Power Pages “Tracking Code” added but Real-time Journeys Web tracking not firing

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Posted on by 友代-30070147-0

Hi Community,

I’m trying to enable Web tracking for Customer Insights – Journeys (Real-time) on a Power Pages site, but page visits aren’t showing up / triggering journeys.

What I did

In D365 (CI-J), enabled Web tracking (Feature switches) and copied the tracking snippet from Settings → Customer engagement → Web tracking.

In Power Pages, created a Content Snippet named Tracking Code (Type: Text) and pasted the snippet so it’s injected into the site <head>.

Published the site.

Expected

Page visits to the tracked domain should appear as Web interactions and be usable to enter/branch a real-time journey (e.g., simple “page visit” trigger test).

Actual

No Web interactions recorded, and my “page visit” test journey never fires.

Environment / details

Power Pages: [Starter/Enhanced/Standard data model?]

Domain: [custom domain or *.powerappsportals.com] (HTTPS)

Categories:

Dynamics 365 Customer Insights - Journeys

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Daniyal Khaleel 764 Most Valuable Professional on at

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As of Oct 2025, Power Pages web tracking for real-time journeys works technically (once the above are right), but doesn’t yet support triggering journeys based on anonymous visitors.
Only identified visitors (contacts linked via ciw('identify', { id: 'email@example.com' })) can be used to trigger a journey directly.
“Page visit” triggers fire only for known contacts; anonymous ones are logged but not eligible for journey entry.
You can confirm by checking the Contact insights timeline ,if no contact is identified, the “page visit” event won’t be attached to anyone.

1. Confirm that real-time web tracking is correctly enabled
In Customer Insights – Journeys:
Go to Settings → Feature switches → Web tracking (real-time) and ensure it’s enabled (you already did).
Then go to
Settings → Customer engagement → Web tracking
and verify that the snippet you copied looks like this (simplified example):
Make sure you’re using the real-time journeys version of the script (the URL includes rtp-ci.customerinsights.microsoft.com, not the old dc.services.visualstudio.com or assets.ct.customerinsights.dynamics.com).
2. Where and how you inserted it in Power Pages
In Power Pages:
You did the right thing by creating a Content Snippet named exactly Tracking Code (case-sensitive).
It must be of Type: HTML, not “Text”.
If the type is “Text,” Power Pages encodes the script and it won’t run.
Recreate it as Type = HTML and paste the full script.
The snippet is automatically injected into <head> on all pages when named “Tracking Code,” so you don’t need to add it manually.
After saving and publishing, clear the portal cache:
Go to https://<yoursite>.powerappsportals.com/_services/about
Click “Clear Cache” (or append ?cache=clear to your base URL and refresh).
3. Verify in browser console that the tracker loads
Open your site in an incognito window → F12 → Network tab:
Reload the page.
Look for a request to:
https://rtp-ci.customerinsights.microsoft.com/tracker.js
and later:
https://rtp-ci.customerinsights.microsoft.com/v1/collect
If these don’t appear, the script isn’t being executed.
If they appear but return 403 or blocked, see the next step.
4. Check the domain and CORS (this causes 90% of issues)
Real-time journeys only record visits from approved domains — specifically those matching the domains you’ve configured under Settings → Customer engagement → Domains.
If your Power Pages is using a default *.powerappsportals.com domain:
You must add that exact domain (e.g. myportal.powerappsportals.com) in CI-J Domains and mark it as verified.
If you’re using a custom domain, e.g. https://www.contoso.com:
That’s the one you must add and verify instead.
If the domain isn’t verified, the script silently loads but doesn’t send events (so you’ll never see visits appear).

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