Help Center · FAQ & troubleshooting · Why isn’t an engagement showing up?

Why isn’t an engagement showing up?

Usually a sync delay, a missing Insight Tag, or dedupe doing its job — here is how to tell which.

You watched someone scan the box and the dashboard has not moved. Almost always one of four things:

  • Sync delay — brochure events (opens, watches, location pings) arrive via a periodic sync, so expect a few minutes of lag. The Refresh button on the Analytics page pulls the latest brochure data immediately.
  • Missing Insight Tag — QR scans record instantly, but landing-page dwell only exists if the destination page carries the Insight Tag. Scan tracked, no dwell showing: check Settings → Domains for that hostname.
  • Scan dedupe — repeat scans from the same device within 60 seconds collapse into one engagement. Scanning three times in a row to test produces one event, on purpose.
  • Bot filtering — link scanners and preview crawlers hit QR destinations constantly. Boxli filters automated traffic, so those visits never inflate your counts.

To diagnose: open the send’s page and check its engagement story. If the scan is there but analytics looks stale, it is windowing — check the date-range pills. If the scan is missing entirely after a refresh and a few minutes, verify you scanned the actual printed code from the box (a reprinted or shared image of a QR code still tracks to its original send).

Still nothing after that? Contact Boxli with the send link and a timestamp — we can trace an individual event end to end.

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