This article will cover some FAQ's and tips to help troubleshoot common issues with the Google Tag Manager (GTM) integration.
There are some tools to help troubleshoot Google Tag Manager (GTM) issues and double check everything is working as expected. These tools help us see if the tags are firing correctly be it on your website or through the Cliniko hosted booking portal:
Already have the tools installed? Jump to the FAQ section.
Google Tag Assistant -- GTM Preview
Tag Assistant can be used directly from your Google Tag Manager (GTM) account and doesn't require an installation. There is a browser extension available if preferred.
The "Preview" option is available near the top of your Tag Manager Workspace:
Tag Assistant will open in a new tab where you will be asked to input the domain where GTM is installed:
The Cliniko hosted booking URL can be found in Settings → Online bookings:
Tag Assistant will load in a separate browser tab and show what's happening inside the GTM container:
This Google support article will help help with using the Tag Assistant: https://support.google.com/tagassistant/answer/10039345
Meta Pixel Helper
The Meta Pixel Helper extension can be added to your Chrome browser:
The extension will appear in the top-right, looking for any Meta Pixels on the page:
This Meta support guide will help with using the Meta Pixel Helper: https://developers.facebook.com/docs/meta-pixel/support/pixel-helper
Google Analytics 4:
I can't see any tags on my online bookings pages
Here are some common reasons for tags not firing:
1. Unpublished tags in GTM 🙈
On your GTM Workspace, check for and Submit any unpublished "Workspace Changes":
2. GTM container ID doesn't match the ID in your Cliniko account 🖇️
Your GTM container ID is located on your GTM workspace:
It should match the "Google Tag Manager Container ID" in the connected Cliniko account. This field is located under Settings → Online bookings:
3. Cookie Consent is required for GTM 🍪
A Consent prompt is offered to new visitors and needs to be accepted before any tracking can occur:
4. Browser or browser extensions preventing GTM from working 🔐
Some browsers, such as "Brave", don't allow for tracking. As a result, GTM won't work and tags will fail to fire. Chrome is the best browser to use when troubleshooting.
Some browser extensions interfere with tracking, and prevent tags from firing. Disabling extensions is recommended if tags are not firing as expected.
5. Website errors preventing tags from firing ❌
Right-click on the page and click the "Inspect" option. This will open developer tools where we can see what's happening behind the scenes 🔎
The "Console" panel will display any errors on the website:
Not seeing any activity in Google Analytics 4
There are a couple reasons why you're not seeing activity in GA4 Realtime tab.
If the troubleshooting tools show the tag is firing and still no activity in GA4, open the Realtime time in GA4 in a new browser window. When viewing the Realtime tab, open Cliniko bookings in another window and see if the active user count changes:
If the counter doesn't change within 2-minutes, then we have an issue with data flowing through to GA4.
A common reason for data not flowing through to GA4 is an incorrect measurement ID.
Open the "Data streams" setting in the Admin panel. The Admin panel can be found in the bottom-left of your Google Analytics account:
Choose the account you're using with Cliniko Bookings and find the "Measurement ID":
Confirm the "Measurement ID" matches in your Google Tag Manager configuration:
No activity in Meta Business Manager
Is the Meta Pixel (previously known as Facebook Pixel) appearing on the bookings pages when using Meta Pixel Helper? If not, check "Why are my tags not appearing in online bookings?" above.
The first troubleshooting step is to check the tag configuration in GTM. Open the "Tags" area in GTM and select the Custom IMG tag from the list:
Double check your Image URL. Your Meta Pixel ID in the URL should not contain any curly brackets around it and should look similar to this:
The above Image URL is a working example.
In your Meta Business Manager account, head over to Data sources → Test events → Test browser events:
Enter the URL where your Cliniko online bookings is located, click "Open website" and test a booking. You should see the event activity tracker fill up as you complete a booking:
The URL isn't changing to track conversions with embedded bookings
The iframe URL is working in the background and won't appear in the main browser URL bar. Here's a view from the Network panel showing the "bookings/confirmation" page changing in the background:
Duplicate tracking in the embedded bookings
Depending on what your end goal is, duplicate tracking may not always be an issue. Things like conversions will only be tracked once as they have a specific trigger.
You can add an Exception to a tag so it doesn't fire on the page you've embedded the Cliniko bookings iframe.
To get started, login to your GTM account and open the tag you wish to apply the Exception. In the "Triggering" section, select "Add Exception":
Click the ✚ sign in the top-right:
Then anywhere in the "Trigger configuration" area:
Select "Page View" as the type of trigger:
Choose "Some Page Views" and set the parameters to match the following:
Page path where iframe is embedded✩
Once everything has been completed, don't forget to save the Exception and publish your changes.