Why are my personalizations not showing? | RightMessage

Why are my personalizations not showing?

After adding and publishing personalizations in RightMessage, you may encounter one of the below issues that prevents you from viewing the RightMessage personalizations on your website(s).

To help you troubleshoot any potential problems with your RightMessage personalizations, we've included common issues and recommendations below.

In this article:

  • Using private/incognito mode to view the website as a non-admin of your website.

  • Ensuring your browser, website and server caching is cleared.

  • Check that you have correctly installed the RightMessage tracking snippet

  • Check that your visitors meet the conditions added to your segment(s).

Using private/incognito mode to view the website as a non-admin.

For any campaign where you have assigned one or more goals, RightMessage will prevent a certain % of the traffic from seeing the personalizations in the campaign - this is called ‘holdback’

Holdback is applied to a goal-tracked campaign in order to provide you with a comparison for how well the website is converting when it is personalized, in contrast to the unpersonalized version.

If a campaign does not have any goals associated with it, RightMessage will not ‘holdback’ any traffic and all visitors to your site will see the personalizations based on the segment they fall in to.

To see the personalization, without any holdback applied, view the website in a private or incognito window.

How to open a ‘Private’ or ‘Incognito’ window.

To view your website in ‘Incognito’ or ‘Private Mode, at the top of your browser, click ‘File’ and select to open in “New Private” or “New Incognito” window. This will load your website where your admin login will not be recognized.

Private or Incognito mode will also load your website with any browser add-ons disabled.


You and also right click on any links, such as your website site name, link or menu item and select ‘Open link in Private’ or ‘Open link in Incognito’ window.

Ensuring your browser, website and server caching is cleared.

When you published your campaign, and visit your website to test the personalizations, your browser may save a version of your website in order to render the website faster, rather than attempt to compile the site again from scratch. This is done to reduce the time it takes for the website to load.

When you make an update to your campaign, the browser may continue to serve the previous (or cached) version of your site and you won’t see the changes you have just saved.

If this happens, you can manually clear the caching in your browser, and any caching that may be present on your website or web hosting service.

To learn how to clear your cache, there is a fantastic guide that covers the different browsers here

Clearing your cache In WordPress

If you are a WordPress user and are using a caching service or plugin with your website, you will need to log into the service, or navigate to the plugin settings and clear the cache.

WPBeginner has a great article on clearing different types of WordPress based caching here

Disable Rocket Loader

If you are using Cloudflare's Rocket Loader feature, and your personalizations are not showing,  switch off Rocket Loader altogether, and see if RightMessage is able to show the personalizations. That way you'll know if Rocket Loader is causing the issue.

Check that you have correctly installed the RightMessage tracking snippet

In order to personalize your site with RightMessage, you must install a ‘tracking snippet’ into the header area of your website.

Personal Panda says:


If you have chosen to add the tracking snippet later, you will still be able to create segments, campaigns and use the campaign editing area, however the additions and changes you make will not be applied to your website until the tracking script is installed.


Is the RightMessage tracking snippet correctly installed on my site?

If the RightMessage tracking script is not correctly installed on your site,  you will see one of the below error screens in RightMessage:

An exclamation mark appears in the RightMessage Admin Bar beside the website account name.


A ‘Snippet Not Detected’ message will display in the tracking script pop up box


A message to advise the RightMessage snippet is not detected will appear in the Campaign editing area.

I’ve installed the tracking script, but RightMessage doesn’t detect it

If you have confirmed the tracking script has been added to the header area of your site correctly, but RightMessage is still unable to verify your site, we recommend the following:

  • Make sure you are using a HTTPS URL in your RightMessage account

  • After you have added the tracking script, clear any caching plugins or services connected to your website and verify the tracking script for your site again.

Check that your visitors meet the conditions added to your segment(s)

Another reason why a personalization may not be shown to your website visitor is because the visitor does not meet the conditions(s) you have associated with a segment in your campaign.

We have provided a couple of common scenarios below where the conditions in a segment needs to be examined.

How to test and view personalizations as a subscriber.

To test and view personalizations as a subscriber outside of the RightMessage application, we have a useful guide on how to locate the user ID of your subscribers and how to view your website as them in a private or incognito window.

Click here to view the guide

Using custom queries in multiple segments.

If query parameters in conditions have the chance to compete with each other in the same segment group, it’s usually a good idea to avoid using ‘on any occurrence’ in the segment conditions, and opt to use 'most recent occurrence' instead.


Check how you are using ‘+and’  or ‘+or another set of conditions’ in your segments

Conditions are the components added to segments in RightMessage to help qualify the type of visitor viewing the website being personalized.

Segments can have multiple conditions applied.

Using the ‘+ and’ button to add a new condition to your segment will require the visitor, subscriber, member or customer to meet ALL conditions in order for personalizations to be shown. If you want your visitor, subscriber, member or customer to meet just one of the conditions, use the ‘+ or (another set of conditions)’ button.

In the below screenshot, the visitor coming to the website needs to have a query parameter of ‘ref=aff3’ present in the URL, AND they also need to be a subscriber on a Drip email list.

In the below screenshot, the visitor coming to the website can either have a query parameter of ‘ref=aff3’ present in the URL, OR they can be a subscriber on a Drip email list.