Troubleshooting & FAQ

Common issues and frequently asked questions

Find solutions to common issues and answers to frequently asked questions. If you can't find what you're looking for, contact our support team.

Common Issues

Step-by-step fixes for the most common problems

Tracking Script Not Working

The script is installed but you're not seeing any data

1. Verify the script is in the <head> tag

The ClearView tracking script must be placed inside the <head> section of your HTML, before the closing </head> tag. If it is placed in the body, it may load too late to capture early page views.

Open your page source (Ctrl+U or Cmd+U) and search for clearview to confirm the script tag is present and in the head.

2. Check that your site key matches

Your tracking script contains a site key that links data to your account. Verify it matches the key shown in Settings > Sites in your dashboard.

A mismatched site key means data is either being sent to the wrong account or rejected entirely.

3. Check for ad blockers or privacy extensions

Ad blockers (uBlock Origin, AdBlock Plus, etc.) and privacy extensions (Privacy Badger, Ghostery) may block the ClearView script from loading or sending data. Try disabling these extensions temporarily and reload the page. Note that your site visitors with ad blockers will also not be tracked -- this is expected behavior.

4. Check the browser console for errors

Open your browser's developer tools (F12) and go to the Console tab. Look for any errors containing cv or clearview.

Common errors include:

Failed to load resource -- script URL is incorrect or blocked
Invalid site key -- site key doesn't match any account
CORS error -- domain is not on your allowed domains list

5. Use the test button in the dashboard

Go to Settings > Sites and click the "Verify Installation" button. Enter your website URL and ClearView will check whether the script is correctly installed and sending data. This is the fastest way to confirm everything is working.

Integration Not Connecting

CRM or third-party integration won't connect or sync

Check your API key is correct

If the integration uses an API key, verify that you copied the full key without extra spaces. Some services have different keys for test and production environments. Make sure you are using the correct one.

Check permissions

The API key or OAuth token may not have sufficient permissions. For CRM integrations, ClearView typically needs read and write access to contacts and companies. Check the integration's settings page in your CRM to verify the required scopes are granted.

Try disconnecting and reconnecting

Go to Settings > Integrations, find the integration, and click "Disconnect". Wait a few seconds, then reconnect. This resets the OAuth token and can resolve expired credential issues.

Check if the service is "Coming Soon"

Some integrations listed in the dashboard are not yet available and are marked with a Coming Soon badge. These cannot be connected yet. Contact support if you want to be notified when a specific integration launches.

No Companies Showing Up

The script is working but the companies list is empty

Wait a few minutes

Company identification is not instant. After the script captures a visitor's IP, ClearView needs to resolve it against its database. This typically takes 1-5 minutes for the first identification to appear. Check back after a few minutes.

Not all IPs resolve to companies

ClearView identifies companies by mapping IP addresses to known business networks. Residential IPs, VPN traffic, and mobile networks generally cannot be resolved to a specific company. This is expected -- ClearView focuses on B2B visitors from corporate networks.

Make sure you have real traffic

Your own visits from home or a VPN will likely not resolve to a company. You need real traffic from potential customers visiting your site from their corporate networks.

If your site is very new or low-traffic, it may take a few days to accumulate enough business visitors for identifications to appear.

Testing tip

Ask a colleague on a different corporate network to visit your site. Their visit should appear as an identified company within a few minutes.

Identification Paused (Maintenance Mode)

Why new identifications might be temporarily paused

ClearView occasionally enters maintenance mode on the identity-graph layer — usually during the monthly identity graph rebuild. While maintenance is active:

The tracker keeps capturing pageviews normally; nothing on your site changes
Newly seen visitors won't resolve to a person until the window ends — you'll see them as anonymous in the dashboard
Already-identified companies and contacts continue to resolve from cache
A banner appears at the top of your dashboard so you know what's happening
Webhooks for company.identified and lead.hot keep firing for cached resolutions

Maintenance windows automatically expire after up to three hours. No action is needed on your end — identifications resume immediately when the window closes, and pageviews seen during maintenance are eligible for retroactive resolution if they return to your site afterward.

Want a programmatic signal?

The public health endpoint GET /api/health/5x5-data returns ok: false with a maintenance flag during the rebuild window. Check it from your monitoring stack if you want to alert internally.

Content Security Policy (CSP) Issues

The tracker is blocked by a strict CSP on your site

If your site ships a strict Content-Security-Policy header, the ClearView tracker may be blocked from loading or sending events. You'll see errors like Refused to load the script or Refused to connect to in your browser console.

Add the following directives to your CSP:

Content-Security-Policy:
  script-src  'self' https://democlearview.com;
  connect-src 'self' https://democlearview.com;
  img-src     'self' https://democlearview.com data:;

If you have a custom partner / white-label domain, replace democlearview.com with your branded domain. The tracker only fetches resources from its own origin — no external CDNs, no third-party loaders.

Nonce-based CSP

If you use script-src 'nonce-...', add the nonce attribute when you embed the tracker tag:

<script
  src="https://democlearview.com/api/track/t.js"
  data-site="YOUR_SITE_KEY"
  nonce="YOUR_REQUEST_NONCE"
></script>

Reporting endpoint

ClearView never sends inline scripts, so 'unsafe-inline' is not required for the tracker. If your CSP report-uri starts firing for ClearView, it usually means a different script on your site is the actual offender — check the browser console for the exact blocked URL.

Login Issues

Can't sign in or having authentication problems

Clear cookies and try incognito mode

Stale cookies or cached sessions can prevent login. Clear your browser cookies for app.democlearview.com or try opening the login page in an incognito/private window. If login works in incognito, the issue is likely a browser extension or cached data.

Check OAuth provider settings

If you sign in with Google or GitHub, make sure:

You are using the same email address you originally signed up with
Your OAuth provider account is not suspended or locked
Third-party app access is not disabled in your Google or GitHub settings
Pop-ups are not blocked (OAuth requires a pop-up window on some browsers)

Password Reset

Forgot your password or need to change it

Reset via email

If you signed up with email and password:

Go to the login page at democlearview.com/login
Click "Forgot password?" below the password field
Enter the email address associated with your account
Check your inbox for a password reset link (check spam/junk if not found)
Click the link and set a new password

Reset links expire after 1 hour. If your link has expired, request a new one.

Google / OAuth sign-in

If you sign in with Google, your password is managed by Google, not ClearView. To change your password, go to your Google Account security settings. If you cannot access your Google account, follow Google's account recovery process.

Change password while logged in

If you are already signed in and want to change your password, there is currently no in-app password change. Sign out and use the "Forgot password?" flow on the login page to set a new password.

Account Closure & Data Deletion

How to cancel and what happens to your data

How to cancel your subscription

Go to Settings > Billing in your dashboard
Click "Manage Subscription"
Click "Cancel Plan"
Confirm the cancellation

Your plan stays active until the end of the current billing period. After that, your account is downgraded to the Free plan.

What happens to your data after cancellation

Your data is retained for 30 days after downgrade to the Free plan
During this period, you can reactivate a paid plan to restore full access
After 30 days, data exceeding Free plan limits is permanently deleted
We recommend exporting your data before cancelling using the Data Export feature

Request full data deletion

To request immediate and complete deletion of all your account data (without the 30-day grace period), email privacy@democlearview.com from the email address associated with your account. We will confirm deletion within 5 business days. This action is irreversible.

Delete individual contact records

You can delete individual contact records at any time without cancelling your account. Navigate to the contact in your dashboard and click the delete button. Deleted contacts are permanently removed and cannot be recovered. This is useful for honoring data subject deletion requests (GDPR/CCPA).

Billing & Plan Questions

Understanding plan limits and billing

How plan limits work

Each plan includes a monthly limit on the number of identified companies. This counter resets at the start of each billing cycle.

Free: 25 identifications / month, 1 site, 1,000 page views
Starter ($59/mo): 300 identifications / month, 2 sites, 25,000 page views
Growth ($149/mo): 1,500 identifications / month, 5 sites, 250,000 page views
Pro ($349/mo): 5,000 identifications / month, 10 sites, 1,000,000 page views

What happens when you exceed limits

When you reach your monthly identification limit:

The tracking script continues to work and collects anonymous page view data
New company identifications are paused until the next billing cycle
Existing identified companies continue to be tracked and their lead scores update
You will receive an email notification when you reach 80% and 100% of your limit
You can upgrade your plan at any time to immediately increase your limit

Frequently Asked Questions

Quick answers to the most common questions

ClearView collects two categories of data:

From your tracking script (collected directly):

IP address (used for company identification, not stored long-term)
Pages visited and time spent on each page
Referral source (where the visitor came from)
Browser and device type (user agent)
Geographic location (city/country level, derived from IP)

From identity resolution (resolved from licensed data sources):

Company name, domain, industry, and employee count (via IP-to-company mapping)
Contact name, email, job title, phone, and LinkedIn URL (via identity graph matching, when available)

ClearView does not collect form inputs, keystrokes, mouse movements, or any data from third-party cookies. Person-level identification is resolved through licensed professional data sources and identity graph matching — not by capturing what visitors type on your site. See our Privacy Policy for full details.

Still Need Help?

Can't find the answer you're looking for? Our support team is happy to help.

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