Overview

There can be several reasons why a Survey is not displayed on the live page of your platform — targeting, segmentation, container setup, trigger settings, or installation issues are the most common.

Follow the steps below to locate and fix the issue.

Run Troubleshooter

Before going through the checklist, the fastest way to find the issue is to run UserGuiding's Troubleshooter on the page where you expect the Survey to appear. The Troubleshooter inspects every setting of the Survey directly on the live page and flags what is blocking it.

Important: If you can't open the Troubleshooter on a page, UserGuiding is not installed on that page. This is the most likely cause — learn how to embed the container code here.

Checklist

Here's a short list of items to check:

• Check the status of the Survey (Active / Inactive)
• Click on Publish Changes
• Is the Survey assigned to the correct Container?
• Are the Targeting settings correct?
• Is the Container Code embedded properly?
• Are the Audience Segmentation settings correct?
• Are the Trigger settings (Auto-Trigger, Appear Frequency, Stop Trigger) correct?
• Is there an active AdBlocker in the browser?
• Cache buffers
• Check MAU quota (if exceeded, Surveys won't show up)
• Other possible problems that might cause the issue

Check the Status of the Survey

If the Survey is Inative, it won't be visible on your web page or application.

How to activate your Survey:

1. Go to your Panel and open Surveys.
2. Click on the Survey you want to activate.
3. Open its Configure page.
4. Set the status to Active.
5. Save.

Click on Publish Changes

After creating, editing, or activating a Survey, always click Publish Changes in the Panel. This updates your container code, and your changes will be reflected on your web page or application. Unpublished edits won't reach end users.

Is the Survey assigned to the correct Container?

If the Survey is not in the container that's embedded on the environment you're testing, it will not appear. Open the Survey → Configure → confirm it's assigned to the right container.

Reminder: if you're testing on staging and your staging uses a different container than production, the Survey must live in the container that matches that environment. See Moving content across different environments.

Are the Targeting settings correct?

If the targeting settings don't match the URL you're testing on, the Survey won't appear.

Examples:

• To show on production: URL contains yourdomain.com/
• To show on staging: URL contains staging.yourdomain.com/

Double-check the operator (contains, equals, starts with, regex) and that there are no typos.

Is the Container Code embedded properly?

If the UserGuiding Container Code isn't embedded on the page, no content — including your Survey — will load.

• If you use multiple containers, make sure the correct container is embedded on that environment and the Survey is assigned to that same container.
• Each container has a unique ID at the end of the JS snippet.
• Use your Browser Console to confirm the right container is loading. A developer teammate can help here.
• If more than one container is embedded on the same page, none of your onboarding materials will display. Keep only one container per environment.

See also: Container Code Embed Status Warning.

Are the Audience Segmentation settings correct?

If you've set a Custom Segment on the Survey and the test user doesn't match it, the Survey won't appear.

Also check:

• Custom attributes — if the segment is based on custom attributes, confirm those attributes are actually being sent for the test user (a developer teammate can verify this).
• To show the Survey to everyone, switch the audience to All Users.

See Setting Segments to Materials.

Are the Trigger settings correct?

Surveys behave differently based on how they are triggered. Check the Custom Survey Trigger Settings:

• Auto-Trigger ON — the Survey fires automatically when the user lands on the target URL (provided segment + page conditions match).
• Auto-Trigger OFF — the Survey only fires via a Custom Trigger (JavaScript API, Survey Hyperlink, or Resource Center). If auto-trigger is off and no custom trigger is firing, the Survey will never show up automatically.
• Appear Frequency (Only Once / Once in 7 Days / Always, etc.) — if the user has already seen the Survey within the configured window, it won't appear again. Test in incognito or with a different user to confirm.
• Stop Trigger — the Survey may be configured to stop after N views, after an answer, or when a goal is reached. Once the stop condition is met, it won't show again for that user.

Note: if User Identification is not enabled, end users in incognito, a new browser, or after clearing cache will be seen as new users and may see the Survey again even if it's set to "Only Once".

Is there an active AdBlocker in the browser?

Ad blockers can block UserGuiding snippets. Disable any active ad blocker while testing. See The solution to AdBlockers affecting UserGuiding.

Cache buffers

Cache can also cause this issue. Clear the browser cache and hard-reload the page. If that doesn't help, restart the browser.

Check MAU quota

If your account has exceeded its Monthly Active Users quota, Surveys (and other live content) won't show up. Check your plan and MAU usage in the Panel.

Other possible problems that might cause the issue

• Multiple auto-triggered materials on the same page — if two or more materials are set to auto-trigger on the same URL, they can conflict. Display Priority decides which one wins, and the lower-priority one won't appear. Either lower priority can be adjusted, or you can convert one of them to a custom trigger. Example:
• • Survey A auto-triggers when URL contains /home
  • Guide B auto-triggers when URL contains userguiding
  • On userguiding.com/home, both try to fire at the same time — set Display Priority or remove one of them.
• iFrames — UserGuiding content does not render inside iFrames. If the target page or element is inside an iFrame, the Survey won't display there.
• User Identification mismatch — if User Identification is enabled but the user isn't being identified on the tested environment (or is identified with a different ID than in production), the Survey may be skipped. Confirm userGuiding.identify() fires with a valid user ID on the environment being tested.