To successfully install and use Chameleon, you'll have to ensure a few components work correctly, and identifying users is an essential one. No worries if something isn't running as it should though. You will be notified of any issue and you can take clear steps to solve it. 😌
ℹ️ In this article, we are referring to a Chrome Extension error. But you will receive them in the Dashboard and Builder as well, whenever something isn't right.
What the error looks like
In the Chrome Extension, the error appears as a banner at the bottom of the panel:
User identification not detected. Wait and then re-open Extension to check again.
You may also see similar messages in the Dashboard and Builder. In all cases, the cause is the same: Chameleon has not received a valid chmln.identify() call on the current page.
Troubleshooting Steps
Step 1: Wait and check again
If you have just loaded the page, there may be a brief delay between when chmln.identify() fires and when the Chrome Extension polls for identity data.
Close the Extension, wait a few seconds, and re-open it. If the error is gone, identification is working; the timing was just slightly off when you first opened it.
If the error persists after waiting, continue to the steps below.
Step 2: Confirm the identify call is running
Open the browser console (right-click anywhere → Inspect → Console tab) and run:
chmln.data.profile
Result | What it means |
A user object with an | Identification is working |
| Chameleon has not identified a user on this page |
| The snippet is not installed — read I don't see the Chameleon Builder |
If chmln.data.profile returns undefined, the chmln.identify() call is either not firing, firing with a null or empty user ID, or firing after Chameleon has already checked.
Common causes
The identify call is missing or not executing
Check that chmln.identify() exists in the codebase and is being called on this page.
👉 Go here to read more on How to identify your users in Chameleon
The user ID is null, undefined, or an empty string
If your app passes an unresolved variable as the user ID (for example, before async data has loaded) Chameleon receives an invalid identifier and will not load Experiences.
You are using Twilio Segment or Freshpaint
If you installed Chameleon via Segment or Freshpaint, the identify call comes from those tools rather than directly from your code. Chameleon will only receive identity data if those platforms are configured to identify users.
Still stuck?
For a full walkthrough of how identification works and how to verify it is set up correctly, read How to identify your users in Chameleon.
If identification works but users are still not seeing Experiences, read Why isn't my Experience showing? Start here.
Contact Chameleon support with the output of
chmln.data.profileandchmln.Snippet.debug()from your browser console.