Common problems, and how to fix them.
Nothing is being tracked
| What you see |
What to check |
No requests to tf.distil.ai at all |
The tracking script isn't installed, or the cookie banner hasn't
been accepted. Check the script is on every page and the account key is
correct (see Quick
start). |
| Nothing after accepting cookies |
In GTM, check the tracking tag's triggers include your banner's
consent event, with the exact name (see Cookie
consent → Loading for new and returning visitors). |
| Tracking works when accepting, but not for returning visitors |
The tracking tag is probably on an Initialization or
All Pages trigger. Use DOM Ready. If it
already is, your banner may restore the visitor's choice late without
sending its event again: talk to Distil (see Cookie
consent → Loading for new and returning visitors). |
Requests to tf.distil.ai before the banner is
answered |
Check the tracking tag requires analytics_storage
consent and isn't on the Consent Initialization trigger. If
both are right, your banner probably doesn't use Google's consent mode:
talk to Distil (see Cookie
consent → What your cookie banner must do). |
| The first page after accepting is missing, later pages are fine |
Your banner sends its consent event before updating consent (see Cookie
consent → What your cookie banner must do). |
| Tracking stopped after a GTM change |
Check the firing option is Once per event, not
Once per page, and that the trigger isn't Consent
Initialization. Publish the previous version to restore tracking
while you fix it. The correct settings are in Installing
with Google Tag Manager → Step 3: The tracking script tag. |
window.distil is undefined in the console |
The tracking script hasn't run on this page: it's waiting for
consent, or its trigger didn't fire. Use GTM Preview to see why (see Installing
with Google Tag Manager → Step 4: Preview, then publish). |
Messages in the console
| Message |
Meaning |
| "Distil snippet included twice." |
The loader ran twice on the page. Harmless if your tag fires on two
triggers. If it keeps happening, there's an older Distil tag or script
on the site: remove it. |
Bookings
| What you see |
What to check |
| OpenTable bookings through the widget aren't recorded |
The tracking script must be on the page with the widget, and loaded
before the booking finishes. Check the guest's cookie consent (see Cookie
consent). Setup: OpenTable:
widget, button or embedded booking page. |
Two book-reservation requests for one booking |
Distil may also be running inside OpenTable's pages. Add
Page Hostname does not contain
otstatic.com to the tracking tag's triggers (see
OpenTable:
widget, button or embedded booking page → Why the tracking script must
stay off OpenTable's pages). Also check there's no extra tag sending
bookings on ot-reservation-made. |
| Link bookings aren't recorded |
Check the GTM container is connected in OpenTable for Restaurants,
the OpenTable tag exists, and the site's tag has
trackOpenTable: true (see OpenTable:
links to opentable.com → Setup). |
No daid= on OpenTable's address after clicking a
link |
The site's tracking tag is missing
trackOpenTable: true, or an older Distil script is running
instead. |
Own booking form: numbers in quote marks, or the word
undefined
|
Remove quote marks around values and {{…}} variables.
Make sure the values exist when the call is made (see Your
own booking form (OpenTable API) → Rules, and why). |
| SevenRooms bookings aren't recorded |
Check SevenRooms loads your container on its booking pages
(`Object.keys(window.google_tag_manager |
| SevenRooms bookings stopped being recorded after adding the guest's
details |
The guest's details were sent with an empty email, which rejects the
whole booking. Use the booking tag from SevenRooms
bookings → Adding the guest's details (optional), which only sends
the details when there's an email. |
Getting help
Contact your Distil point of contact, and include:
- your Distil account key;
- your website address;
- the tracker version (
window.distil.VERSION in the
console);
- a screenshot of the Network tab, filtered for
tf.distil.ai, taken during a test booking.
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