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Troubleshooting

If something isn't working as expected, start with this general diagnostic checklist, then refer to the specific troubleshooting guide for your issue.

General diagnostic checklist​

  1. Is the SDK installed? → Check the Verify Installation button in your source settings
  2. Is the survey activated? → Check the Publish tab — the survey must be toggled to Active
  3. Are triggers configured? → Verify that trigger conditions match your current context (URL, event, audience)
  4. Run debug mode → Execute told('debug') in the browser console (web) or Told.debugWidget() (mobile)
  5. Check display rules → "Display only once" may have already fired for your user
  6. Check your browser console → Look for JavaScript errors or CSP violations

Troubleshooting by topic​

  • SDK Web — Script not loading, CSP, ad blockers, iframe issues
  • SDK Mobile — Init failures, permissions, crashes
  • Surveys — Surveys not appearing, triggers not firing, missing responses
  • Product Tours — Tours not showing, broken selectors, positioning issues
  • Webhooks — Webhooks not received, incorrect payloads
  • Common Errors — Error code reference

Still stuck?​