Common Issues & Solutions
You can find integration logs to help with most issues in the UserVoice Admin Console → Settings → Integrations → Integration Logs (at the very bottom of the page).
|Users are not matching any sessions||We currently identify a UserVoice user’s session in Fullstory by matching their email address (you will need to be passing a user’s email field to FullStory). We do not support matching on their UID.|
|Invalid/expired key||Your will need to generate a new key as the old one either no longer has required permission or has expired. In FullStory, navigate to Settings → API Keys → Select “Create key” → Name your key → Create key. Reconfigure this key in UserVoice.|
|FullStory link doesn't send me to the FullStory record||Fullstory offers different data retention plans. UserVoice will store links to Fullstory user sessions but in the instance where a session date is beyond your Fullstory data retention plan, you may be redirected by Fullstory, e.g., if your Fullstory data retention only goes back six months, clicking a user’s Fullstory link in UserVoice on an idea created five years ago might lead you to be redirected to a different page in FullStory.|