Troubleshooting
Tracking Script Not Working
If consent events are not appearing in your dashboard:
- Verify the script is installed correctly — Confirm the script tag points to
https://cdn.econsent.org/cdn/scraper.min.jsand that both thedata-companyanddata-propertyattributes are present and correct - Check the browser console — Open your browser’s developer tools (F12) and look for any JavaScript errors related to eConsent
- Use the Inspector tool — In your dashboard, navigate to Inspector and enter the page URL. The Inspector will show you which form fields are being captured, whether the consent selector is matched, and if session recording is active
- Confirm the form triggers a submit event — eConsent listens for standard form submission events. If your form uses AJAX or a custom handler, ensure a submit event is still fired
- Check your domain configuration — In your dashboard under Properties, verify that the domain where the script is installed is listed and active
Certificates Not Generating
If form submissions are tracked but certificates are not being created:
- Check your wallet balance — Certificate generation requires an active plan with available retentions. If your wallet balance is depleted, certificates will not be generated
- Verify the consent selector — In your property settings, confirm the consent selector CSS selector correctly matches the consent language element on your page. Use the Inspector tool to verify
- Check that the consent language is visible — eConsent must detect visible consent language on the page at the time of form submission
- Ensure your account is active and your plan has not been suspended
White or Blank Session Replays
If the session replay appears as a white screen or is missing content:
- FullSnapshot missing — This usually means the tracking script loaded too late in the page lifecycle. Move the script tag higher in the
<head>section, before other scripts, to ensure the initial page snapshot is captured - Script blocked by ad blockers — Some browser extensions may block the recording script. Test in an incognito window with extensions disabled
- Replays may take a few minutes to fully process after the consent event — check back shortly
Session Replay Not Loading
If the session replay for a certificate is not loading at all:
- Session recordings are stored on EFS and may take a few minutes to process after the consent event
- Check that your browser allows JavaScript and is not blocking third-party resources
- Try loading the certificate URL directly in a new browser tab
API Verification Returning No Results
If the Verification API returns empty results for a known certificate:
- Confirm you are using the correct API endpoint (
https://api.econsent.org) and authentication token - Check that the phone number or email is formatted correctly (E.164 format for phone numbers)
- Ensure the certificate has not expired based on your retention settings
Webhook Issues
If your webhook endpoint is not receiving events:
- Verify the endpoint URL is HTTPS — eConsent only sends webhooks to secure HTTPS endpoints
- Check the HMAC signature — Validate the
X-EConsent-Signatureheader using your webhook signing secret to ensure requests are authentic - Confirm the endpoint returns a 2xx status — eConsent will retry failed deliveries, but persistent failures may cause the webhook to be disabled
- Review your webhook configuration in Channels > Webhooks in the dashboard
Account and Billing Issues
- Cannot log in — Use the Forgot Password page to reset your credentials
- Billing questions — Contact support@econsent.org for invoice and payment inquiries
- Plan upgrades — You can upgrade your plan at any time from your dashboard under Settings > Billing
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