Why isn’t my campaign appearing?

A campaign may be correctly configured but not eligible to appear for a particular visit. Work through these checks without removing targeting, exclusions, or frequency protections from a live campaign.

1. Confirm what you are testing

Record the campaign, page URL, expected audience, and time of the test. Confirm that you are viewing the intended workspace and campaign. Check the campaign’s current state and schedule against the Live Engagement Campaign guide.

2. Check audience eligibility

Review the selected audience and any segment settings. If the segment itself is unavailable for selection, consult Segment Control Toggles. For campaigns using segment-based distribution, read Audience Distribution; overlapping segments can affect which touchpoint is selected.

3. Check page rules

Compare your test URL with the campaign’s active and excluded pages and the workspace’s globally excluded pages. Refer to Live Engagement Campaign Settings. Do not remove a global exclusion without the responsible owner’s approval.

4. Check frequency, timing, and competing campaigns

• Max Prompt Display Limit can restrict how often a visitor sees prompts.
• Flow Controls can delay progression between stages; they do not override maximum prompt limits.
• Campaign Priority affects selection when campaigns compete for the same audience.

Not seeing a prompt immediately does not, by itself, prove a configuration failure. Record which conditions apply before changing them.

5. Escalate with useful evidence

If the expected eligibility conditions appear satisfied, contact your Hum Customer Success Manager. Include the campaign identifier, test URL, time and time zone, expected audience, visible errors, and the checks you completed. Share sensitive identifiers only through your approved private channel.

Consent and tracking configuration may require an implementation-owner check. This guide does not assume that declining cookies always enables or always prevents campaign behavior.