Troubleshooting

Most popup problems have one of a few causes. Work through the section that matches what you see.

A popup does not appear#

Check these in order. The first three explain nine cases out of ten.

1. Is it switched on? On Wing Popup → Popups the popup's switch must be green, and your changes saved.
2. Have you already seen it? The frequency rules remember that the popup was shown to you and hold it back. Open the page in a private window. While building, set Frequency Mode to Always.
3. Is the page cached? A page cache may still serve the page from before you created the popup. Clear your cache plugin, and your CDN if you use one.
4. Does the trigger fire? With a page load trigger, wait for the full delay. With a click trigger, check that the CSS Selectors value matches your button exactly, including the dot for a class (.my-button) or the hash for an ID (#my-button).
5. Is the page included? With Custom Selection under Display Options, check the include and exclude rules. See Page targeting.
6. Does a rule exclude you? Scheduling, device, role, country or visitor rules may not match your own visit: you are logged in, on a desktop, in another country, outside the scheduled hours.
7. Is there a JavaScript error? Open the browser console (F12 → Console) and reload. An error from another plugin or the theme can stop scripts that come after it. Disable other plugins one by one to find it.

A popup is on but not displayed#

Some popups cannot be shown even though they are switched on. Wing Popup tells you about them in two places:

• a notice at the top of the Overview and Popups screens, listing each such popup with the reason;
• an amber switch in the Popups list, with the reason shown when you hover over it.

The notice can be closed. It then stays away for a week, and comes back sooner if the list of affected popups changes.

A popup appears too often#

• Set Frequency Mode to Cooldown, Once per Session or Once Ever. See Frequency and suppression.
• Lengthen Don't show again after dismissal for. Visitors who closed the popup should not see it again for days.
• If the popup has several triggers, remember they share the counters; but with Disable Cooldown for Click and Hover on, clicks always open it. That is intended.
• A visitor whose browser clears its data on exit, or who uses private windows, counts as new every time.

A popup looks wrong#

• Unstyled or broken layout. Clear your cache and any CSS/JS optimisation plugin's cache. If the problem remains, exclude Wing Popup's files from that plugin's "combine" or "delay JavaScript" features.
• Theme styles leak in. Themes sometimes style every h1 or button. Override them for the popup with Custom CSS.
• Too wide or too narrow. Set Popup Settings → Select Popup Width. See Display mode, size and position.
• Behind another element. A sticky header or chat widget with a very high z-index may cover it. Lower that element's z-index in your theme's CSS.

A form does not submit#

• "Please try again" right after loading. The form was submitted within two seconds, often by a password manager filling it. A second attempt passes. See Spam protection.
• It worked, then stopped. The per-visitor limits apply while you test: 30 seconds between submissions, 10 an hour. Wait, or raise the limits on the form's Advanced tab while testing.
• Nothing happens at all. Look for a JavaScript error in the browser console, and make sure the form is switched on.
• With Turnstile. Wrong keys make every submission fail on purpose. Check the keys under Settings → General → Spam Protection; a dashboard notice reports a rejected key.

Form emails do not arrive#

Wing Popup hands each email to WordPress, and WordPress to your server. On many hosts that mail is not delivered reliably.

1. Look for a dashboard notice. When WordPress refuses to send a notification, Wing Popup shows an administrator the reason.
2. Test as an administrator. Submit the form while logged in as an administrator: the form's error then includes the mail error.
3. Install an SMTP plugin (FluentSMTP, WP Mail SMTP) and connect it to a mail service. This is the real fix, and it repairs password resets and shop emails too.
4. Check the address under the form's After Submit → Send To, and your spam folder.

With Pro, stored submissions keep every message even when an email fails.

Signups do not reach the email service#

See Subscribe form and Email integrations.

Analytics shows nothing#

See Analytics.

Still stuck?#

Contact us with:

• the address of a page where the problem shows;
• what you expected and what happens instead;
• the popup's ID, and a screenshot of its settings if you can.