Checklist isn't appearing

Work through these checks in order. Most issues are caught in the first three steps.

Check that Appcues is installed

Open the Appcues debugger on the page where you expect the Checklist to show. Confirm all rows display green checkmarks.

If any rows show red errors, you have an installation issue that needs to be resolved before the Checklist can appear. See Installation Testing / Debugging for next steps.

Check user eligibility

1. Click Audiences > Users and search for the affected user. See Find and inspect users.
2. Open the Eligibility tab. It lists every live experience and whether the user qualifies for it.
3. To include page and domain rules, enter the page's URL in Page URL and click Check page.
4. If the Checklist shows Not eligible, click See why. Each group of rules shows Met or Not met:
5. Audience not met: the user doesn't match the audience rules.
6. Page not met: the page doesn't match the page or domain rules.

Check page targeting

Use Test URL targeting on the Checklist's settings.

1. Open the Checklist. Its settings open first.
2. In Where this appears, click Test URL targeting.
3. Enter the URL where you expect the Checklist to appear. The result is Will show, Will not show, or Will show when installed (the rules match, but Appcues isn't installed on that domain).

If the result is Will not show, review your URL conditions. Common mistakes are covered in the Page targeting isn't matching section below.

Also confirm the domain where you're testing is ticked under Only the domains I choose in Where this appears. If you're testing in staging but only have your production domain selected, the Checklist won't appear.

User dismissed the Checklist

If the Checklist is configured as dismissible and a user dismisses it, it won't appear to them again. This is permanent — there is no built-in way for the user to bring it back.

To check whether a user dismissed the Checklist:

1. Click Audiences > Users, open the user, and click the Activity tab. See Read a user's activity.
2. Find the Checklist in the experiences they saw. A dismissed Checklist shows as Skipped. Widen the date range if needed; the tab covers the last 90 days.

If you need the Checklist to reappear for a user who dismissed it, reset the user's profile: in Audiences > Users, open the user, click ⋮, then Reset profile. The next time the user is identified, their profile is recreated and they become eligible again.

Resetting a user profile clears all Flow history, event history, and properties — not just Checklist data. Use this with caution.

Checklist item isn't checking off

The Checklist appears, but one or more items stay incomplete even though the user has taken the expected action.

Flow completion criteria

Each item has a Mark complete when setting: The item is clicked, The flow is started, The flow is completed, or The user matches rules.

1. Open the Checklist and click the item.
2. Check Mark complete when and which Flow it uses.
3. Confirm the user started or finished that Flow. On their Activity tab, a finished Flow shows Completed. Also confirm the Flow is published.

User property criteria

If the item uses a User property condition, check the user's profile to confirm the property matches the expected value.

1. Click Audiences > Users and search for the user.
2. Open the user and find the property on the Properties tab.
3. Confirm the value matches exactly — including case sensitivity and data type (string vs. number).

Event criteria

If the item uses an Event condition, the user must have triggered that specific event.

1. Open the user's Activity tab and look for the event in the events they sent. See Read a user's activity.
2. If the event hasn't been triggered, confirm with your development team that the event is being sent via Appcues.track().

Account-level completion

If the Checklist item is set to be completed by anyone on the account (using group properties), the item checks off when any user in the same account meets the criteria — not necessarily the current user. If the item isn't checking off, verify the group property value on the account, not just the individual user.

This type of setup requires special configuration that is explained here: Create Checklist items that can be completed by anyone on an account.

User properties are stale or missing

If you're targeting the Checklist based on a user property that is no longer being sent — or is being sent with incorrect values — users won't match the audience criteria.

Click Settings > Data > Properties, which opens the Properties page in Studio. Find the property you're targeting and check the Last received timestamp. If the property hasn't been received recently, work with your development team to confirm it's still being sent in the Appcues.identify() call.

Page targeting isn't matching

Regex patterns

If using a regex pattern for URL matching, confirm:

• The operator is set to matches regex (not "contains" or "is").
• The pattern is valid. Test it with a regex tester.

AND vs OR conditions

If using multiple URL conditions, check whether they use All (AND) or Any (OR) logic.

Example of a common mistake: You want the Checklist to appear on pages containing "account", "dashboard", or "payments." If you use All (AND), the Checklist only appears on a URL that contains all three words simultaneously (e.g., https://yourapp.com/account/dashboard/payments) — which may not exist.

Switch to Any (OR) so the Checklist appears on any page containing at least one of those words.

Content Security Policy blocking Appcues

Some applications use a Content Security Policy (CSP) that blocks external resources not explicitly allowed. This can prevent the Appcues SDK or Builder from loading.

1. Open your browser's console (right-click > Inspect > Console tab) and look for errors that mention a Content Security Policy related to Appcues.
2. If you see CSP errors, your development team needs to add Appcues domains to the allow list. See Content Security Policies for the required configuration.

Still stuck?

Collect the following and contact support:

• The Checklist's name and Experience ID (on its Settings tab, in Who changed this).
• The affected user's User ID.
• The page URL where the issue occurs.
• If an item isn't checking off: the item name, completion criteria type (Flow, property, or event), and the specific value or Flow it references.
• A screenshot or screen recording showing the problem.
• Any console errors visible in the browser's developer tools.