Submit Article Requests

Do you have a suggestion for an article you would like to see created?
Feel free to submit this form and add your suggestions to our document board.

Please fill out the contact form below and we will reply as soon as possible.

  • Appcues Certifications & Training
  • Integration Hub
  • Contact Us
  • Docs home
  • Web Experiences
  • Troubleshooting

Troubleshooting NPS

Some guidance to help you troubleshoot why your NPS stopped showing.

Updated at June 17th, 2025

Submit Article Requests

Do you have a suggestion for an article you would like to see created?
Feel free to submit this form and add your suggestions to our document board.

Please fill out the contact form with the details about the help content you'd like to see.

  • Installation & Developers
    Installing Appcues Web Installing Appcues Mobile API & Data Troubleshooting Extras
  • Web Experiences
    Flows Launchpads Pins Checklists Banners NPS Surveys & Forms Targeting and Triggering Customization & Styling Troubleshooting Use Cases FAQ
  • Mobile Experiences
    Installation & Overview Building Mobile Experiences Mobile Analytics & Integrations Troubleshooting
  • Workflows
    Building & Configuration Use Cases Workflow Analytics and Integrations
  • Account Management
    Subscription Users & Data
  • Analytics & Data
    Experience and Event Analytics Users & Accounts
  • Best Practices
    Best Practices Use Cases Pro Tips Product-led Growth
  • Integrations
    Integration Documents Use Cases Extras
  • System Status
    System Status & Incidents
+ More

Table of Contents

1. Is Appcues installed where the NPS should show? 2. Are you on the right domain? 3. Is the user eligible? 4. Are your user properties still being correctly sent to Appcues? 5. Are there other Flows that are being shown instead of your NPS survey? 6. Is Frequency Limit blocking your NPS? Still stuck?

If your NPS survey suddenly stops showing, that usually means there is targeting issue or an installation error that's blocking the NPS from showing up. Here are a couple of things you can look into to get your NPS survey back up and running.

1. Is Appcues installed where the NPS should show?

The first thing to check when troubleshooting the NPS, is to verify if Appcues is installed properly on pages where you expect the NPS to show up. To do this, open the Appcues debugger (if you don't know how to do this, please check this guide!) and ensure that all rows have a green checkmark like in the screenshot below.

If you see any red errors persisting on any or multiple lines, you're running into an installation issue that needs to be fixed.

2. Are you on the right domain?

Once your debugger is open, it's worth checking that you are on the exact domain you're including in your Page targeting. You can do this by expanding the 'User Identified' section and scrolling down to your _hostname property value.

It should be exactly the same value as the domains you're including on the NPS configuration in Studio – note: these are case-sensitive.

3. Is the user eligible?

Make sure your user meets the NPS targeting rules. Check the segment used (if using) and verify that the conditions match the user. For instance, your NPS is targeting users with a Role = Tester. 

Navigate to Segments & Users and search for your user. If you want to learn more about how you can find users, check out our documentation: Finding a User.

If you compare what value your user has for Role, you can see if there's a mismatch or an issue with capitalization. In this case, the user would not see the NPS because the value is tester (no capitalization). Values entered are case-sensitive.

4. Are your user properties still being correctly sent to Appcues?

If you are targeting your customers based on a property that is no longer being sent or being sent incorrectly, we won't be able to successfully target them for an NPS survey. One way you can check this is by visiting your Properties page and checking for the property as well as the last time we received it:

5. Are there other Flows that are being shown instead of your NPS survey?

Appcues handles coordinating when and where your flows will be displayed. To avoid interfering with your flows, NPS surveys are displayed  only when no other flows are eligible to be shown to that user.

As a result, if there is a flow that is targeting the same page as your NPS survey, your NPS survey may never show. Common examples of this are creating a flow that targets the same page as an NPS survey and is set to show every time to all users. That will never allow an NPS survey to be shown since every user will see the other flow every time.

In these cases, we recommend making your flow targeting more specific or adjusting the page on which your NPS surveys should be displayed.

For testing purposes, we recommend setting the sampling rate to 100 temporarily so that this will eliminate additional targeting qualifications that may cause the NPS to not qualify for your user.

 

6. Is Frequency Limit blocking your NPS?

If you have a strict frequency limit enabled and a lot of live flows showing, it's possible your NPS won't show or show to very few users. You can chose to override it while editing your survey.

Still stuck?

Reach out to our support team for assistance.

nps not showing troubleshoot nps where is my nps

Was this article helpful?

Yes
No
Give feedback about this article

Related Articles

  • Installation Testing / Debugging
  • Create and style your NPS
Appcues logo

Product

Why Appcues How it works Integrations Security Pricing What's new

Use cases

Appcues Integration Hub User Onboarding Software Feature Adoption Software NPS & Surveys Announcements Insights Mobile Adoption

Company

About
Careers

Support

Developer Docs Contact

Resources

The Appcues Blog Product Adoption Academy GoodUX Case studies Webinar Series Made with Appcues Appcues University

Follow us

Facebook icon Twitter icon grey Linkedin icon Instagram icon
© 2022 Appcues. All rights reserved.
Security Terms of Service Privacy Policy

Knowledge Base Software powered by Helpjuice

Expand