# Troubleshooting

Start with the install check. It shows what twelvebit has received for the site:

~~~sh
curl -sS https://twelvebit.app/api/v1/install-check -H "Authorization: Bearer $TWELVEBIT_API_KEY"
~~~

Then add `data-debug="true"` to the script tag and open the browser console. When the script decides not to track, it logs the reason, for example `[twelvebit] not tracking: localhost`.

## Nothing arrives

| Cause | What you see | Fix |
|---|---|---|
| You test on `localhost`, `127.*`, `*.local` or `*.test` | Console (with `data-debug`): `not tracking: localhost` | Add `data-allow-localhost="true"` while you test. Remove it before production. |
| This browser is excluded | `not tracking: ignored by this browser` | Run `localStorage.removeItem("twelvebit_ignore")` in the console. |
| Automated browser | `not tracking: automation` | Playwright, Puppeteer, Selenium and Cypress set `navigator.webdriver`. Test in a normal browser. |
| The page is opened as a file | `not tracking: file` | Serve the page over HTTP. |
| An ad blocker blocks the script or the request | The request to `/js/script.js` or `/api/e` fails in the Network tab | Serve the script from your domain. See [Proxy](/docs/proxy). |
| The page host is not the site's domain | `POST /api/e` answers 403 `domain not allowed` | Use the root domain in the dashboard and in `data-domain`, or add the other domain in the site settings (extra domains). Subdomains of the site domain are always allowed. |
| Wrong site id | `POST /api/e` answers 404 `unknown site` | Copy the id from the site's setup page. It starts with `tb_`. |
| Content Security Policy | A CSP error in the console | Add `https://twelvebit.app` to `script-src` and `connect-src`, or proxy the script. |
| The visit is excluded | `POST /api/e` answers 202 but no visit shows | Check the site's exclusions: IP addresses, paths, hostnames and countries. |
| The request looks like a bot | `POST /api/e` answers 202, nothing shows | Server-side bot filtering drops known bot user agents. Use a normal browser. |

## Events arrive, but not the ones I expect

- Goal names are changed to lower case and cut to 64 characters. `Signup` arrives as `signup`.
- `data-tb-goal` sends on click. Check that no other handler stops the event before the document sees it (the script listens in the capture phase, so most handlers do not block it).
- Calls made before the script has loaded are lost unless you add the [queue stub](/docs/script#queue-calls-before-the-script-loads).
- Compare your code with the plan: `npx -y https://twelvebit.app/cli/twelvebit-cli.tgz check`.

## Revenue does not show a source

- The checkout must carry `twelvebit_visitor_id` and `twelvebit_session_id` in its metadata. Read the `_tb_vid` and `_tb_sid` cookies on the server when you create the checkout. See [Revenue](/docs/revenue).
- In cookieless mode there are no cookies. Use `identify` with the customer's email before the checkout, so twelvebit can match the payment by email.
- The provider must be connected in the site's revenue settings, or you must send payments with `POST /api/v1/payments`.

## Every visitor shows the same city

Your proxy sends the requests from its own address. See [Proxy](/docs/proxy#visitor-location-behind-a-proxy).

## Still stuck

Send the output of the install check and the console lines with `data-debug="true"` to support.

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Source: https://twelvebit.app/docs/troubleshooting · All docs: https://twelvebit.app/llms.txt