Tracking pixel and visits troubleshooting
Use this checklist when visits don't show up in ContactLevel. Start with the first section, since it applies to both Audience Visits and Reveal.
No visits at all
Check the whitelist. Go to Tracking Pixel → Whitelisted domains and confirm your domain is listed with the status Whitelisted. The pixel doesn't record visits on domains that aren't whitelisted.
Confirm the pixel is in the
<head>of every page, not just the homepage.If you use Google Tag Manager, check that the tag is a Custom HTML tag with the trigger All Pages, and that the container is published. Preview mode helps here.
Make sure the snippet wasn't changed when you pasted it. Copy it again from the Tracking Pixel page if in doubt.
Test in a private window with ad blockers turned off. Some blockers stop tracking scripts.
In your browser's network tab, look for requests to
px.personsync.com. PersonSync is ContactLevel's own pixel, so these requests mean the pixel is loading.
Audience Visits: visits without names
Audience Visits only identifies people who are in one of your audiences and who arrive through an ad with the audience's cl_audience parameter.
Check that every ad targeting the audience has the parameter on its landing page URL.
Verify the format:
cl_audience=YOUR_AUDIENCE_ID, with the ID copied from that audience.Look for a duplicate
?in the URL. Extra parameters join with&.Check where each platform expects the parameter: LinkedIn at campaign level (URL tracking parameters), Meta at ad level (URL parameters), Google in the tracking template with
{lpurl}, Reddit directly in the destination URL.Visits marked No match were recorded, but the person couldn't be identified. That's expected for some visits.
The parameter gets stripped
Check your CMS settings for how it handles URL parameters.
Check for redirects or JavaScript and single-page-app URL rewrites that drop the query string.
Test with a simple HTML page to isolate the issue.
Reveal: no visitors listed
Confirm you have a Reveal plan and Reveal credits in the top bar credit pill.
Reveal identifies US visitors only. Visitors from the EU or other non-US countries are not identified at all.
Reveal returns people, not companies. A visitor who can't be matched to a person won't appear.
Check the pixel and whitelist steps above. Reveal starts listing visitors as soon as the pixel fires on a whitelisted domain.
The Audience Visits page is slow
For large accounts, Visits → Audience Visits can take a while to load. Give it time before refreshing. If it never loads, message us through the chat in the bottom right corner.