Troubleshooting

Quick fixes for the problems people hit most: tracking, connections, messages and sign-in.

How-to guide · Last updated 27 October 2026

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Tracking code

Problem	Fix
The check never turns green	Make one visit with Open my site and I'll count that visit, accept your own cookie banner, pause ad blockers, and publish or clear your cache. See Check the tracking code is working.
"That code belongs to a different account"	Replace the old code with the code Eric shows you.
"Address in use"	Another account confirmed the code on this address. Ask them to invite you, or ask to be let in.
Eric stopped seeing visitors	Check the code is still on your site, for example after a theme change. Open Tracking and health → Tracking and click Check my site.

Problem	Fix
I can't find a disconnect button	Open Connections from the menu, click the step the tool is in, and click Disconnect. The setup screen offers Fix instead. See Disconnect a tool.
My HighLevel sub-account isn't in HighLevel's list	Sign in to HighLevel as a user who can open that sub-account. See HighLevel.
"This HighLevel login was approved for the whole agency"	Click Use a different login and choose the sub-account on HighLevel's screen. See HighLevel.
I connected the wrong Google or ad account	Click Change next to it to pick another, or Use a different login to sign in with another account.
A tool says Needs reconnecting	Click Reconnect and sign in again.
A tool says Needs attention	Open its step: the tool shows the reason and one button (Choose…, Reconnect or Use a different login). See When a tool needs your attention.
I want to disconnect Shopify	Click Disconnect next to Shopify and confirm: Eric uninstalls his app. See Shopify.

Problem	Fix
Eric hasn't messaged me on WhatsApp	Send him any message. Outside the 24-hour window, messages with buttons wait for your reply. See WhatsApp.
Eric doesn't answer in a Teams channel	Start your message with @Eric.
Eric asks me to confirm it's me	Open the private link he sends and confirm. Then press the button again.
"Changes are for an owner or an admin"	Your level is Can only look. Ask the owner to change it.
I didn't get the preview link	It is sent privately. Check your direct messages with Eric, or open one and press Show me first again.

Ask us, signed in or not, and say what you tried and what you saw. We reply by email, usually within one working day.

Still stuck?

Tell us what you tried and what you saw. You don’t need to be signed in, and we reply by email, usually within one working day.