout, a draft theme, or an app page.

Wix

Confirm:

• The custom code is set to All pages.
• Placement is Head.
• The custom code is enabled.
• The site is on a plan that supports custom code.

Squarespace

Confirm:

• The tag is in Settings, Advanced, Code Injection, Header.
• The site plan supports code injection.
• You saved the settings.

Check for a malformed tag

The tag must be pasted exactly. Common copy/paste problems:

• Smart quotes instead of straight quotes.
• Missing quote marks.
• A changed script URL.
• A changed data-po-tag.
• The tag split across multiple script blocks.
• Extra characters before or after the tag.
• A builder wrapping it inside another script incorrectly.

Fix this by copying the tag again from Pipeline On and replacing the old copy.

Check for cache or CDN delay

Some sites keep an older version of the page live after you save.

Try:

1. Clear the website cache.
2. Clear any CDN cache.
3. Open the page in an incognito or private window.
4. Add a cache-busting query string, such as ?pipelineon-test=1.
5. Check Network again for pp-n.com.

Check for cookie banner or consent blocking

If your site blocks non-essential scripts until consent, Pipeline On may not load until the visitor accepts the relevant category.

That can be correct if your privacy setup requires it. It also means recovered lead volume may be lower than total website traffic.

Test both states:

1. Visit the page before accepting cookies.
2. Check whether the tag loads.
3. Accept the relevant consent category.
4. Refresh or visit another page.
5. Check whether the tag loads after consent.

If your banner should allow Pipeline On to run, update the consent manager settings with your web or legal team.

Check browser privacy controls

Some test browsers block tracking scripts, third-party requests, or cookies by default.

Test with:

• A normal browser window.
• A private or incognito window.
• Another browser.
• Browser extensions disabled.
• A mobile device on cellular data.

Do not use one personal test visit as proof that matching is broken. Test visits often have privacy tools, cached sessions, or insufficient match data.

Check Content Security Policy

If your site uses a strict Content Security Policy, the browser console may show errors that say a script or connection was refused.

Ask your developer to allow the Pipeline On script host shown in your install tag.

Check domain mismatch

The tag should run on the same live domain connected to your Pipeline On site.

Common mismatches:

• Installed on example.com, but visitors land on www.example.com.
• Installed on staging, but not production.
• Installed on a landing-page subdomain, but not the main site.
• Installed on a secondary domain that is not connected to the Pipeline On account.

Free audits are limited to one domain per account, and the same domain cannot be reused across different free-audit accounts.

Check duplicate installs

Only install one Pipeline On tag for the site.

Look in:

• Website builder custom code.
• Google Tag Manager.
• Theme files.
• Header/footer plugins.
• Old agency snippets.

If the tag appears twice, remove the duplicate and keep one clean sitewide install.

Check single-page apps

Sites built with React, Next.js, Vue, Angular, or similar frameworks can move between pages without a full reload.

The tag should be installed in the sitewide layout or head so it runs across the app. If activity only appears for the first page, ask your developer to confirm route changes are being tracked by the installed script.

Check account status

Tracking and matching can stop when:

• A free audit has expired.
• The free audit reached 100 recovered IDs.
• Matching access has been disabled.
• The site was turned off.
• The subscription or payment setup is not active.
• The domain is blocked by account limits or abuse rules.

If you believe the account should be active, contact support with the domain and site name.

What to send support

Send:

• Website domain.
• Exact page URL tested.
• Platform or builder.
• Whether the tag appears in Network.
• Any console error messages.
• Whether a cookie banner or consent manager is active.
• Whether the tag is installed through Google Tag Manager, a plugin, theme code, or custom code.