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"Privacy policy is not found at this URL" error message

Lindsay Christensen

Hi, I'm having issues with Journey not “seeing” my privacy policy for some reason. On the Journey Settings page of my account under the Privacy Policy URL section, I've entered the URL for my website's privacy policy verbatim. However, when I try to save it, I keep getting an error message that says “Privacy Policy is not found at this URL” and “Privacy policy domain must match site's.” I already know that I've entered the correct privacy policy. Any recommendations for troubleshooting this issue? 

I saw that there was a previous post on this topic in the community and I tried going through those troubleshooting steps with no success. 

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Comments

5 comments

Date Votes
  • Support
    • Journey Support Team

    Hey Lindsay Christensen - thanks for reaching out! When I access your site's privacy policy, it looks like it's added to your site through JavaScript, and doesn't exist until the script responsible for adding it to your site has finished loading. 

    This is likely causing Journey to not be able to see your privacy policy. If you can, I recommend manually adding your privacy policy to this page, instead of using a separate tool.

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  • Allison Jones

    I am also getting this error message along with, “Your ads.txt is missing or out-of-date. This will affect your earnings if not corrected. If using Grow for WP, troubleshoot here. If not, follow the manual instructions below and then refresh this alert.” I have tried to re-install and refresh multiple times using the Wordpress Plugin and cleared my cache. When I enter my privacy page on my Grow dashboard, I get an error message that my changes can't be saved. I've also tried troubleshooting on multiple devices.

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  • John
    • Journey Support Team
    Edited

    Hi Allison Jones! Thanks for letting us know. We had a brief outage in our reporting service yesterday that caused some items in your dashboard to show missing when they weren't. It's been resolved, and you should be all set. 

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  • Shari Smith

    I am having the same issue for days now.  Privacy policy was  showing previously and now it’s not and I’ve entered it correctly and cleared cache also.  agelessbloom.com

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  • Support
    • Journey Support Team

    Hi Shari Smith - it looks like the Journey script is currently not running on your site, which is why your Privacy Policy is missing, as the Journey script places your privacy policy when it's running on your site. 

    I recommend reinstalling the Journey Script first, then waiting 24 hours after it's back up and running to see if this error clears on your dashboard. 

     

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Journey is Self Supported

Our support staff is monitoring this forum everyday for bugs related to ad delivery, the display and functionality of the Journey dashboard, and any bugs related to the onboarding process. We are typically unable to assist with non-bug related issues like RPM performance expectations, issues setting up the ads.txt file, and questions already answered by our existing help docs. Read here for a more detailed breakdown of how Journey is self-supported and our recommendations for how to find answers to common issues.

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