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Account Engagement is not tracking visitors

Дата публикации: Sep 30, 2025
Описание
Tracking is one of the most important things to measure your Account Engagement assets. Here are some troubleshooting steps you can take to find out why Account Engagement isn't tracking as expected.

To check if Account Engagement is tracking the visits:

1. Go to your website (where you already placed an Account Engagement tracking code).
2. Look for your IP in a different tab and copy it.
3. In Account Engagement, use the general search bar and paste the IP number there.
4. If you find visits that match the time when you visited the website that means you are being tracked correctly, so this isn't the issue. This article might be relevant.

Otherwise, if no results are shown, continue reading!
Решение
1. Make sure you added the tracking code before the close body tag (</body>) on your website, as it's explained here: 

2. Make sure your domains are aligned if you are using First party tracking only.

Use only one tracker domain or make sure your tracker domains are all subdomains associated with the same root domain for all assets in your marketing campaign. First-party cookies don’t track across domains, but they can track across subdomains of the same root domain. For example if your website is www.firstwebsite.com, your tracker domain should be something like go.firstwebsite.com in order for Account Engagement to track you correctly.
3. Ensure you are not filtering yourself out in the "Tracking Opt in preferences".

For example, the "Request opt-in if the visitor comes from specific countries" should include those countries you want this on. If no countries are selected, Account Engagement tracking will be disabled.

If you are using a third-party cookie management tool, work with your implementation team and/or Partner to implement your own solutions that cover your compliance needs and use cases using our Tracking and Consent API.

If this didn't resolve the issue, reach out to Account Engagement Support.
Номер статьи базы знаний

000380883

 
Загрузка
Salesforce Help | Article