I was added as a user to the company but I cannot access, why?
When a user is added to the company as a user, a role is created and associated with that email, but this does not create automatically a user profile for that email. For this reason it is still necessary to sing up to the Usercentrics admin interface with the same email address. When entering Usercentrics Admin Inteface please click on Sign Up instead of Log in and continue as suggested.
I published a new version, why is it not online?
A published version might take from a few seconds to up to 30 minutes to be available online. This depends on technical limitations of our backend. If the version is published but no change is visible in the live website, try to wait, and use an incognito window to force a banner reload. if nothing is visible after more than 1 hour contact support.
Why is a category shown as accepted?
Usercentrics is not designed to handle consent on a category level, but rather on a service level. If one service in a category is set as accepted, then the banner will display the whole category as accepted.
I implemented Usercentrics and I am losing conversions in Google Ads/GA4, why?
A decrease in tracked conversion is expected after the implementation of a CMP, as after the implementation only users that consent will be tracked. You can still make sure that those that consent are tracked correctly, by making sure that the implementation of Google Consent Mode is complete and working as expected. About this you can refer to our guide: Google Consent mode and Usercentrics guide.
My banner needs to click to disappear, why?
If your banner requires more than one click to disappear, it is possible that it has been implemented more than once, meaning that there are multiple scripts loading the same resource. This might happen if you implemented the banner via the banner via the GTM template and the script, or other implementation methods. Please make sure to always use once implementation method at a time depending on your technical requirements.
Can you scan my domain if this requires a login?
Yes it is possible to set up a scan behind a login. To request one please open a ticket adding the domain, configuration that you want the scan to be set up for and the login credentials that can be used.