Troubleshooting Pixel Installation
When does the first event fire?
The Pixel will only show as connected once a verified event is received.
When you click the Copy button in Primer, we trigger a crawler on your site for 10 minutes to detect the Pixel.
For Google Tag Manager (GTM) users, this typically shows up instantly.
If no event is triggered during that window, we wait for the first natural event from actual site traffic.
If the status shows “Not Connected,” it means no valid event has been received in the last 24 hours — usually a sign of a faulty installation.
Troubleshooting Steps
Confirm script placement in GTM
Ensure the Primer Pixel snippet is in the correct GTM container.
Set it to fire on All Pages.
Publish changes (not just Preview).
Check for tag firing in GTM preview/debug mode
Use GTM Preview to confirm the tag is firing when the page loads.
Look for console or network activity showing the script is called.
Verify tracking in browser dev tools
Open Chrome DevTools → Network tab.
Confirm requests are being sent to Primer’s tracking endpoint.
If no requests appear, the tag may be misconfigured or blocked.
Next Steps if Still Not Connected
Test in Incognito: Try loading your site in an incognito window with ad blockers/extensions disabled.
Re-publish GTM: Make sure you’ve published your GTM container to production (not staging).
Check domain consistency: Ensure the Pixel is firing on the same domain where you installed it.
Contact Support: If none of the above resolves the issue, reach out to Primer Support with:
A screenshot of your GTM setup (showing the Pixel tag)
A screenshot of GTM Preview/Debug mode
Your website URL
This helps us diagnose the issue quickly and confirm whether events are being received on our end.
Tracking Forms Embedded via iframe
If a form is embedded on your site as a cross-origin iframe (for example, a HubSpot or other third-party form served from a different domain), the Primer Pixel — installed on your page — cannot see form-fill events happening inside that iframe. This is a browser security restriction: scripts on your page can't access content inside a cross-origin iframe.
To track these submissions, install the Primer Pixel script on the iframe's page as well, not just your parent page. Reach out to Primer Support if you need help identifying where to add it.
Standard, non-iframe embedded forms are tracked normally with no extra setup.
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