Troubleshooting

It says User is offline, even though they are online

If the button to initiate a session is not available and there is a 'Last seen x hours ago' message:

• Make sure they are on a page where UserView is installed.
• Wait a moment; sometimes it takes a bit of time to register if someone is online.

I can't see any users at all, online or offline

If you don't see any users online at all:

• Make sure UserView is on a live page and not a local/sandbox environment.
• Check that the whole code is installed and in the body tag.

The user isn't showing up at all

If their name/email address is coming up completely empty and you're getting a 'No visitors found' error, it might be that they've not been on the site since installation.

• Check they're on a page where UserView has been installed.
• Ask if the user has any ad-blockers enabled; this might prevent the script from running.

My user can't find the Lookup code

If the user is struggling to locate the code:

• Find out how it's set up to be displayed in your settings; you may need to ask a team admin.
• In the settings, see if it has been enabled (https://app.upscope.io/settings/teams/_/search); you will need admin access to view the page.