Proof Impact shows no data or unmatched conversions

When Proof Impact shows no numbers, or conversions arrive but aren't linked to widget views, work through these checks in order. Several of them use the Proof Impact diagnostics page: click View diagnostics under Tracking health in the Overview tab, or Open diagnostics in the setup panel. Its counters cover the last 24 hours; click Refresh to update them.

Check this firstCopy Anchor Link

Open the Overview tab of Proof Impact.

Until your project's first conversion arrives, the tab shows a checklist, Set up Proof Impact, with four steps. The step to do next is open and says what's missing: Publish a widget, Add your conversion event, Add the code to your site or Send a test, then wait for the first conversion. Add the code to your site stays open until the widget has been seen on your site and the conversion code has loaded on a page.

Once conversions are arriving, a panel names what needs attention, with a button to fix it:

The report's numbers appear once a conversion is recorded in the date range.

Widget loads stays at zeroCopy Anchor Link

If Widget loads stays at zero on the diagnostics page while visitors see your widget, Proof Impact isn't allowed to measure them, or can't:

• Visitors haven't agreed. If Consent requirement in the Developer tab of your project settings is Require explicit consent, your consent banner must call window.retestimonial.setConsent("granted") when a visitor agrees.
• The browser sends a privacy signal. With GPC and DNT signals on Honor privacy signals (recommended), visitors whose browser sends Global Privacy Control or Do Not Track aren't measured. Some privacy-focused browsers and extensions send one by default, so test in a browser that doesn't.
• Your site isn't on the allowed list. With Browser origin policy on Allow listed origins only, every address your site uses must be in Allowed collection origins, for example both https://example.com and https://www.example.com.
• The widget is in a plain iframe. Iframe views count only with the helper script: under Get code, tick Automatic sizing and Proof Impact and add the helper to your site.
• The plan doesn't include Proof Impact. It's on Premium and Business. Views from before the project had it can't be used; new ones count from the next page load.

Your widgets still show to visitors who aren't measured. The Data Quality tab summarizes these settings under Tracking configuration, and the workspace owner and Admins change them with Manage in Developer settings.

If the widget doesn't appear at all, see Widget not showing on your website.

Widget views aren't countedCopy Anchor Link

A view counts only when at least half of the widget is on screen for a second while the tab is visible. A widget far down the page counts only when a visitor scrolls to it. For the other reasons a view isn't counted, see When a view isn't counted. To test, open the page, scroll to the widget and wait a moment, then check Widget views received on the diagnostics page.

Conversions never arriveCopy Anchor Link

If Conversions received stays at zero after you complete a test conversion, check the call your site makes:

• The event key must match an event you created, in the same case, and the event must not be archived. With Unknown event handling on Reject unknown events (recommended), other keys are refused. Create or reactivate the event under Conversion events in the Data Quality tab.
• The value must match the event's Value policy. Value required refuses a conversion without an amount and currency; No value expected refuses one with an amount.
• Each call needs an idempotencyKey, such as your order ID. Without one, convert() fails and the browser console shows convert() requires a stable clientEventId, idempotencyKey, or dedupeKey.
• The page must load the widget script, because window.retestimonial.convert() comes from it. If the console says window.retestimonial is undefined, add the script from Install and test tracking to the page where the conversion happens.
• The visitor must be measured. A visitor Proof Impact can't measure (see Widget loads stays at zero) sends no conversions either.

Send test conversion in Install and test tracking, or Dry run beside an event, checks the matching without your site and saves nothing.

Conversions arrive but aren't matchedCopy Anchor Link

Open the Data Quality tab. Unmatched conversions lists recent conversions that no widget view matched, each with a reason:

• No proof exposure captured for this session: the visitor didn't see a widget in the same browser tab before converting. With Same-tab session, the view and the conversion must happen in the same tab and on the same site address; a conversion sent from a new tab, or from a page on another domain, belongs to a different session. Send it from a page on the same address as the widget. For conversions in a new tab, you can change the event's Identity scope to Consented journey; another domain also needs Enable cross-domain linking and its code, in the Developer tab of your project settings.
• No eligible proof exposure in the configured … session window: the view came earlier than the event's Attribution window allows. Weak attribution only means older views were found. Click Edit beside the event under Conversion events and choose a longer window; it applies to new conversions only. See Change an event later.
• Missing session ID on conversion: the conversion came without the browser details that link it to a view, for example because your server sent it. An order from your server is matched only when it also carries the customer's identity or details of a verified widget view.

A conversion with an unknown event key, kept because Unknown event handling is on Keep unknown events for debugging, is never matched. Create the event so future conversions count.

Diagnostics shows an alertCopy Anchor Link

What needs attention on the diagnostics page lists problems from the last 24 hours:

The Next: line under each alert says what to do: fix something on your site, wait because the job runs on its own, or copy the support report and contact us. The dashboard has no control to run or retry those jobs yourself.

Held for review counts conversions with several warning signs, for example an amount sent from the browser with no session and no widget view behind it, or an unknown event kept for debugging. They're kept out of experiment results.

Still not measuring?Copy Anchor Link

On the diagnostics page, click Copy support report or Download JSON. The report holds conversion IDs, statuses, retry counts and times, and leaves out conversion details, visitor and session IDs, amounts, order IDs and full website addresses.

Contact us and include:

• the support report;
• the address of the page with the widget, and of the page where the conversion happens;
• the event key your code sends.

Next stepsCopy Anchor Link

• Set up Proof Impact tracking
• Read the Proof Impact report
• Run a Proof Impact experiment with a no-widget group
• Widget analytics