Troubleshooting

Each entry below gives the symptom, the cause and the fix.

The quiz does not show on the page

Symptom: The page loads, but there is no quiz, or there is only a message.

Cause and fix, in order:

1. The quiz is not published. Draft and archived quizzes render nothing. Go to All Quizzes and choose Publish from the row menu. Imported and duplicated quizzes start as drafts.
2. The ID is wrong. Copy the shortcode again from the Summary tab. The shortcode needs the quiz ID, like [quizably_quiz id="123"].
3. The block has no quiz selected. In the Advance Quiz block, open the Quiz panel and choose a quiz under Choose quiz. Visitors see “Choose a quiz in the block settings.” if you skip this.
4. The shortcode is in a place that does not process shortcodes. Move it into a Shortcode block.
5. A cache is serving an old page. Clear your page cache and your CDN cache.
6. An optimization plugin is delaying or combining JavaScript. Exclude Quizably scripts from minify, combine and delay options. The quiz script loads as a module.
7. A firewall or security plugin blocks the quiz requests. Allow the /wp-json/quizably/ routes.

The message “This quiz requires JavaScript.” means the visitor’s browser has JavaScript off.

The quiz shows, but old content appears after I edit it

Cause: A page cache stores the quiz content inside the page.

Fix: Clear the cache after each change to a quiz.

Personality quiz always shows the first result

Symptom: Many visitors get the first result in your list.

Cause: The visitor chose no answers that are mapped to a result. When the tally is empty, the quiz shows the first result on screen. The stored submission has no result, so it is missing from Result distribution.

Fix: Open the Questions tab and check that each answer has a result selected using the result button on the answer row. Only mapped answers count. Short text and rating questions do not count toward a personality result.

Ties go to the result listed higher on the Results tab. Reorder the results if you want a different tie winner.

Trivia quiz shows the first tier, or the score looks wrong

Symptom: A visitor with a score that does not fit any tier sees the first result.

Cause: Score bands have gaps. A new tier starts at 0 to 0, so an unset tier only matches a score of exactly 0. The first band that contains the score wins, so overlaps favor the higher one in the list. A score in a gap falls back to the first result on screen and is not counted in Result distribution.

Fix: On the Score bands tab, set Min and Max on every tier so the whole range is covered without gaps.

Trivia scores 0 even when answers are right

Symptom: Everyone gets a score of 0, or the score is lower than expected.

Cause: Ticking Correct on an answer does not give it points. The Pts value defaults to 0.

Fix: On each correct answer, enter a number in Pts, for example 1. Also remember that short text and rating questions are never scored.

A survey ends on a plain “Thank you” screen

Symptom: After the last question, the visitor sees “Your response has been recorded.” and a Take again button, not your own message.

Cause: The survey has no result. Without one, Quizably shows its built-in thank-you screen.

Fix: Open the Result tab and add a result with a title and message. For a poll, use the Tally tab. See Surveys and polls.

A poll shows “Results are not available right now.”

Cause: The visitor’s browser could not load /wp-json/quizably/v1/public/quiz/{uuid}/poll-results. A firewall, a security plugin or a rate limit can block it. The same message shows if the quiz is not published.

Fix: Allow the /wp-json/quizably/ routes, and check that the poll is published. The tally is cached for 20 seconds, so a vote from another visitor can take that long to appear.

Double opt-in: the confirmation email does not arrive

Cause: The visitor still moves on to their result and sees “Check your inbox.” even if the email could not be sent. Your site probably cannot send mail.

Fix: Install an SMTP plugin and send a test message. Check the spam folder. Until the visitor clicks the link, the lead shows Pending and the lead webhook and new-lead email have not fired. See Double opt-in.

A popup or slide-in does not open by itself

Cause and fix: The default trigger is a click on the button. Add trigger="delay", trigger="scroll" or trigger="exit". With once="session" (the default) an automatic open happens once per browser session, and once="day" once per 24 hours. Exit intent works only with a mouse. See Popup and slide-in embeds.

Webhook is late, or data is missing

• Deliveries arrive late or never. Webhooks are sent in the background by WordPress cron, not during the visitor’s request. If your site sets DISABLE_WP_CRON, a real server cron must call wp-cron.php, or nothing is delivered.
• I get the lead but no result. A quiz with a form sends two messages: lead_captured when the form is submitted and submission_completed when the quiz is scored. The completed message carries the lead too. For one record per visitor, use only event equal to submission_completed. See Webhooks.
• No lead_captured message for a lead. The quiz uses double opt-in, and the visitor has not clicked the confirmation link yet.
• Nothing arrives. Check that the toggle is on, the quiz is published and the URL is public. Addresses like localhost and private network addresses are refused, which matters when you test on a local site.
• Retries. Failed deliveries are retried up to 3 times, after about 1, 2 and 4 minutes. Retries also use WordPress cron.

Email alerts do not arrive

Cause and fix:

1. The alert is off. In Settings, turn on Email me on new submissions or Email me on new leads. Both are off by default.
2. Your site cannot send mail. Quizably uses the standard WordPress mail function. Install an SMTP plugin and send a test message from it.
3. Mail goes to spam. Set a From address on your own domain in Settings.
4. The recipient is invalid. Check Notifications recipient. If it is empty, the WordPress admin email is used.

Leads are not saved

Symptom: Visitors say they filled in the form, but nothing appears in Leads.

Cause: If the server rejects the form, the visitor still moves on to the result and the lead is not saved. Common reasons are an invalid email address or hitting the rate limit (60 requests per minute and 300 per hour per IP address). Shared networks share that allowance.

Also check: The Show the form setting on the Form tab is not Off. A new quiz has no form until you turn one on. The Leads search only matches emails.

Refreshing the page

Symptom: After a refresh, the visitor sees “Resume where you left off?” with Resume and Start over, or the quiz starts from the beginning.

Cause: Quizably saves progress in the visitor’s browser for 7 days, so a refresh offers to resume. Names, emails and typed answers are never saved, and a different browser or device has no saved progress. Each page load, and each resume, starts a new submission, so the earlier one stays unfinished. Progress is also dropped when you edit the quiz’s questions or answers, and when browser storage is blocked.

Fix: If you do not want the prompt, there is no setting to turn it off. Keep quizzes short.

Completion rate looks low

A submission is counted when the quiz loads, not when the visitor clicks Start quiz. See Analytics.

A quiz opened from a block cannot be found

The block picker lists only the 100 most recently updated quizzes. If your quiz is older, use the shortcode instead.

Related

• Embed a quiz
• Trivia scoring
• Webhooks
• Frequently asked questions