In this article, we have listed the most common reasons why the in-app survey would not be displayed after you have installed the script in your web app.

1. You're not passing the email address of the user

The in-app script consists of two pieces:

  • A <div> element which contains the current user's data;

  • A <script> element which is the actual in-app survey.

In the <div> element you must pass the user's data such as name, company name, email address and tags. Including the email address is mandatory. Otherwise, the survey will not be displayed and an error will be returned. Also, keep in mind that these values must be passed dynamically, normally in variables.

2. You don't have a CSS file linked in your page

The in-app survey will not be displayed if your app page doesn't have a CSS file linked. In case this is the issue, you can simply include a dummy link tag as in this example:

<link rel="stylesheet" type="text/css" href="#">

3. The user doesn't match the campaign

If you have filtered your campaign's audience by a specific customer tag or integration segment, and the user you are currently logged in as doesn't match this audience filter, then the in-app survey will not be triggered.

4. The ID in the script is wrong

This is especially relevant if you previously had a Retently account and have installed the in-app script, which wasn't removed from your web application. You can definitely re-use it, but make sure that the id (check the screenshot below) matches with the one in your current account.

5. The specified campaign type is wrong

Even though the in-app script is identical in all of your in-app campaigns, there is one minor detail that can give you a huge headache. The <div> element has a data-campaign attribute, which can be either "regular" or "transactional". Make sure that the attribute’s value matches the campaign you are trying to trigger the survey in.

6. Make sure the campaign is switched on

After you have configured the campaign, make sure the toggle is switched ON, which means that the campaign is active and surveys will be sent automatically. 

7. The script is blocked from being run by your app

Some web apps block scripts from being executed on the page in order to ensure the app's security. There isn't much we can help you with in this situation. All you have to do is get in touch with your developers and ask them to white-label the script.

If none of these solutions work, let us know at and we will get in touch with you shortly.

8. You've set a long delay for the survey to be displayed

In the in-app campaign's schedule you can set a specific delay for when the survey will be displayed if the customer has reached the page with the in-app script. If the configured delay is too long, then the customer may leave the page before the survey is being displayed. In the example below, we have set to display the survey in 20 minutes. This basically means that the customer has to stay on that page for at least 20 minutes in order to see the survey, which will most likely never happen:

9. You have multiple campaigns matching the same audience segment

When your customers match multiple in-app campaigns, they will see the survey only in the first campaign that our system finds in your account.

This happens because the in-app script is identical for all campaigns, and you have to filter your audience for each campaign. We're covering this particular scenario and discussing the solution in this video:

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