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If identify() isn’t working at all, first check the Installation Troubleshooting guide to ensure the Rehearsals script is loaded correctly.

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Common Issues

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Users not being linked

  • Verify window.rehearsals exists in the browser console
  • Ensure you’re passing a valid, non-empty user ID string
  • Check that the script loaded before calling identify()

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Users being merged incorrectly

  • Use truly unique user IDs for each user
  • Don’t use generic values like 'user', 'null', or 'undefined'
  • Verify your authentication system returns unique IDs

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Sessions not resetting on logout

  • Call rehearsals.reset() in your logout handler
  • Call reset() before redirecting to the login page
  • Test in an incognito window to verify behavior

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Page performance issues

Don’t use await unless necessary: 
// Good - non-blocking
rehearsals.identify(user.id, { email: user.email });

// Only if you need to wait
await rehearsals.identify(user.id, { email: user.email });

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Need Help?

If you’re having trouble with user identification, please contact our support team with:
  • Your organization ID
  • Example user IDs you’re trying to identify
  • Any error messages from the browser console
  • Steps to reproduce the issue

Contact Support

Our team is here to help you get up and running