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Optimizely Knowledge Base

Troubleshooting: You're not seeing the right experience in a campaign

  • Figure out why you're not seeing the right experience in a Personalization campaign
  • Figure out whether you're qualifying for the right audience in a Personalization campaign
  • Figure out if you're in the campaign holdback

Are you experiencing any of the following issues:

  • You've published your campaign, but you're not seeing the personalized experience that you expect

  • You're not sure if you're qualifying for an audience 

  • You want to know if you're in the holdback of a campaign

This article will help you troubleshoot the experiences in your live campaign. If you'd like to QA unpublished changes in your campaign, read about the Preview tool.

If your variation isn't rendering as expected in Optimizely Testing, troubleshoot your variations instead.

1. Check that the snippet is configured

First, check that the Optimizely snippet is installed and configured to include Personalization. You'll do both of these things in the browser console.

  1. Load your page in a browser and open the console

  2. Once the console is open, type optimizely. If it returns an object, Personalization is enabled. If it returns an error, such as optimizely is not defined, the snippet isn't implemented correctly. Learn about implementing the snippet.

  3. Check that the snippet installed synchronously at the top of the page.

    Make sure that the snippet is at the top of your <head> tag, as we recommend in the snippet implementation walkthrough.

  4. Make sure Personalization is included in the snippet.

    In Optimizely, navigate to the Settings dashboard. Under the Implementation tab, toggle the dropdown menu to Enabled.

2. Check that the snippet is up to date

Here's how to check whether the snippet includes your most recent publication.

3. Check the console log

If you run into issues during your QA process that you can't easily diagnose, the Optimizely log is a valuable resource. Think of the log as a way of "reading Optimizely's mind."

You can also read about campaign activation in our developer documentation to learn how to search the console log and see if you're in the campaign.

If you're in the campaign but you're not seeing the experience you expect, check if you're in the holdback. Not sure what a holdback is? Here's a reminder.

If you're not in the campaign, check your URL targeting.

4. Check the holdback

Are you not seeing a personalized experience because you're in a campaign holdback? Here's how to check.

In the console log, use the following methods:


If the value returned is true, you're in the holdback. So, not receiving a personalized experience is expected behavior. Try visiting the page again with an incognito browser.

If the value returned is false, you aren't in the holdback. Next, check that you're qualifying for the audience you expect.

5. Check audience prioritization

Finally, check your audience prioritization. If your campaign has multiple experiences, your prioritization setup determines which experience a visitor sees if they qualify for two or more audience.

In the console log, enter 


then expand the Array to see all audiences prioritized from first to last.

If audiences are prioritized incorrectly and the snippet is up to date, return to your campaign to check your audience setup.

If the setup looks right but you still aren't seeing the experience you expect, consider filing a support ticket. We're happy to help.