Troubleshooting Web Personalization

Web Personalization is available on the following plans:

  • Professional
  • Enterprise

In this article, you'll learn how to troubleshoot errors for Web Personalization.

Page connection could not be established error

If this error appears, here are some things you can check:

The URL is incorrect

If the URL is incorrect:

  1. Click the "Edit URL" button on the banner and replace it with the correct URL.
  2. Click "Save."
  3. Click "Test connection" on the banner.

If the URL is correct:

Ensure the URL is whitelisted. You can do this by clicking "Settings" then "Tracking." This will take you to the Tracking page in your ActiveCampaign account. From here, you can view a list of all whitelisted URLs and make sure that the "Web Personalization" box is checked for the URL you want to use.

If the domain is whitelisted on the Tracking page, it could be an issue with the code snippet.

Code snippet is not embedded

Check to see if the Site Tracking code snippet is embedded in the <head> of your web page.

If it's not embedded:

  1. Click the "View code" button on the banner.
  2. Copy the snippet.
  3. Paste the snippet into the <head> of your web page.

The embedded code is old

The tracking code for Web Personalization is the exact same code used for Site Tracking and Conversations. If this code was embedded on your site after March 2019, or if you have used Conversations, then the code is up-to-date.

If the code was embedded before March 2019, then it is outdated. This banner will display if outdated site tracking code was used. To fix this:

  1. Click the "View code" button on the banner.
  2. Copy the snippet that appears.
  3. Paste the snippet into the <head> of your web page.

Site tracking or web personalization is not selected on the tracking page

Both the Site Tracking and Web Personalization boxes need to be selected on the Tracking page in your ActiveCampaign account.

  1. Click "Settings" (gear icon) in the left menu.
  2. Click the "Tracking" option.
  3. Click the Site Tracking and Web Personalization checkboxes.

If none of the above solutions resolve the issue, your server may be preventing the page from being rendered in an iframe. Another indicator that the issue could be related to header security settings is the website does not load and a “broken” icon is displayed, as seen below.

Your server is preventing the page from being rendered in an iFrame

This can be caused by [X-Frame Options] being set to [SameOrigin].

If you're using a Shopify site, please proceed to the third option below.

To resolve, you can:

  • Contact your hosting or domain provider to see if they can whitelist our domain or toggle the X-Frame options on or off
  • [Advanced]  If you have access to the .htaccess file (found in your cpanel), you can update this file to allow another domain to render your page in an iFrame. Add this line to your .htaccess file:
    Header add Content-Security-Policy "frame-ancestors 'self' ';"
  • If you do not want to work with your hosting provider or do not have access to your cpanel, we recommend that you use the requestly extension to get around the X-Fame issues
Configuring the extension

1. Click "Rules" in the left navigation.

2. Click the "New Rule" button in the header.

3. Click the "Modify headers" section.

4. Set the following configurations:

5. Make sure the status is "On." Click the "Save" button.

Error saving changes banner

If this happens,  try to save the experience again. You can also refresh the pages and make the changes again.

Note that if you made previous changes to other elements and the save was successful, those changes will not be lost when you refresh the page.

Image source URL error

This will appear if you're attempting to use an unsupported file type. Please make sure that the file for your image is either a JPG, JPEG, PNG, SVG, GIF, or WEBP.

In addition:

  • The image must be hosted with an image hosting provider such as
  • The URL placed in the Image Source URL field must end in the supported file format
Have more questions? Submit a request