If you are seeing the message “We need your consent to load this service!”, chances are you need to update the final page of the ‘Cookie Policy and consent tool’ questionnaire with the name of the third party Service that you want integrated into your website.
Here’s what the message typically looks like:
Or it may say “we need your consent to load this service” or "This third party embed is being blocked"
What happened:
When scanning your website, a third party Service was not identified and not listed within your Cookie Policy and Consent Tool questionnaire. In an effort to prevent data from being shared with third parties, Usercentrics blocked this script from working until it is properly acknoweledged within the cooie consent tool. It is important to identify and list all third party Services the website users, as that helps ensure you can capture consent before data gets collected and shared with these third parties. So you need to manually add this service via the final page of the Cookie Policy and Consent Tool questionnaire (explained further below).
Did you perform a sitemap scan of your website?
Log into your Termageddon account, click into your license, click 'edit policy details' for the Cookie Policy and Consent Tool. Click 'next' several times until you get to the final page of the questionnaire. Here, you can run a scan of your website. We highly recommend running a sitemap scan, which tends to be much more comprehensive than simply scanning your home page. A list of Services will display on the left hand side. You can also use the 'add new service' button to manually add third party Services (steps described in further detail below if needed). Click 'submit' for changes to take effect. Here's more information on how to perform a sitemap scan.
Are you using the Divi WordPress theme?
Divi admins are impacted when logging in and using the Divi visual editor with the consent tool enabled. There is an easy fix to this by using the Termageddon/Usercentrics wordpress plugin. You can access this plugin along with step-by-step installation instructions by clicking here.
How to manually add a Service:
First identify what third party Service is missing. Is your Calendly embed being blocked? Or is google maps not loading? Or perhaps Youtue video is not loading? Once you know the name of the tool you are trying to embed, you can easily add it via the 'Add New Service' button on the final page of the Cookie Policy and Consent Tool questionnaire.
To list a new third party Service to your consent solution:
1. Log in and click into your license
2. Click "Edit policy details" under "Cookie Policy and consent tool"
3. Click 'next' several times until you get to the final 'submit' page
4. Click "Add new service". The services will load (this may take a minute). Select the company/cookie you'd like added and add it (Such as "Youtube Video", 'reCaptcha", "Calendly", etc).
* If you haven't already run a sitemap scan, this may be a good time in case any other third party Services are being blocked.
5. Click 'submit'. Your embed code has updated (you do not need to copy/paste the embed code again).
6. Clear your site cache and test in a fresh incognito window to confirm everything is now working.
Still not working?
Make sure your cookie consent embed code is added before any and all scripts that enable non-essential cookies (meaning paste the Usercentrics script as high in the <head> area as possible). This is what allows Usercentrics to load first, and thus load and control consent for all non-essential cookies that load after when visiting a webpage.
Perhaps you added the wrong cookie - you may need to select multiple cookies from a particular vendor.
Clear your sitewide cache. This often is what is causing the issue when troubleshooting.
Are you using an optimization plugin where you are modifying JS files? Create a backup of the website, then temporarily disable the optimization plugin and test the site in a fresh incognito window. If that resolves the issue, here's more information on how to reactivate the optimization plugin while keeping it compatible with Usercentrics.
Consider reviewnig our FAQ section for the Usercentrics Consent Tool.
Contact support. It is important to be detailed here. A screen recording (with audio explaining the problem) or website URL where we can view the error ourselves is ideal.