Adding To Your Website

Common set up issues

Don't worry – most setup issues are easy to fix! This guide will walk you through everything step-by-step. Even if you're not technical, you'll be able to follow along.

First Things First: Quick Health Check

Before we dive in, let's run through a simple checklist to see what might be wrong:

  1. Turn on Debug Mode: Just add ?debug=true to the end of any page URL (like yoursite.com/about?debug=true ) If nothing shows up, this means we haven't been able to load your custom snippet.

  2. Make sure your script is added to your website: Right-click on your page, select "View Page Source," and search (Ctrl+F) for "rightmessage". If you're unsure of whether the script is on your website, check out our "Adding To Your Website" section for more info.

  3. Ensure your snippet is published: When you first get set up with a new RightMessage project, we publish an empty snippet. Some customers have had issues with this in the past, so if you've definitely added the script to your website and you're not seeing that we're picking up on visitors in your RightMessage account, then click "Publish to website" to ensure your custom snippet goes live.

  4. Try Incognito Mode: RightMessage can sometimes be a bit too... smart. If you've already answered a question, the default behavior is to not ask it again. This can stop widgets from showing because there's nothing to do (all questions are answered), which can be confusing. Or maybe you're only targeting anonymous visitors with a widget, and your browser is tied to an email record. Load your website in Incognito mode and see if things work as expected.

  5. Check your dashboard: Go to Dashboard → Settings → JavaScript Snippet to see if we're receiving data

Problem 1: "We Haven't Received Any Data From Your Website"

This is the most common issue, and it's usually an easy fix!

What You'll See

  • A message saying "We haven't yet received any data from your website"

  • The Snippet Health indicator shows no recent activity

  • Your personalizations and widgets aren't showing up

Snippet Not Detected

Let's Fix It Together

Issue #1: The Script Isn't Installed Correctly

How to check: Right-click on your webpage and select "View Page Source." Search for "rightmessage".

Common mistakes we see:

  • The script is in the wrong place (it needs to be in the <head> section, not the <body> )

  • Someone modified the script URL or didn't copy it completely

  • There are multiple RightMessage scripts installed (this confuses things!)

  • The script got wrapped in something that prevents it from loading

  • You're using a plugin that compresses or minifies loaded JavaScript files, like WP Rocket

The fix:

  • Make sure the script is placed right before the closing </head> tag

  • Copy the script exactly as it appears in your dashboard – don't modify it

  • If you see duplicate scripts, remove the extras

  • If you're using a tool that caches and minifies 3rd party JavaScript, add "rightmessage" to your list of exclusions

Optimization Plugins Minifying or Caching Your Script (WP Rocket & Others)

Cache and minification plugins like WP Rocket, W3 Total Cache, and similar tools can interfere with RightMessage by compressing, minifying, or incorrectly caching the script. This often results in missing data, widgets not appearing, or JavaScript errors.

If RightMessage was working before but suddenly stopped, or if you recently installed a caching/optimization plugin, this is likely the culprit.

How to tell if this is your problem:

  1. Check your installed plugins. Do you use WP Rocket, W3 Total Cache, WP Super Cache, Autoptimize, or similar?

  2. Turn on Debug Mode by adding ?debug=true to your page URL

  3. Open Developer Tools (F12) and check the Console tab for errors like "Cannot read property..." or "undefined is not a function"

  4. If you see errors, your optimization plugin is likely interfering

How to fix it for WP Rocket:

  1. Log into your WordPress dashboard

  2. Go to Settings → WP Rocket

  3. Click the File Optimization tab

  4. Scroll to the Minify JavaScript Files section

  5. Find the Exclude JavaScript Files field

  6. Add one of the following exclusions (each on a new line):

    • rightmessage (simplest – excludes anything with "rightmessage" in the URL)

    • Or paste your full script URL from your RightMessage dashboard (not recommended)

  7. Click Save Changes

  8. Click the Caching tab in WP Rocket and look for a Purge All or Clear Cache button – click it

  9. Test your site in incognito mode (Ctrl+Shift+N)

For other optimization plugins:

Most plugins follow a similar pattern. Look for:

  • W3 Total Cache: Performance → Minify → Excluded Javascript Files → Add "rightmessage"

  • Autoptimize: Settings → JavaScript Options → Exclude scripts from Autoptimize → Add "rightmessage"

  • WP Super Cache: Settings → Advanced → Rejected User-Agents/URLs → Add your RightMessage script URL

Need to find your exact script URL?

  1. Log into your RightMessage account

  2. Go to Dashboard → Settings → JavaScript Snippet

  3. You'll see your script starting with <script> and containing a URL like https://t.rightmessage.com/...

  4. Copy that domain or a keyword from it (like "rightmessage") into your optimization plugin's exclusion field

After excluding RightMessage and clearing your cache, you should see data coming through within 1-2 minutes. If it's still not working, try clearing your browser cache (Ctrl+Shift+R on Windows, Cmd+Shift+R on Mac).

Issue #2: Your Website Doesn't Have SSL (HTTPS)

Modern browsers won't let non-secure (HTTP) sites send data to secure services like RightMessage.

Quick check: Look at your browser's address bar. Does your URL start with https:// or just http:// ?

How to fix:

  • Ask your web host about enabling an SSL certificate (many offer this for free)

  • Services like Cloudflare offer free SSL certificates

Issue #3: Security Settings Are Blocking Us

Some websites have strict security settings that can block external scripts.

You might see this error in the console: "Refused to load script... Content Security Policy"

The fix (you'll need to share this with your developer):

Content-Security-Policy: 
  script-src 'self' 'unsafe-inline' 'unsafe-eval' https://snippet.rightmessage.com https://*.rightmessage.com;
  connect-src 'self' https://api.rightmessage.com https://ingestion.rightmessage.com;
  style-src 'self' 'unsafe-inline';

Issue #4: Ad Blockers Are Interfering

Ad blockers and privacy extensions can sometimes block RightMessage.

Common culprits:

  • uBlock Origin

  • AdBlock Plus

  • Privacy Badger

  • Brave Browser's shields

  • Firefox's Enhanced Tracking Protection

What you can do:

  1. Whitelist your domain in the ad blocker

  2. Test in a different browser or incognito mode

  3. Let your visitors know they might need to whitelist your site for the best experience

Issue #5: Caching Is Showing an Old Version

Think of caching like your browser's memory – sometimes it needs to be refreshed.

Types of caching that might affect you:

  • Your browser's cache

  • CDN cache (like Cloudflare)

  • WordPress caching plugins (WP Rocket, W3 Total Cache, etc.)

  • Server-level caching

How to clear everything:

  1. Browser: Press Ctrl+Shift+R (Cmd+Shift+R on Mac) for a hard refresh

  2. CDN: Look for a "Purge Cache" button in your CDN dashboard

  3. WordPress: Find the "Clear Cache" option in your caching plugin

  4. Ask your host about clearing server cache

Issue #6: Other JavaScript Errors Are Causing Problems

If there are errors in other scripts on your page, they might prevent RightMessage from loading.

How to check: Open the browser console (F12) and look for red error messages

The fix: You'll need to fix these errors or ask your developer to help. Sometimes just changing the order scripts load can help.

Problem 3: Personalizations Aren't Working The Elements Can't Be Found This usually happens when:

Your page content loads dynamically (common with modern websites)

The element selectors aren't quite right

You're using React, Vue, or Angular

Content Flickers Before Personalizing If you see the original content briefly before it changes, add the CSS class rm-cloak to any elements that you're attempting to personalize.

Problem 2: Widgets Aren't Showing Up

Quick Troubleshooting Steps

  1. Check the basics:

    • Is your widget published and active?

    • Do the display rules match the current page?

    • Have you dismissed it before (by default, a dismissed widget won't reappear for 24 hours)?

  2. Force a widget to show (for testing):

// Paste this in your browser console
window.RM.push(['trigger', 'WIDGET_ID']);

  1. Clear any dismissal history:

// This resets dismissed widgets
localStorage.removeItem('rm_dismissed_widgets');
localStorage.removeItem('rm_dismissed_widgets_persistent');

Widget Appears Behind Other Elements

If your widget is hiding behind other page elements:

/* Add this CSS to your site */
.rm-widget {
  z-index: 2147483647 !important;
}

Problem 3: Integration Issues

Email Service Provider (ESP) Connection Problems

Common issues and what they mean:

  • "API rate limit exceeded" – Too many requests too quickly (usually temporary)

  • "Invalid credentials" – Double-check your API key or password

  • "Subscriber not found" – The visitor isn't in your email list yet

  • "Field mapping error" – The fields don't match between systems

If visitor identification isn't working properly:

// Clear old RightMessage data (paste in console)
Object.keys(localStorage)
  .filter(k => k.startsWith('rm') || k.startsWith('rmpanda'))
  .forEach(k => localStorage.removeItem(k));

Advanced Debugging (For the Brave!)

Network Detective Work

  1. Open Developer Tools (F12) → Network tab

  2. Type "rightmessage" in the filter box

  3. Look for:

    • Green status codes (200 = good!)

    • Correct URLs

    • Fast response times (under 200ms is great)

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