Troubleshooting: Product Tours
Tour not showing
Follow the same checklist as Survey not appearing, then additionally check:
- Step targets valid? — Go to each step's Target section and verify the CSS selector still exists
- URL correct? — Verify the step URL matches the current page (especially for dynamic URLs)
- Run debug:
told('debug')in the browser console
Steps mispositioned or missing
| Cause | Solution |
|---|---|
| CSS class changed | Re-select the element using Edit pins |
| Dynamic classes | Use a stable told-XXXXXXX identifier instead |
| Element hidden/moved | Check if the element is visible in the DOM |
| Responsive layout | Test on the same viewport size as when the step was created |
Auto-navigation not working
- Verify "Go automatically to the next pin" is enabled for the step
- Check that the next step's URL is accessible (no auth redirect)
- Verify the target element exists on the destination page
Tour restarts from the beginning
- Enable "Save product tour progress" in the trigger settings to resume from where the user left off
Tour keeps appearing after completion
- Enable "Stop showing if user closes the tour" in display options
- Or disable "Save Product Tour Progress" — the tour won't show again after the first step