How do I solve issues with web personalization?

In this article, you will learn how to resolve errors from web personalisation. This functionality is available for Professional subscriptions.

What if I use an 'Accept our cookies' button on my website?

The website tracking code must be loaded by default. If you have an 'Accept our cookies' button, this function will not work. You will need to remove the cookie notification first to be able to use the web personalisation function.

What to do when encountering an error message?


If this error occurs, you can check the following:

The URL is incorrect

When the URL is incorrect:

  1. Click on the 'Edit URL' button on the banner and enter the correct URL.
  2. Click 'Save changes'.
  3. Click 'Test connection' in the banner.

When the URL is correct:

Ensure that the URL is on the trusted list. You can do this by clicking on 'Website' and then 'Website tracking'. This will take you to the Tracking page in your MailBlue account. From here, you can view a list of all trusted URLs and ensure that the 'Web personalisation' box is checked for the URL you want to use.

If the domain is on the trusted list on the website tracking page, there may be an issue with the code.

The tracking code is not embedded

Check if the website tracking code is embedded in the <header> of your webpage.

If it is not embedded:

  1. Click on the 'Show code' button on the banner.
  2. Copy the code.
  3. Paste the code in the <header> of your webpage.

The embedded code is outdated

The tracking code for web personalisation is exactly the same code used for website tracking. If this code has been embedded on your site after March 2019, the code is up-to-date.

If the code was embedded before March 2019, it is outdated. To resolve this:

  1. Click on the 'Show code' button on the banner.
  2. Copy the code that is displayed.
  3. Paste the code in the <header> of your webpage.

Website tracking or web personalisation is not selected on the tracking page

Both the checkboxes for website tracking and web personalisation must be selected on the Tracking page in your MailBlue account.

  1. Click on 'Website' in the left menu.
  2. Click on 'Website tracking'.
  3. Ensure that the 'Website tracking' and 'Web personalisation' checkboxes are selected.

If none of the above solutions resolve the issue, your server may be preventing the page from being displayed in an iFrame. Another indicator that the issue may be related to the security settings of the <header> is that the website is not loading and a 'Broken' icon is displayed, as shown below.


Your server is preventing the page from being displayed in an iFrame

This can be caused by [X-Frame Options] being set to [SameOrigin].

If you are using a Shopify site, go to the third option below.

To resolve this, you can do the following:

  • Contact your hosting or domain provider to see if they can add our domain to the trusted list on the X-Frame options or enable/disable it.
  • [Advanced] If you have access to the .htaccess file (found in your cpanel), you can update this file to allow a different domain to display your page in an iFrame. Add this line to your .htaccess file:
    Header add Content-Security-Policy "frame-ancestors 'self' ';"
  • If you do not want to work with your hosting provider or do not have access to your cpanel, we recommend using the requestly extension to bypass the X-Frame issues.

Error when saving banner changes

If this happens, try saving the experience again. You can also refresh the pages and reapply the changes.

Please note that if you have made previous changes to other elements and the save was successful, those changes will not be lost when you refresh the page.


Image source URL error

This appears when you try to use an unsupported file type. Make sure the file for your image is a JPG, JPEG, PNG, SVG, GIF, or WEBP.


  • The image must be hosted by an image hosting provider, such as your own website or
  • The URL placed in the image source URL field must end in the supported file format
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