---
title: Not seeing the right experience in a campaign
slug: personalization/docs/not-seeing-the-right-experience-in-a-campaign
docTags: 
createdAt: 2026-08-05T20:59:36.639Z
---

Are you experiencing any of the following issues:

- You published your campaign but do not see the personalized experience you expect.
- You are unsure if you are qualifying for an audience.
- You want to know if you are in the holdback of a campaign.

If you want to test unpublished changes in your campaign, see [Preview mode and publishing in Optimizely Web Experimentation](../../web-experimentation/build-experiments/experiment-configuration/RYFb-preview-and-publish-your-experiment.mdx).

## Check that the snippet is configured

Check that the Optimizely Web Experimentation snippet is installed and configured to include Optimizely Personalization. See [How the Optimizely Web Experimentation snippet works: Order of activation](../../web-experimentation/build-experiments/the-snippet/snippet-order-of-activation.mdx).

- Load your page in a browser and [open the developer console](docId\:syV6dWrXTf5oJQp5lBQ67).
- Type *optimizely*. If it returns an object, Optimizely Personalization is enabled. If it returns an error, such as `optimizely is not defined`, the snippet is not implemented correctly. See [Implement the one-line snippet for Optimizely Web Experimentation](../../web-experimentation/build-experiments/the-snippet/implement-the-one-line-javascript-snippet.mdx).
- Check that the snippet is installed synchronously at the top of the page. Ensure the snippet is at the top of your \<head> tag. See [Implement the one-line snippet for Optimizely Web Experimentation](../../web-experimentation/build-experiments/the-snippet/implement-the-one-line-javascript-snippet.mdx).
- Make sure Optimizely Personalization is included in the snippet. Go to **Settings > Implementation&#x20;**&#x61;nd toggle the drop-down list to **Enabled**.

## Check that the snippet is up to date

See [Check that the snippet is implemented](../../web-experimentation/troubleshoot/implementation-issues/8X9a-check-that-the-snippet-is-implemented.mdx). 

## Check the console log

If you run into issues during your QA process that you cannot easily diagnose, the Optimizely Web Experimentation log is a valuable resource.

You can also read about [campaign activation](docId\:eH-UMm_rOn_GdGDGLV6__) in the developer documentation to learn how to search the console log and see if you are in the campaign.

- If you are in the campaign but are not seeing the experience you expect, check if you are in the [holdback](docId\:IRPnddq1sAJsB7qDhi4LB).
- If you are not in the campaign, check your [URL targeting](../../web-experimentation/target-visitors/mWsN-target-urls-to-choose-where-your-experiment-runs.mdx).

## Check the holdback

In the console log, use the following methods:

```javascript
window.optimizely.get('state').getCampaignStateLists()['<campaignId>'][0].isInCampaignHoldback
```

- If the value returned is `true`, you are in the holdback. Not receiving a personalized experience is expected behavior. Try visiting the page again with an incognito browser.
- If the value returned is `false`, you are not in the holdback. Check that you qualify for the audience you expect.

## Check audience prioritization

Check your audience prioritization. If your campaign has multiple experiences, your prioritization determines which experience a visitor sees if they qualify for two or more audiences.

In the console log, enter:

```javascript
window.optimizely.get('data').campaigns['<campaignId>'].experiments
```

Expand to see audiences prioritized from first to last.

- If audiences are prioritized incorrectly and the snippet is up to date, return to your campaign to check your audience. 
- If the set up looks right but you are still not seeing the experience you expect, file [a support ticket](../../experimentation-strategy/troubleshoot-and-test/submit-a-ticket-to-contact-optimizely-support.mdx).