Troubleshooting

The bar does not appear on the website

1. Check that the script is on the page and that the license key in its address is correct. You will find the key on the license's Overview tab and the whole embed code on the Implementation tab.
2. On the Overview tab, run the installation check. It tells you whether our script is on the home page and whether it carries the right key.
3. Check that the license is active in the My licenses list.
4. Add the debug=true parameter to the script address. The browser console then shows what is happening.
5. Are you testing on a different domain from the license's main domain? Turn on Test mode in the Configuration. Keep in mind that it turns itself off every day at 4:00 (Prague time).
6. If you install through GTM, check in the preview that the Cookies správně tag fired at all. It must be fired by the Consent Initialization – All Pages trigger.

An orange exclamation mark shows next to the domain

The installation check on your home page found a problem. Hover over the exclamation mark to see which one; the details are in the Installation check box on the Overview tab. The meaning of all results and what to do about them is in Verifying the installation and support. Once you have fixed the website, run the check again with the Check installation button.

Google tags do not receive Consent Mode signals

• The bar script must be the first script in the <head>, above Google Tag Manager and gtag.js, and without async and defer. Otherwise the default is set only after the Google tag.
• In the Configuration, the Send Google Consent Mode signals switch must be on and the Implementation type must match how you install the bar.
• Check the default and the updates in Tag Assistant as described in Verifying the installation and support.

A settings change has not taken effect on the website

The configuration is cached for a short while. Use the Refresh widget cache button on the Configuration tab and reload the page. Without it, the changes take effect on their own within a few minutes.

GTM tags do not fire when they should

Fire tags that require additional consent (Meta, Sklik, Microsoft Clarity, custom HTML, or Google tags in basic mode) with the Custom Event trigger consentUpdate. The bar sends this event after the visitor clicks and on every page for a returning visitor.

The tag fires only after the page is reloaded. Most often it is fired only by the All Pages trigger or by the gtm_consent_update event. The template sends that only to a returning visitor when the page loads, not after a click in the bar. Switch the trigger to consentUpdate.

The tag fires twice. It probably has both the All Pages or gtm_consent_update trigger and consentUpdate. Leave it only consentUpdate.

The whole procedure is in the How to install the cookie bar through Google Tag Manager guide.

Measurement runs twice

This almost always means the same code is on the website twice. Go through these places:

• The website template, where the service's original code may have remained.
• The Scripts tab in the bar's dashboard.
• The Google Tag Manager container.

The code should be in only one of them. If you install through GTM, script management in the dashboard is not used.

YouTube or a map does not load

Iframes are blocked until consent is given and replaced with a request for consent. If you specifically want YouTube to play without consent, turn on Allow YouTube iframes in the Configuration. Turn on Allow any iframes only if you know exactly what is embedded on the website. You can exclude an individual iframe from blocking with the data-cookies-ignore attribute.

The cookie scan reports an error

The scan requires a publicly reachable website. It does not work for domains behind a login, test addresses such as .local or websites that block us. In that case, add the cookies manually on the Cookies tab.

I cannot sign in

• Your email has not been verified yet. Confirm the address with the link from the sign-up email, or request a new one.
• The dashboard sends me to Choose your password. Someone else created your account. Choose your own password and continue.

An email has not arrived

Check your spam folder. You can have verification and sign-in links sent again. Invoices go to the billing email on your account, not necessarily to your sign-in address.

I have paid but the payment still shows Awaiting payment

Open the payment detail. When it opens, the status is checked directly with the payment gateway, so it usually switches to Paid straight away. If it does not, contact us and give the variable symbol.

I need an invoice for a different company or with different details

You edit your billing details on the Account page. They are used for all invoices issued from then on. Invoices already issued are not changed retroactively, because they are tax documents.