Pro Troubleshooting

Start here if a CookieRay Pro feature is missing or not behaving as expected. For the free plugin see Troubleshooting & Compatibility.

Quick checks

1. The free CookieRay plugin is installed and active.
2. The CookieRay Pro add-on is installed and active under Plugins.
3. The License screen under CookieRay shows License Active.
4. Show Cookie Consent Banner is switched on in Settings. The trust badge only shows while the banner is enabled, and without the banner the integration tags have no consent signals to follow.
5. If you use a caching plugin, clear its cache after changing a Pro setting.

Pro features stop working when the license isn’t active

Pro features load only while the license is valid. If the license isn’t valid, for example after you deactivate it:

• Geo targeting rules stop applying, so the banner shows to every visitor again.
• GTM, Meta Pixel and Adobe tags are no longer added to your pages by CookieRay.
• The trust badge disappears and scheduled scans stop.

The free features keep working. Custom CSS you already saved keeps applying on the live site, but you can’t edit it until Pro is active again. If you rely on an integration for tracking, check the License page first when tags suddenly stop appearing.

A Pro panel is locked

You see “A Pro license is required… Upgrade or reactivate Pro to unlock this feature.”

• Check the Quick checks above.
• If the License page shows an upgrade prompt and no key field, the Pro add-on isn’t active.
• If activation fails, confirm the key and purchase email match exactly. See License activation.

Integrations

The tag doesn’t appear in the page source. The integration only outputs code when its switch is on and its ID fields are filled in. Adobe needs both the Organization ID and the Datastream ID. Save with Save Integrations, then clear your cache. The code is printed even for visitors in a Geo Targeting hidden country, but in Strict mode GTM and Adobe never load for them. See Integrations.

The tag loads twice. The same container, pixel, or SDK is also added by your theme, another plugin, or hard-coded code. Remove one copy.

GTM or Adobe doesn’t load before I click the banner. That is expected in Strict mode: both wait for analytical consent. In Log Only mode they load straight away. See Google Tag Manager and Adobe Experience Platform.

The Meta Pixel loads before I click the banner. The Meta script does load, but with consent revoked, so it doesn’t track until Marketing consent is granted. See Meta Pixel.

Trust badge isn’t showing

• The badge appears only while Show Cookie Consent Banner is on.
• Check that Show trust badge on frontend is switched on and you saved.
• A caching plugin may be serving an older page. Clear its cache.

Custom CSS has no effect

• The admin live preview doesn’t show custom CSS. Check on a real page in a private window.
• Many banner styles are set inline, and buttons use !important rules. Add !important and a longer selector. See the Custom CSS Reference.
• Make sure it is under 5,000 characters. Anything over is cut off on save.
• Clear your caching or CSS-optimization plugin.

Geo targeting has no effect

Geo targeting needs a country header from your host or CDN, or the PHP GeoIP extension. If no country can be detected, the banner is shown to everyone. Page caching can also serve one country’s result to others. See Geo Targeting.

Scheduled scans don’t run

Scheduled scans use WordPress Cron. If your site has low traffic or WP-Cron is disabled, scans may run late or not at all. CookieRay also skips a scheduled scan when one completed within the last 24 hours. See Scheduled Scans.

Still stuck?

Contact us with your WordPress, CookieRay and CookieRay Pro versions, what you expected, and what happened. Mention whether you use a caching plugin or CDN.