Identifying users in custom behaviour events created with the extension.

[AlGa]

Hi all,

I hope I am posting this in the right place, this is my first using the community forums and Hubspot in general.

I am working in a company that uses Hubspot for contact management and other automation. They've asked me to check how to integrate the behavior events in our app to analyze usage.

I found that the tracking script was placed in the code base some time ago so I created Custom Behavioral Events with the chrome extension, so the sales people can make reports on that data.

My issue is that sometimes the contact can be identified and other times not. Any idea why the tranking code might not find the user?

[GRajput]

Hi @AlGa 

There are a few reasons why the HubSpot tracking code might not find the user.

* **The tracking code is not installed correctly.** Make sure that the tracking code is installed correctly on all of the pages that you want to track. You can verify that the tracking code is installed correctly by opening a page in your browser and viewing the source code. The tracking code should be located at the top of the page, before any other scripts.
* **The user has blocked tracking.** Some users have chosen to block tracking scripts. If a user has blocked tracking, the tracking code will not be able to identify them.
* **The user is not logged in to HubSpot.** The tracking code can only identify users who are logged in to HubSpot. If a user is not logged in, the tracking code will not be able to identify them.
* **The user is using a privacy-focused browser.** Some browsers, such as Firefox and Chrome, offer privacy features that can prevent tracking scripts from running. If a user is using a privacy-focused browser, the tracking code may not be able to run.

If you are still having trouble identifying users, you can contact HubSpot support for assistance.

Here are some additional tips for troubleshooting tracking issues:

* **Use the HubSpot tracking debugger.** The HubSpot tracking debugger can help you to troubleshoot tracking issues. To use the tracking debugger, open a page in your browser and click on the "Debug" button in the HubSpot tracking code. The debugger will show you a list of all of the events that have been triggered on the page.
* **Check your HubSpot settings.** Make sure that your HubSpot settings are configured correctly. You can check your HubSpot settings by going to **Settings** > **Tracking**.
* **Contact HubSpot support.** If you are still having trouble, you can contact HubSpot support for assistance.

Hope this will helps you out. Please mark it as Solution Accepted to help other Community member.
Thanks!

[Jaycee_Lewis · Accepted solution]

Hi, @AlGa 👋 Welcome to the community! Thanks for your question. 

Hey, @himanshurauthan @piersg @PCleaud, do you have any feedback to share with @AlGa?

My instinct says it could be any or none of the following. But it's hard to say without more information:

• Check if the Contact has previously submitted a form on a page with the HubSpot tracking code

• We cannot check for this, but occasionally a user clears their caches and cookies between visits

• Same if they use a private/incognito browser window

• Some users have a browser extension that blocks tracking scripts or cookies

• Every so often, the tracking code is not properly installed on every page of your site, or it's blocked by a content security policy (long shot, but it happens)

Best,

Jaycee

[AlGa]

You are right, it is related to cookies. I did some tests on my local machine. Thanks for the help.

[Jaycee_Lewis]

Hey, @AlGa 👋 Thank YOU for letting us know what worked. — Jaycee