Who This Is For / When to Use
This article is for Kyrios users who see a “Fingerprint is missing” error when customers submit an order form. Use this guide to identify whether the issue is customer-specific or caused by funnel and domain configuration, especially when using WordPress.
What the “Fingerprint Is Missing” Error Means
The fingerprint is a browser-generated identifier used during checkout to associate the order with a session. If the browser blocks access to cookies or storage, Kyrios cannot generate or retrieve this fingerprint, and the order submission fails.
Scenario 1: Error Happens Randomly for Some Customers
When the error occurs only for a small number of customers and cannot be consistently reproduced, the cause is usually browser privacy or cookie settings on the customer’s device.
This may happen if the browser blocks third-party cookies, uses aggressive privacy extensions, or runs in strict privacy mode.
Resolution
Ask the customer to enable cookies in their browser
Disable privacy extensions temporarily
Retry the order using a standard browser mode (not incognito)
In most cases, this resolves the issue immediately.
Scenario 2: Error Happens on All Devices and Browsers
When the error occurs consistently across multiple devices and browsers, the funnel domain is not configured correctly.
This is most common when an order form funnel is embedded inside WordPress using an iFrame and both the WordPress site and funnel are using the same domain.
Why Funnel Domain Configuration Matters
Kyrios renders funnel pages inside WordPress using an iFrame. For payments to work, the browser must allow cookie access between the WordPress site and the funnel.
If both use the same domain (for example, www.example.com), browsers may block storage access due to cross-context restrictions.
The correct setup is:
Same primary domain
Different subdomains
Example
WordPress site:
www.example.comFunnel domain:
funnels.example.com
How to Add a Funnel Subdomain
A dedicated subdomain must be created and connected before assigning it to a funnel.
Step 1: Add the Domain
Go to Settings → Domains & URL Redirects.
Click Connect a domain.
Add the same primary domain with a new subdomain.
Ensure no other website is hosted on that subdomain.
Step 2: Assign the Domain to the Funnel
Go to Sites → Funnels.
Open the funnel experiencing the issue.
Click Settings.
Select the newly added subdomain in the Domain dropdown.
Save the funnel settings.
Step 3: Confirm Funnel URL
After saving, confirm the funnel URL uses the new subdomain.
How to Fix an Existing Funnel in WordPress
After correcting the domain, the WordPress plugin must refresh its configuration.
Step 1: Refresh the API Key
Open LeadConnector WordPress Plugin Settings.
Perform a hard refresh of the page.
Click Save API Key again.
Step 2: Re-save the Funnel Page
Go to Sites → Funnels.
Click the pencil icon to edit the affected funnel step.
Wait for the step to fully load.
Confirm the preview URL shows the correct subdomain.
Click Save Page.
Common Issues and Fixes
Fingerprint Error Persists After Domain Change
Cause: WordPress plugin is still using cached configuration.
Fix: Hard refresh the plugin settings and re-save the API key, then re-save the funnel step.
Funnel Subdomain Not Loading
Cause: DNS is not fully propagated or another site exists on the subdomain.
Fix: Verify DNS records and confirm the subdomain is dedicated only to Kyrios funnels.
Frequently Asked Questions
What does the “Fingerprint is missing” error indicate?
It indicates Kyrios cannot access browser storage required to process the order, usually due to cookie restrictions or incorrect domain setup.
Why does this only happen for some customers?
In rare cases, customer browser privacy settings or extensions block cookies, preventing fingerprint generation.
Why does this happen consistently on all devices?
A consistent error indicates the funnel domain is misconfigured, most often when embedded in WordPress using the same domain.
Can I use the same domain for WordPress and funnels?
No. The primary domain can be the same, but the funnel must use a different subdomain.
Can this be fixed by Kyrios support without domain changes?
No. This behavior is enforced by browser security rules. Correct domain configuration is required.