> ## Documentation Index
> Fetch the complete documentation index at: https://docs.usertick.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Find out why a website survey doesn't appear, with checks in the order that finds the cause fastest.

When a website survey doesn't appear, open the page where it should show, open the browser console (F12 in most browsers) and go through these checks in order.

**1. Check that the code loaded**

```js theme={null}
typeof Usertick   // "object" when the code loaded
```

If the console prints `undefined`, the tag didn't load on this page. Check that the tag is in the page's `<head>` and that its `src` is exactly `https://cdn.usertick.com/s/<site ID>.js`, as copied from **Settings → Sites**.

**2. Check that the site is connected**

In **Settings → Sites**, the site's status must be **Connected**. A website survey can't be published while its site shows **Waiting for the code**. To connect it, open the site's tab and select **Check now**, which reads **Check again** after an earlier check. See [Check the install](https://docs.usertick.com/installation/website.md#check-the-install). A site that shows "Paused because of the plan limit." serves no surveys until it is made live again or the plan is upgraded. See [Paused sites](https://docs.usertick.com/account/sites.md#paused-sites).

**3. Check the domain**

The widget runs only on the site's domain and its subdomains, so `localhost` and other domains don't show the site's surveys. A staging site on a subdomain, such as `staging.example.com`, runs the main site's code. A staging site on another domain needs its own site in **Settings → Sites**, within the plan's site limit.

**4. Check that the survey is live**

Only surveys with the status **Live** reach the widget. **Draft**, **Paused** and **Archived** surveys never show, including surveys that a move to a lower plan paused. Changes to a live survey reach visitors only after **Publish changes**. A visitor who already had the page open can see the previous version for up to 5 minutes after a publish. When the organization reaches its monthly response limit, the widget shows no survey until collection starts again, and **Settings → Billing** says so. See [how response limits behave](https://docs.usertick.com/account/billing.md#how-response-limits-behave).

**5. Check the display rules**

A survey appears only on pages that match its page rules, and an excluded page wins over every included one. The **Display rules** tab of the editor's **Targeting** step also holds the devices, countries, visitor type, minimum visits, sign-in state and traits, earlier surveys, traffic share, referrer, campaign parameters, schedule and response limit. When **Traffic share** is on, the survey shows to only the set share of visitors, and a visitor left out stays left out. Sign-in state and trait rules need your code to call `Usertick.identify()`. See [Targeting](https://docs.usertick.com/surveys/targeting.md).

**6. Check the trigger**

A delay counts only while the tab is in front, so a 5-second delay never fires in a background tab. A scroll trigger needs the page to be scrolled past its percentage. Exit intent fires when the cursor moves toward the browser bar on a desktop, or after a fast scroll back to the top on a phone. A custom event with property rules opens the survey only when the event's properties pass them. To skip the trigger while testing, run:

```js theme={null}
Usertick.show();
```

`show()` still respects the display rules and the repeat behavior, so it opens nothing when no survey is eligible on the page, and the console says so.

**7. Check the repeat behavior**

If the survey already showed in this browser, its repeat behavior (**Until answered**, **Once**, **Every N days** or **Every visit**) can hold it back. Only one popup shows at a time, so a second popup waits until the first one closes. To forget what this browser has seen, run:

```js theme={null}
Usertick.reset();
location.reload();
```

A browser that blocks cookies and site data can't remember what it showed. In such a browser, a survey with any repeat behavior other than **Every visit** stays hidden while **Hide when the browser blocks storage** is on, which is the default.

**8. Check the device**

When **Show on devices** leaves out mobile, the survey doesn't show on screens narrower than 768 pixels. On screens up to 480 pixels wide, a popup shows as a full-width sheet at the bottom of the screen.

## Contact support

If the survey still doesn't appear, select **Help** in the dashboard and create a ticket, or email [support@usertick.com](mailto:support@usertick.com). Include the site's domain and the survey's name.


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.