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Troubleshooting

HTTP 429 Error - Too Many Requests

Your servers have hit our rate limit, please contact support to have your rate limit increased

Cross Origin Resource Request Error

You are using the Empello script on an unregistered domain (include a local test domain). If you believe that the domain has been authorised already then try deleting your cache (if a mistake was made in implementation previously then the mistake can linger in the cache).

Content Security Policy (CSP) Errors

Please ensure you have the following directives in your CSP:

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script-src *.empello.net; connect-src ws://*.empello.net wss://*.empello.net *.empello.net;

High Level of Suspicious Token Blocks

Tokens rejected for the the "suspicious token" reason are most likely caused by an implementation issue. If the same token is submitted with different timestamps then the second token is rejected (perhaps the user is able to submit the form twice). This can be solved by ensuring a token is only ever submitted to the Empello API once for example disabling the button after the first press.

High Level of Datapoint Missing Blocks

Please see here for advice on this block reason.

Clicks and Visits Not Appearing in the Dashboard

Clicks can take up to 15 minutes to appear in the dashboard. If after this time they are still not appearing, ensure you are not using the script in test mode (the script suffix should be -live.js rather than -dev.js); stats are not recorded in test mode to avoid polluting the data.

Token Missing or Expired

If you are receiving the error message Token missing or expired when calling the validation API it is most likely due to the token expiring. Tokens can only be validated for up to 15 minutes after being generated. A simple way to solve this issue is to add a 10 minute refresh to the page containing the token script, for example:

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<!-- Refresh every 10 minutes -->
<meta http-equiv="refresh" content="600">

This issue can also be caused by mixing API versions. If you are generating a token with API v1 but validating with API v2 (or vice versa) then you can see this issue. Please double check that the API versions in each endpoint match, for example !# /api/v2/token/validate/ and !# /api/v2/js/fetch/.