Troubleshooting

Verify installation does not confirm

• Make sure the script is on the live site, not only in a draft or staging copy, and that you published your changes (and the Tag Manager container).
• Clear your cache plugin, server cache and CDN cache, then try again.
• Check the domain in the website's Settings tab matches your site exactly. Leads are only accepted from that domain, its subdomains and any other domains you add there.
• Open your site with ?sx_debug=1 on the end and look at the browser console for SourceXray messages.

A form was sent but no lead appeared

• Send the test from a normal browser window with ad blockers turned off, as some blockers stop tracking scripts.
• If your site waits for consent (data-consent="wait"), accept cookies first.
• If you have reached this month's leads for your plan, new enquiries are not recorded until next month or until you upgrade. Settings shows how many were missed.
• Check the lead was not filtered as spam: on the Leads page, set the status filter to Spam.
• Forms inside an iframe from another website (some booking tools) cannot be seen by any script on your page. Use the tool's own hidden fields or the JavaScript API.

Leads show Direct when they came from ads

• Add the tracking text to your ad platforms. See Set up your ad platforms.
• Redirects that drop the query string (for example http to https, or a missing trailing slash) remove the tags. Check your ad's final URL loads without redirecting.
• If visitors pass through a payment page or booking tool and come back, add its domain to data-ignore-referrers.

Content Security Policy

If your site sends a Content Security Policy header, allow https://cdn.sourcexray.com in script-src and https://*.supabase.co in connect-src.

Hidden fields are empty in my emails

• Check the field name or default value is exactly the field name, such as sx_channel, in lower case.
• Some form builders need the field added to the notification email too, for example [sx_channel] in Contact Form 7.
• On WordPress, the plugin adds the source to notification emails without hidden fields.

Still stuck?

Email info@sourcexray.com with your website address and what you tried. We aim to reply within one business day.