Troubleshooting Flows

There are a few common reasons a flow, or a portion of a flow, won't display. Here's a checklist of items to test in order to identify where your flow might be running into issues.


Am I installed correctly?

Correct installation is the sum of a few things, such as: having the Appcues script on the page, tracking page changes, identifying users, and sending properties/events. All of these can easily be checked with the debugger

Learn how to check your installation here.


Am I targeting users correctly? 

The targeting engine in Appcues is powerful and there can be many variables going into whether or not a user sees a flow. 

The User Targeting Overview dives into targeting practices, especially the "Display" and "Audience" targeting. 

Also keep in mind that the user may not have the Property set the way you expect, and you can use the debugger to make sure the user's properties are what you expect. 


Is the user eligible to see the flow? 

You can check the Flow Diagnostics page or directly from the debugger to see whether a user has already seen the flow, among other reasons they may not be seeing it. 

Learn how the Flow Diagnostics works.


Is there an issue with a specific step(s)? 

There are a few common reasons why a flow step may not show to a user. To determine a reason why a specific step isn't showing you'll need to:

1. Identify which step(s) aren't showing:

Within the Flow Analytics page is a step-by-step breakdown of a flow, which includes how many times each step was shown, not shown, and completed.

If you don't see this, check whether you have selected a version from the Version dropdown. Because versions may change the number of steps or order of steps, Appcues only shows step-by-step information by version. 

2. Determine why the step isn't showing

Now that you've located the step that isn't showing, below are some common reasons why a step wouldn't show.

Incorrect selector:

This is a great place to start. If you load the item (e.g., the tooltip) in the Appcues Builder and get the following yellow circle alert it means the tooltip can't find the element on the page it is set to attach to: 

You can view the element the tooltip is looking for in the settings sidebar:

The element was not found on the page:

This reason accounts for most instances of a step not showing, and generally applies to tooltips and hotspots. Below are other common issues with elements.

Do certain users have access to different information/elements? 

For example, some items are only visible to administrators. If a tooltip is attached to one of those items Appcues won't show the tooltip to non-administrators. 

Was there an update to your application? 

For example, the engineering team may have removed the piece of CSS that was used to attach the tooltip.

Is your CSS dynamically generated? 

The selector chosen for the tooltip might be too specific, meaning there are parts of the CSS that are different depending on things like the size of the browser window


Still stuck?

Write to us at support@appcues.com and we'll be happy to help! For the quickest support, please be sure to provide your flow name, a demo login for your site (we'll need to access your targeted page) and any troubleshooting details you might have for us.