What this is
This guide walks through how to troubleshoot a common scenario: you've installed the Website Tracking Script, but your Account Website Tracker or Contact Website Tracker isn't showing any activity.
When to use this
Use this guide when:
- You've installed the Website Tracking Script and given it time to collect data, but the Website Tracker table is still empty
- You want to confirm the tracking script is actually running on your website before reaching out to support
- Tracking works in one workspace but not another, and you're not sure why
Step 1: Confirm the tracking scripts are firing
(These steps use Chrome DevTools. Other browsers offer similar developer tools, though the exact menu names and steps may differ.)
Open your website in Chrome. Right-click anywhere on the page and select Inspect. In the developer tools panel, go to the Network tab, then refresh the page. In the filter field at the top of the Network tab, search for "propensity."
You should see three network requests:
- A request to propensity_analytics.js, the base tracking script that starts the tracking process
- A request starting with analytics?customer_code, the account-level identification script
- A request starting with cs?pid, the contact-level de-anonymization script
What you see here tells you what to check next:
- All three requests appear: The scripts are firing correctly. Continue to Step 3.
- The cs?pid request is missing: You likely installed the account-only version of the tracking script. See How to Set Up the Website Tracker to install the combined account and contact tracking snippet instead.
- Only propensity_analytics.js appears: Something on your website is likely blocking the other scripts from running. Continue to Step 2.
Step 2: Check for console errors
If any of the requests from Step 1 returned a non-200 status, go to the Console tab in your browser's developer tools.
A common cause is that your website's security settings only allow scripts from explicitly allowlisted domains. If this is the case, you'll typically see a console error referencing this. To resolve it, allowlist propensity.com in your website's script security settings, then repeat Step 1 to confirm the scripts now load successfully.
Step 3: Confirm the customer code matches your workspace
In the Step 1 request that begins with analytics?customer_code, note the customer code value shown.
In Propensity, go to Overview → Contact Website Tracker (or Account Website Tracker), then click Website Tracking Script, and compare it to the customer code in your own script.
If the codes don't match, the script installed on your website isn't linked to the workspace you're checking. This is most common if you have multiple workspaces, each with its own tracking script, and the wrong script was installed on the site. .
If the issue persists
If you've confirmed the scripts are firing, there are no related console errors, and the customer code matches your workspace, but you're still not seeing activity, contact Propensity support for further investigation.
Important notes
- Contact-level tracking may be affected by a visitor's cookie consent settings. If your website uses a cookie consent tool, work with your development team to confirm Propensity's tracking script is allowed to run for visitors who accept tracking cookies
- For more on how contact matching works, including factors that affect match rates, see Contact Website Tracker FAQs