Top
Incorrect User IDs or cookie values are showing up in Trend Insights
  • 02 Aug 2025
  • 1 Minute To Read
  • Dark
    Light
  • PDF

Incorrect User IDs or cookie values are showing up in Trend Insights

  • Dark
    Light
  • PDF

Article summary

Issue

When you add a User ID breakdown in Trend Insights, you're able to see incorrect IDs or cookie values (Anonymized Whatfix IDs) even though User Identification is enabled.

user_id_breakdown

incorrec_user_id

Probable Causes

Incorrect User IDs might appear due to the following reasons:

  • The user accesses the application or Whatfix content before logging in. Whatfix can capture user information only after login.
  • The user logs in and logs out before Whatfix can identify them using the configured User ID.
  • The user accesses a page where the window variable used by Whatfix to capture the User ID is not available.
  • User Identification is not configured correctly.

Suggested Solutions

Note:

If the issue persists, contact support@whatfix.com.


Was this article helpful?

Changing your password will log you out immediately. Use the new password to log back in.
First name must have atleast 2 characters. Numbers and special characters are not allowed.
Last name must have atleast 1 characters. Numbers and special characters are not allowed.
Enter a valid email
Enter a valid password
Your profile has been successfully updated.