Frequently asked questions
Answers for publishers and advertisers integrating Collective Audience. For the full technical docs FAQ, see our public documentation.
Open docs FAQI can't see the widget
First, check that the SDK is installed correctly with our diagnostics script.
If diagnostics look fine, you may simply not be logged in to the platform. Open the dashboard, sign in, then reload your page.
My website uses infinite scroll
Infinite scroll can cause the widget to load a new creative when that is not intended.
To preserve slots already rendered on the page, set refreshExistingSlots: false in your init call:
BeOpSDK.init({
account: "YOUR_ACCOUNT_ID",
refreshExistingSlots: false,
});Why does the widget font look different across browsers or devices?
The widget can only use fonts that are available in the visitor's environment: a common system font (for example Arial), or a webfont your site already loads for all readers.
If you set a custom font that is not installed on every device and not served by your site, browsers fall back differently. Prefer a cross-platform stack, or load the webfont on the publisher page so the widget can inherit it.
The widget looks cut off, left-aligned, or not centered in the slot
Our creatives are responsive. If the host slot (ad server, parallax, or fixed iframe) forces a fixed height or width smaller than the creative needs, the experience can look clipped or off-center.
Give the slot enough height for the content, avoid hard-coding a short mobile height when the format grows with content, and check that parent wrappers are not forcing left alignment. If you use a fixed size like 300×600, make sure it matches the creative's real rendered size.
Frequency capping does not work. What should I check in the CMP?
Frequency capping needs a stable user identifier stored when consent allows it.
In your CMP, enable Collective Audience (BeOp), IAB TCF Vendor ID 666, for both consent and legitimate interest where applicable. If the vendor is off, we cannot set the user cookie, so capping and related limits will not apply.
How do I whitelist BeOpBot (crawler) on my site?
Publishers sometimes need to allow our crawler so creatives and pages can be verified.
Use the User-Agent Mozilla/5.0 (compatible; BeOpBot/<version>). Our crawl IPs are dynamic, so whitelist by User-Agent rather than a fixed IP list. If robots.txt disallows the bot, we fail silently and URLs may appear unavailable in the desk.
Ad blockers hide our formats. What can we do?
Some filter lists block domains used to serve editorial and conversational formats after brand or domain changes.
If readers with popular blockers never see the experience, ask them to whitelist your site or our serving domains, and contact your Collective Audience account team. We maintain allowlist requests with major lists when editorial (non-intrusive) formats are wrongly blocked.
How do I install the SDK on WordPress?
Follow the WordPress section in our JavaScript SDK documentation.
Load the SDK from Collective Audience (not a stale local copy), place the slot markup where the experience should appear, then validate with diagnostics.
Can I white-label the widget (hide logo, sponsored label, privacy link)?
Yes, when your account is allowed to. In the desk, open account configuration features to permit hiding the Collective Audience logo, sponsored or demo labels, account name, and privacy link. Then choose what to hide per creative in the design settings.
Ask your account team if white-label options are not visible on your account.
The SDK does not load. Could another script on the page be blocking it?
Yes. A failing third-party identity or consent script on the page can prevent our SDK from initializing.
Run diagnostics, check the browser console for errors from other vendors, and fix or isolate the broken script. Once the page loads cleanly, reload and confirm the widget appears.
Where are form leads stored?
Leads can be sent to the endpoints you configure (CRM, webhook, email) and, depending on your account setup and contracts, may also be available in Collective Audience for reporting and operations.
For the exact retention and destinations on your account, check with your account team or review your data processing terms.
On CTV, can an answer play a video instead of opening a site?
Conversational CTV formats typically deep-link or click out according to the creative and the inventory rules of the publisher or platform.
Playing an extra in-stream video on answer (instead of a redirect) is not always available and depends on the format, the device environment, and what the campaign is set up to do. Ask your account team what is supported for your CTV buy.
Can I add pixels to my creative or campaign?
Yes. In Audience Desk you can attach **external trackings** (Google, Meta / Facebook, LinkedIn, DoubleClick, custom image pixels, and more) on a campaign and/or a creative, and choose which event fires them (visible impression, first engagement, vote, click, form submit, video quartiles, …).
Setup steps, events, and consent notes are in External trackings.
Can I put Google and Meta pixels on the same creative?
Yes. Add one tracking row per vendor (or per event). A common setup is one Meta (Facebook) tracking plus one Google tag on the same creative or campaign.
See External trackings for Desk configuration and testing tips.