Troubleshooting

Diagnose and fix banner, scan, AI, export, integration, and billing issues.

Structured fixes for common CookieShift issues. For quick Q&A see FAQ.

StepAction
1View page source—search for cmp.js or your embed host
2Modules → status Connected
3Correct property selected when saving Consent Setup
4Purge CDN / WP cache
5Test incognito without ad blockers
Banner flashes then disappears

Check Hide banner on paths, consent renewal, and whether a prior consent cookie exists—clear site cookies to retest first visit.

Double banner

Remove duplicate script tags or SDK + script together. Only one install method per page.

CauseFix
Wrong property savedRe-select header property → Save
Old cacheHard refresh / CDN purge
A/B test activeCheck Compliance → A/B variants

Scan issues

SymptomFix
Stuck in progressWait 30 min; Stop and re-run; check site is public
Zero cookiesSite may block bots; reduce pages; check robots.txt
Failed scanRetry; check firewall; contact support with domain
Different from DevToolsExpected—crawler breadth vs single tab
Enterprise scan fails immediately

Lower max pages/workers; verify auth mode credentials; ensure start URL returns 200.

Compliance score dropped

  1. Open Scanner → Compliance Issues
  2. Sort by severity
  3. Fix Unclassified and before consent items
  4. Update Consent Setup copy
  5. Re-scan and compare report IDs in Compliance history
CheckDetail
Script liveModules connected
TrafficNeeds real visitors
Date rangeWiden filters on Consent logs
PropertySelector matches live siteId

AI errors

Message / behaviorFix
Run scan firstComplete Scanner
Quota exceededAI Usage / upgrade Billing
Provider config invalidAI Settings → test connection
BYOK failuresRotate API key; check model ID

Translation failures

  • Ensure English source in Consent Setup
  • Check AI quota
  • Reject bad draft → fix source → re-request
  • Refresh jobs list

Export failures

ExportFix
PDF/CSV complianceNeed completed scan + report ID
Consent auditWiden date filter; check retention
Blocked by planUpgrade on Billing

WordPress

IssueFix
Connected, empty dashboardReconnect plugin; match domain
No bannerSave Consent Setup; disable conflicting cache
Old scriptUpdate plugin ZIP from Modules

Shopify

IssueFix
OAuth errorMatch .myshopify.com on property
No storefront bannerTheme app embed; save config

React SDK

IssueFix
No renderClient component; correct siteId
Hydration warningLoad banner only client-side

Billing

IssueFix
Plan not updatingWait 5 min; Sync from Stripe (owner)
Portal 403Owner role required
PayPal stuckRetry or use Stripe

Still blocked?

Collect: property domain, screenshot, time (UTC), steps to reproduce. Open Help Center from profile menu.

Related: FAQ · Getting Started