Web JS

Q: The step indicator on my stepper nudge looks visually broken on my website, but works fine in the demo. Why?

A: This can happen if your website uses the same CSS class names (such as carousel or carousel-item) elsewhere on the page. Your site's styles can unintentionally apply to the nudge's step indicator. If you notice this, check for class name conflicts on the page where the nudge appears.

Q: Why does my nudge shift out of position when the page is scrolled?

A: Nudges are anchored based on their target element's position on the page. If this position is calculated while the page is still scrolling, the nudge can appear misaligned. PX now rechecks the position after the scroll settles to keep nudges correctly anchored.

Q: My nudge doesn't appear on mobile even though the journey looks correctly configured. What should I check?

A: A common cause is another element on the page (such as a sticky header or banner) covering the nudge's target element. Diagnostic logs will show which element is blocking the target, so you can check and adjust your page layout or target selection accordingly.

Q: Why doesn't a nudge appear when a user scrolls upward (bottom to top) after seeing an earlier nudge?

A: This can happen when the target element is incorrectly detected as overlapped by another element during scroll. A toggle is available on the nudge configuration screen to bypass this check and always display the nudge when needed.

Q: Can users scroll the page while a spotlight nudge is being shown?

A: No. Spotlight nudges are designed to lock background scrolling while displayed. If you notice scrolling is still possible, please reach out to support, as this should not occur.

Q: My journey combines server-side and client-side segments, but users always land on the same branch regardless of their actual status. Why?

A: This usually relates to how logout state is handled and the order in which segment checks are evaluated. When combining server-side segments (which sync periodically) with client-side segments (which check in real time), the evaluation order can affect which branch a user is routed to. Review your journey's segment sequencing, or contact support for help auditing the logic.

Q: Why does my nudge trigger before a user has actually scrolled to see it?

A: Nudges now require the target element to be fully visible in the viewport before triggering. A minor portion (as little as 1px) of the element being visible is no longer sufficient to trigger the nudge.

Q: A specific nudge doesn't appear at all for some users, with no clear diagnostic reason. What should I do?

A: If a nudge isn't appearing and the standard diagnostics (device criteria, frequency capping, anchor visibility) don't explain it, please reach out to support with the journey name, affected browser/device, and a screen recording if possible, so we can investigate further.

Q: Why would my debug logs print continuously without stopping?

A: This can happen when a target element's exact on-screen position is inconsistent at a sub-pixel level, causing the visibility check to repeatedly re-evaluate. If you see this, please share the affected journey and page with support for further diagnosis.

Q: Why are my nudge views very low after launch, even though the journey looks correctly set up?

A: If your page loads content dynamically (such as infinite scroll or lazy-loaded sections), users may scroll past the target element before it has fully loaded, which can cause the nudge to be skipped. Consider this timing when placing nudges on dynamically-loading pages.

Q: Why does my tooltip nudge overlap or misalign with page content when a user scrolls on mobile?

A: Mobile browsers often show and hide their address bar during scrolling, which changes the visible viewport size. Tooltip nudges now use adaptive positioning that accounts for this, keeping them correctly anchored during scroll.

Q: My goal shows 0 attributed users even though users completed the tracked action. Why?

A: This can happen when a user's status changes (for example, from anonymous to logged-in) between seeing the nudge and completing the goal event. Attribution logic now accounts for this transition so conversions are counted correctly.

Q: Why does my tooltip nudge flicker or briefly change size on screen?

A: This can happen in two situations: when there isn't enough space to display the tooltip in its preferred direction (causing it to flip sides), or when the tooltip's target element is removed from the page after positioning. Both scenarios are handled correctly now, keeping tooltip animation and sizing stable.