Troubleshooting

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The snippet is not verifying

• The snippet is not on the live site. View source on a published page and confirm the script tag is present in the <head>. Republish or deploy if it is not.
• The hostname does not match what you registered. This is the most common cause. For security, Squid ID locks each website’s SDK to the exact hostnames on its URL list, so the snippet only runs where you authorized it. If the page serves on a subdomain like app.example.com that is not on the list, it will not connect (the www twin of a bare domain is added for you). When visitors arrive on an address that is missing from the list, Owners and Admins see a banner in the dashboard naming the address, with Add it to fix it in one click or Ignore if that address should stay out. Other blocked addresses, and the ones you ignored, are listed under Settings → Website. See Managing websites.
• It was placed in the wrong website. The snippet loads by SDK key, so a key from a different website will not verify the one you are looking at. Confirm you copied the key for the correct website. See Install the snippet.
• No page view has happened yet. The status flips after a real page view. Load a page on the live site, then recheck.
• A consent or tag manager gate is blocking the script. If you load it through a tag manager, confirm the trigger fires on all pages and is not held behind a consent condition.

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No or low visitors identified

• Page rules are too narrow. If an inclusion list is active, identification runs only on those pages. Widen the list or switch page rules off. See Restrictions.
• Capture flags are off. Confirm the signals you expect are enabled for the website.
• Filters are hiding matches. B2C, own-domain, and suppression filters remove visitors from view (they do not change billing). Review them. See Filters.
• A restriction is skipping visitors. B2B only skips consumer (B2C) visitors and bot filtering skips automated traffic, so neither is identified or billed. Check Restrictions.
• An ICP is scoped tightly. If you are viewing through an ICP, the list reflects only matching companies. See ICP filtering.
• Traffic is genuinely anonymous. Not every visit can be de-anonymized, so low-traffic sites naturally see fewer matches.

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Slack alerts not arriving

• The channel is on a different website. Channels are per website. Pick the website at the top of the app and confirm the channel is listed on its Slack page.
• The website isn’t connected to Slack. The bar at the top of the Slack page says which workspace the website posts to, or that Slack is not connected. Each website can use its own workspace, so connecting one website doesn’t connect the others.
• The route’s filter excludes the matches. If the route is scoped to an ICP or high-intent pages, only matching visitors trigger it.
• The channel is failing. The channel’s Activity line shows when it last posted and the last error. If Squid ID was removed from the Slack workspace, reconnect it with Change workspace and re-add the channel.

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An integration stopped syncing

• The integration’s credentials expired or were revoked. Reconnect it from its settings.
• For Webhooks, confirm the endpoint is reachable and returns a success status. Repeated failures can stop delivery.
• For HubSpot, confirm the connected account still has access and the required scopes.
• An API token was revoked. A revoked token stops working immediately; create a new one. See API tokens.