If your Axeptio banner is not displaying on your site, 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an unpublished configuration,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),
the fact that Axeptio is not loading on the page,
or a JavaScript error.
Follow the steps below in order. In the majority of cases, the problem can be identified and resolved quickly.
Step 1 — Check the status of your plan and billing
Start by checking the status of your Axeptio plan and your billing.
Depending on your situation, the banner may be automatically unpublished:
Free trial
If you are using Axeptio in free version, the banner may be unpublished if you have exceeded the threshold of 200 unique visitors over a 30-day period for more than 21 days.
More information on the free trial.
Active subscription
If you have an active subscription, the banner may also be unpublished in case of a billing problem (for example a failed or overdue payment).
👉 In these cases, the problem is not related to technical integration.
Check your status directly in your Axeptio admin (plan, subscription or billing), or search for an error message related to your account status in your browser console.
If necessary, update your plan or your billing information, then continue with the following 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.
Check that your project is published.
If you have recently modified your configuration (banner, cookies, vendors, settings…), click Publish (in the top right).
Reload your site.
👉 If the banner appears, the problem 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, certain parameters related to Consent Mode v2 may require a reset.
In this case, follow the steps below:
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.
Then recreate the rows identically (same values as before).
Save the tag.
Publish your GTM container.
Reload your site and check if the banner displays.
👉 In many cases, this action restores normal behavior after a tag template update.
👉 If the banner appears, the problem is resolved.
👉 Otherwise, continue.
Step 4 — Check that Axeptio is properly loading on the page
Before going further, make sure that Axeptio is properly loading on your site.
Open the page where the banner should display.
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 properly loading on the page.❌ If the result is
undefined, Axeptio is probably not loading or is no longer present on this page.
👉 If Axeptio is not loading, the problem is related to integration (missing, blocked, or non-executed script).
Please check your integration and consult our documentation to ensure that Axeptio is correctly installed (GTM, plugin, or direct JavaScript integration).
Step 5 — Check for errors in your browser
If the banner still does not display, a JavaScript error may prevent Axeptio from loading.
On Google Chrome
Right-click on the page → Inspect
Console tab
Look for error messages in red
On Mozilla Firefox or Microsoft Edge
Right-click → Inspect
Console tab
On Safari
Enable the Develop menu in preferences
Open Develop → JavaScript Console
👉 Note or capture any errors displayed.
Step 6 — Refresh your browser, clear cache and cookies
It can happen that your browser loads a cached version of your site or reuses existing cookies, even after publishing changes.
Before contacting support, try the following actions:
Perform a hard refresh (Ctrl + F5 or Cmd + Shift + R).
Clear your browser cache.
Delete cookies related to your site.
Reload the page.
Alternative checks
You can also:
open the site in a private / incognito browsing window,
or test in another browser.
👉 If the banner appears, the problem is resolved.
👉 Otherwise, continue.
Step 5 — Contact Axeptio support
If none of the previous steps resolved the problem, our team can help you.
You can contact us via our chat at the bottom right of the page. Be sure to specify:
the URL where the banner should display,
your integration method (Google Tag Manager, plugin, or code),
a screenshot of the console if errors are present,
the status of your plan and billing (free trial or active subscription).
These elements will allow us to identify the problem more quickly.