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6 comments

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    Howard Lio

    Hi Sai Charan Devalla,

    Thanks for your post in the Community - this seems like you need direct support from our team. I'm glad you've already submitted a ticket so please continue your conversation with our support team. If you have anything you'd like to share with your peers, please comment on the thread with your updates!

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    Blanca Lopez

    Hey, I'm just having the same issue, my account info displays "No account ID" but I sent it in the pendo initialization data. Should I submit another ticket equal to this or there's something I can do to solve it? 

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    Sai Charan Devalla

    Hi Blanca Lopez,

    My issue was still not solved. The Pendo team has followed up with me for few days and found the issue was consistent with what I reported. After a week of communication, they had raised a Bug report regarding the same. I am still waiting for a resolution.

    I suggest you raise a request with whatever issue you are facing, it might help the issue to resolve quickly.

    Thanks,

    Sai Charan

     

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    Aleksandr Batrakov

    Any updates on this one? 
    We just discovered same issue. Interesting that only portion of visitors get 'No Account ID' even I can find account record with ID we report to Pendo.

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    Sai Charan Devalla

    Hi Aleksandr Batrakov,

    Yes, my problem was resolved by the Pendo support team.

    In our case the issue was that, someone in the team accidentally added the host URL from where we are sending Pendo requests into the exclude list rules as wildcard entries. In other words, please check whether the exclude list of URLs in the Pendo settings contains your website/app URL by any chance.

     

    Thanks,

    Sai Charan

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    Aleksandr Batrakov

    Sai Charan Devalla thanks for information! Interesting, we also do have staging in exclusion.
    Will try your solution!


    Cheers!

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