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Why are numbers not swapping on my website?

Tracking numbers acquired. Call Flow set up.

You are ready to start tracking calls but, when you check your website, the tracking numbers are not showing up or swapping. This usually indicates that the dynamic number insertion (DNI) script is not running or not matching the conditions required to swap numbers.

Let's walk through a list of possible issues that may be preventing your Nimbata call tracking numbers from swapping on your website.

Start by checking the first few items below, as they are the most common causes of numbers not swapping.

1. Script Placement

Ensure Correct Placement: The Nimbata DNI script should be placed on your website, either through Tag Manager, the Wordpress plugin or directly through HTML code as close to the </body> element as possible. Incorrect placement can prevent the script from executing properly.

2. Script Configuration

Verify Script Settings: Check if the script has the correct settings configured. Ensure that the phone number on your site matches the swap target number configured in Nimbata for dynamic number insertion.

3. Phone Number Formatting

Correct Number Format: Ensure that the phone number on your website is in a format that Nimbata recognizes and can swap out. The number should be displayed in a consistent, readable format that matches the swap target configured in Nimbata.

4. Tracking source

Adequate Tracking Numbers: Check the source of the tracking number under 'Sources'. If it's set to 'All (or remaining) digital', the number should swap for all visitors. If the number is assigned to a different source, it will only swap when the visit matches that source.

5. Page Caching

Cache Issues: If your website uses caching (e.g., via a Content Delivery Network (CDN) or browser caching), the cached version of the page might not reflect recent changes to the script or page content.

6. Ad Blockers

Ad Blockers: Some ad blockers or browser extensions may block the Nimbata DNI script from running. Test your site with ad blockers disabled and check if your browser has an ad blocker enabled.

7. CSS Interference

CSS Styling Issues: Sometimes, CSS styles can interfere with the visibility or functionality of the script. Ensure that the phone number you want to swap is not hidden or altered by any CSS rules.

8. Browsing Session

Browser Cache and Cookies: Clear your browser cache and cookies or try in an incognito/private browsing session to ensure that the script loads correctly.

9. Swap Groups

Nimbata's DNI script runs smoothly when all Swap Groups have been added and populated. Make sure your Swap Groups are correctly configured and active.

Incomplete or unused Swap Groups can prevent numbers from swapping as expected.

Troubleshooting Steps:

Check Script Placement: Verify that the script is installed on your website.
Inspect Browser Console: Open your browser's developer tools (F12) and check the console for any errors related to the Nimbata script.
Clear Cache: Clear your website and browser cache to ensure the latest version of the script is loaded.
Test: If you have set numbers to swap to Google Ads visitors append ?gclid=test to the end of your URL to emulate a Google Ads visit in your browser (for testing purposes only).

By systematically checking these potential issues, you should be able to identify the most common reasons preventing your Nimbata numbers from swapping on your website.

Updated on: 05/02/2026

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