If your Axeptio banner does not appear on your website, this may be related to:
the status of your plan or billing,
an unpublished configuration,
a recent update to your integration (for example via Google Tag Manager),
Axeptio not being loaded on the page,
or a JavaScript error.
Follow the steps below in order. In most cases, the issue can be identified and resolved quickly.
Step 1 — Check your plan and billing status
Start by checking the status of your Axeptio plan and billing.
Depending on your situation, the banner may be automatically unpublished:
Free trial
If you are using Axeptio on the free plan, the banner may be unpublished if you exceeded the limit of 200 unique visitors over a 30-day period for more than 21 days. More information about the free trial.
Active subscription
If you have an active subscription, the banner may also be unpublished if there is an issue with billing (for example, a failed or overdue payment).
👉 In these cases, the issue is not related to the technical integration.
Check your status directly in your Axeptio admin (plan, subscription, or billing status), or look for an error message related to your account status in your browser console.
If needed, update your plan or billing information, then continue with the next steps.
Step 2 — Check and republish your Axeptio project
If your plan is active (or if you have recently gone back under the free trial limits):
Log in to your Axeptio admin.
Make sure your project is published.
If you have recently changed your configuration (banner, cookies, vendors, settings, etc.), click Publish (top right).
Reload your website.
👉 If the banner appears, the issue is resolved.
👉 Otherwise, continue.
Step 3 — If you are using Google Tag Manager
If Axeptio is installed via Google Tag Manager and you have recently updated the Axeptio tag template, some settings related to Consent Mode v2 may need to be reset.
In that case, follow the steps below.
What to check in Google Tag Manager:
Open your Axeptio CMP tag in Google Tag Manager.
Go to the Consent Mode v2 section of the tag settings.
Delete all existing rows in the signals table.
Recreate the rows exactly as before (same values).
Save the tag.
Publish your GTM container.
Reload your website and check whether the banner appears.
👉 In many cases, this action restores normal behavior after a tag template update.
👉 If the banner appears, the issue is resolved.
👉 Otherwise, continue.
Step 4 — Check whether Axeptio is loaded on the page
Before going further, make sure that Axeptio is actually loaded on your website.
Open the page where the banner should appear.
Right-click on the page and select Inspect.
Open the Console tab.
Type the following command and press Enter:
window.axeptioSDK
How to interpret the result:
✅ If the result is not
undefined, Axeptio is loaded on the page.❌ If the result is
undefined, Axeptio is most likely not loaded or no longer present on this page.
👉 If Axeptio is not loaded, the issue is related to the integration (script missing, blocked, or not executed).
Please review your integration setup and refer to our documentation to ensure Axeptio is correctly installed (GTM, plugin, or direct JavaScript integration).
Step 5 — Check for browser errors
If the banner still does not appear, a JavaScript error may be preventing Axeptio from loading.
On Google Chrome
Right-click on the page → Inspect
Open the Console tab
Look for error messages shown in red
On Mozilla Firefox or Microsoft Edge
Right-click → Inspect
Open the Console tab
On Safari
Enable the Develop menu in preferences
Open Develop → JavaScript Console
👉 Take note of, or capture, any errors that appear.
Step 6 — Refresh your browser, clear cache and cookies
Sometimes, your browser may load a cached version of your site or reuse existing cookies, even after changes have been published.
Before contacting support, try the following:
Perform a hard refresh (Ctrl + F5 or Cmd + Shift + R).
Clear your browser cache.
Clear cookies related to your website.
Reload the page.
Alternative checks
You can also:
open the site in a private / incognito window,
or test it in a different browser.
👉 If the banner appears, the issue is resolved.
👉 Otherwise, continue.
Step 7 — Contact Axeptio support
If none of the steps above resolved the issue, our team can help.
You can reach out to support team via the chat button in the lower-right corner! Don't forget to include:
the URL where the banner should appear,
your integration method (Google Tag Manager, plugin, or code),
a screenshot of the browser console if errors are present,
your plan and billing status (free trial or active subscription).
This information will help us identify the issue more quickly.