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Product Tours FAQ

How can I prevent the product tour from being shown again?​

Two options:

  1. Save Product Tour Progress disabled — The tour won't be shown again once the user moves past the first step
  2. Stop Showing if User Closes the Tour enabled — The user clicks the X button, and the tour stops appearing permanently

See Display options for details.

Why is my product tour not showing in preview?​

Follow this checklist:

  1. Verify SDK installation — Go to Settings → Installation for your source and click Verify Installation
  2. Check the console — Open your browser's developer console and run: 
    told('debug')
    This will display diagnostic information about your source and active tours.
  3. Verify step targets — For each step, check that:
    • The CSS ID or class still exists in your current HTML
    • You're using a stable selector (preferably told-XXXXXXX)
    • The URL is correct, especially for dynamic URLs
  4. Check triggers — Make sure the trigger conditions are met (correct page, time period, audience)

What image ratio should I use?​

Use a 4:3 aspect ratio for the best visual result and layout consistency.

Supported formats: PNG, JPEG, SVG, and GIF.

Can I use product tours on mobile apps?​

Product tours currently work on web (desktop and mobile browsers). For native mobile apps (iOS/Android), the SDK supports surveys but product tours are not yet available.

My steps are mispositioned after a UI change​

If your website's HTML structure changes (new classes, reorganized DOM), product tour steps can become misaligned or disappear. To fix this:

  1. Open the product tour and click Edit pins
  2. Re-select the target elements that have changed
  3. Save the tour
  4. Tip: Use told-XXXXXXX identifiers on your HTML elements for stable targeting that survives layout changes

Can multiple product tours run at the same time?​

Only one product tour is displayed at a time. If a user matches multiple tour triggers, the most recently created tour takes priority.

How do I test a product tour without showing it to real users?​

Use Preview mode — it displays the tour without collecting data and doesn't require the tour to be activated.