Troubleshooting
Fix common issues and get your popups running smoothly.
Why is my popup not showing?
Possible Causes & Fixes:
- Installation Code Missing
- Go to Settings → Installation Code.
- Ensure the Superpopups code is added to your site’s <head> section.
- If using WordPress, check your plugin or theme settings.
- Go to Settings → Installation Code.
- Targeting Rules Too Narrow
- In Triggers & Targeting, make sure you haven’t restricted it to a page or audience that’s not visiting.
- In Triggers & Targeting, make sure you haven’t restricted it to a page or audience that’s not visiting.
- Scheduling Not Active
- Check Schedule Settings to ensure the current date/time is within your popup’s schedule.
- Check Schedule Settings to ensure the current date/time is within your popup’s schedule.
- Cache Issue
- Clear your browser and site cache (especially if using caching plugins like WP Rocket).
Why isn’t my trigger working?
Steps to Check:
- Open the popup in the Editor.
- Review the trigger settings:
- Time-delay – Make sure the delay is reasonable (3–5 seconds is typical).
- Exit intent – Check if it’s enabled for the correct device type (desktop vs mobile).
- Time-delay – Make sure the delay is reasonable (3–5 seconds is typical).
- Test in an Incognito Window to avoid conflicts with existing cookies.
Pro Tip: If you have multiple popups with similar triggers, one might be blocking the other — check display priority.
Why aren’t my leads being sent to my integration?
Common Fixes:
- Go to Integrations and re-authenticate your connected tool (e.g., Mailchimp, HubSpot). (coming soon)
- Check if the correct list or segment is selected.
- Verify form fields match your integration’s requirements.
- Submit a test form and check if the lead appears in your connected tool.
Pro Tip: Some tools (like HubSpot) have strict field requirements - mismatched fields can block submissions.
Why does my popup look wrong on mobile?
Steps to Fix:
- Open the Design Editor and switch to Mobile Preview.
- Adjust font sizes, spacing, and image scaling.
- If using custom CSS, ensure it includes mobile-friendly breakpoints.
- Save changes and test on an actual mobile device, not just a browser simulator.
Pro Tip: Keep mobile popups simple - large text, short forms, and big buttons work best.
How do I clear my cache to see changes?
Steps:
- Browser Cache:
- Chrome: Press Ctrl + Shift + R (Windows) or Cmd + Shift + R (Mac).
- Safari: Enable “Develop” menu → “Empty Caches.”
- Chrome: Press Ctrl + Shift + R (Windows) or Cmd + Shift + R (Mac).
- Website Cache:
- If using a caching plugin or CDN (e.g., Cloudflare), clear it from their dashboard.
- If using a caching plugin or CDN (e.g., Cloudflare), clear it from their dashboard.
- Superpopups Cache:
- In your dashboard, click Clear Cache (if available).
- In your dashboard, click Clear Cache (if available).
Pro Tip: Always clear caches after major popup changes — especially if using WordPress.
Why aren’t my analytics updating?
Checklist:
- Check if analytics tracking is enabled in Settings → Tracking.
- Ensure the popup has received enough traffic since your last change.
- Verify the installation code hasn’t been removed from your site.
- Disable any ad blockers while testing - they can block tracking scripts.
Why isn’t my form submitting? (coming soon)
Steps to Troubleshoot:
- Check if all required fields are filled out.
- Test without conditional logic to rule out field visibility issues.
- If using an integration, make sure it’s properly connected.
- Look in the Error Console (browser dev tools) for any script errors.
Pro Tip: Some ad-blocking extensions block form scripts — test in Incognito.
How do I contact Superpopups support?
Ways to Reach Us:
- Email – Send queries to support@superpopups.com.
- Help Center – Search for guides before submitting a ticket.
- Priority Support (Pro Plans) – Get faster responses via the priority queue in your account.
Pro Tip: Include your campaign name, screenshots, and a link to the affected page for faster resolution.
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