Are you experiencing any of the following issues:
- You published your campaign but do not see the personalized experience you expect.
- You are unsure if you are qualifying for an audience.
- You want to know if you are in the holdback of a campaign.
If you want to test unpublished changes in your campaign, see Preview mode and publishing in Optimizely Web Experimentation.
Check that the snippet is configured
Check that the Optimizely Web Experimentation snippet is installed and configured to include Optimizely Personalization. See How the Optimizely Web Experimentation snippet works: Order of activation.
- Load your page in a browser and open the developer console.
- Type optimizely. If it returns an object, Optimizely Personalization is enabled. If it returns an error, such as
optimizely is not defined, the snippet is not implemented correctly. See Implement the one-line snippet for Optimizely Web Experimentation. - Check that the snippet is installed synchronously at the top of the page. Ensure the snippet is at the top of your <head> tag. See Implement the one-line snippet for Optimizely Web Experimentation.
- Make sure Optimizely Personalization is included in the snippet. Go to Settings > Implementation and toggle the drop-down list to Enabled.
Check that the snippet is up to date
See Check that the snippet is implemented.
Check the console log
If you run into issues during your QA process that you cannot easily diagnose, the Optimizely Web Experimentation log is a valuable resource.
You can also read about campaign activation in the developer documentation to learn how to search the console log and see if you are in the campaign.
- If you are in the campaign but are not seeing the experience you expect, check if you are in the holdback.
- If you are not in the campaign, check your URL targeting.
Check the holdback
In the console log, use the following methods:
window.optimizely.get('state').getCampaignStateLists()['<campaignId>'][0].isInCampaignHoldback
- If the value returned is
true, you are in the holdback. Not receiving a personalized experience is expected behavior. Try visiting the page again with an incognito browser. - If the value returned is
false, you are not in the holdback. Check that you qualify for the audience you expect.
Check audience prioritization
Check your audience prioritization. If your campaign has multiple experiences, your prioritization determines which experience a visitor sees if they qualify for two or more audiences.
In the console log, enter:
window.optimizely.get('data').campaigns['<campaignId>'].experiments
Expand to see audiences prioritized from first to last.
- If audiences are prioritized incorrectly and the snippet is up to date, return to your campaign to check your audience.
- If the set up looks right but you are still not seeing the experience you expect, file a support ticket.
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