Pixel Troubleshooting: Pixel Not Firing

If you are experiencing issues with your Pixel, first, we recommend confirming that you followed the Pixel activation instructions in this Pixel Activation Guide. If after adding the Pixel to your website, it is not working, here are some tips to help you troubleshoot:

  • Give it time. It can take up to a few hours for your RollWorks Pixel to activate.
  • Use PixelPal. Learn how to use PixelPal to verify if your Pixel is firing on your website and diagnose potential issues.
  • Make sure your Pixel is placed in the global header. This ensures that the script loads correctly and has minimal effect on rendering your page content.
  • Check your code formatting. Altering your RollWorks Pixel, including changing formatting affects the script’s ability to fire. Your RollWorks Pixel should be placed on all pages of your site exactly as it was copied.
  • Did you place the wrong Pixel code? If you have multiple advertiser profiles, make sure the  Pixel you placed is linked to the corresponding advertiser profile. Check that the pixel ID (line 2 of the JavaScript) matches the ID of your RollWorks Pixel in the source code of the intended website domain.

If you’ve met all of the requirements and your pixel is still not firing after 24 hours, please reach out to your Account Manager or RollWorks Customer Support.

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