When something in CDP does not work
The most common CDP problems in one place — no events, numbers that differ from the store, duplicates, a store that does not sync, empty segments, missing menus — with the fix or the page that has it.
Start with the symptom. Each answer is short and points to the page that explains it fully.
No data arrives
Symptoms: the dashboard is empty, Events shows No events yet, a site is No Data.
The script is not running on your live site, or its events are blocked. Run the two-minute test and the browser checks in Check that tracking works, and fix it when it does not. The usual causes: the tag was never published or a theme update removed it, a cache serves old pages, a strict consent mode waits for Accept, your site's Content Security Policy blocks cdp.monfri.net.
Page views arrive, store events do not
The site type is not E-commerce or the platform is not recognised. In Settings → Tracking & SDK, set E-commerce and the Platform, then Update script. See Sites in CDP: the domains that send you data.
The store does not sync
Commerce → Connections shows an error or disconnected. Usually the key was revoked or replaced in the store. Create a new key and connect again — see Connect your online store and Store sync: how often, what, and when it fails.
Revenue or orders differ from the store's report
The two count differently — later edits and refunds, the time zone, which orders count, gross against net. Commerce → Connections → Data health compares them order by order. See E-commerce analytics: revenue, orders and conversion.
One person, two profiles
They used two browsers and identified only on one, or two e-mail addresses. Merge them with Merge Profile — see Customer profiles: everything CDP knows about one person and How Monfri recognises a visitor.
A customer is missing or anonymous
Store customers get a profile only when they have an e-mail address; visitors only when they identify themselves on the site. See How Monfri recognises a visitor.
A segment has 0 members, or the wrong people
- Wait a few minutes after saving — or for the night, for a segment marked Updated daily.
- Check it is Active.
- Loosen the conditions one at a time; compare values and event names with real ones in Audience → Events.
See Segment conditions: the complete reference and Using segments: live and daily, growth, and where they work.
A flow did not start for a segment's new members
The first fill of a new segment and big waves after a rule change do not start flows, on purpose. See Using segments: live and daily, growth, and where they work.
A menu or a screen is missing
- Commerce and E-commerce appear only for a site of type E-commerce; News, Newsroom Intelligence and Brands only for News / Blog.
- Your access may be limited to some CDP sections, or your CDP role is Viewer. An owner or admin can change it — see What each person can open: service access.
Recommendations do not show
Check the placement is Active, the page matches its pattern and the CSS selector still exists — see Recommendations: Reco Studio, widgets and their results.
Error messages
| Message | Meaning |
|---|---|
| Exporting personal data needs a workspace admin, or the "Can run GDPR export" permission in Monfri. | Ask an owner or admin for the permission. |
| Super-admin access required | Only a workspace owner can delete a person's data. |
| Only the workspace owner can delete the workspace | Workspaces are deleted in the Hub — see Cancel, export everything, delete a workspace or your account. |
| Invalid or revoked API key | The key was revoked or belongs to another workspace — create a new one. |
Still stuck
Write to [email protected] with the workspace, what you did, what you expected and a screenshot. For a problem with tracking, add what the browser's Console and Network tabs show. The status page shows whether something is down on our side.