FAQ
We have collected the most frequently asked questions in this section of the Help Center.
If you have a question but can’t find the answer here, feel free to contact us at [email protected]. Alternatively, use the contact function here on the website or when you're signed in to your Openli account. Just look for the message icon in the lower right corner.
Cookie widget FAQ
Is there a way to hide or remove the shield button?
At Openli, compliance is paramount. To be compliant, there must be a way for users to access their cookie settings at all times, and in an easy accessible way.
It is possible on the Cookie Business plan to use a link instead of the shield to enable access to cookies. You can place the link anywhere on your page, but it has to be available on all pages. Read more here.
You can also attach the shield to the very bottom of your website. That way, it is not constantly visible, floating on the screen, but can still be accessed easily when your users scroll down to the bottom of your page.
You can change this setting by signing in to your Openli dashboard > then selecting Widgets > Cookie widget > Edit Widget > Widget layout and here choosing where you want the shield to stick to.
How do I change the language of my widget?
The languages supported are English, Danish, Norwegian, Swedish, Spanish, French, Finnish, Dutch and German. The default installation language is English but by following this guide, you can easily change the widget language to one of the other language options.
How do I change the colours of the widget?
Color customisation is a great way to infuse your branding to your cookie pop-up and make it a more cohesive part of your website. Simply use our widget builder to easily add your brand colours. You can access the widget builder by logging on to your Openli account > selecting Widgets > then locating your Cookie Widget and clicking the green customisation button.
I have previously styled my cookie pop-up by customising the code. Can I style it now using your widget builder?
Yes, you can absolutely use our new widget builder to customise and style your cookie pop-up. The only thing you must do first is to remove any code customisations you have added to previously style the pop-up. Otherwise your cookie pop-up might not respond to the new styling. You can access the widget builder by logging on to your Openli account > selecting Widgets > then locating your Cookie Widget and clicking the green customisation button.
My website is in multiple languages. Does your cookie solution support that?
Yes, absolutely! On our Cookie Business, Website Compliance and Privacy Center subscriptions (link to pricing page), you can have your cookie solution and cookie policy in multiple languages. Send us an email at [email protected] and we’ll help you get set up.
What language should my widget and cookie policy be in?
As a Rule of thumb your Widget and cookie policy should always match the language of the website it is on. For example; a Dutch website should have the cookie policy and the widget in Dutch but if the website is in English the widget and policies should be in English even if the company is Dutch. For information on how the change the language in the widget see our guide here. If you have a multi language website, the widget and policy should always match the active language, so English when viewing the site in English and Dutch when viewing the site in Dutch. If you need to setup multiple languages you need to use our projects feature, which is currently available from our cookie business subscription tier. Contact us at [email protected] for more information on our subscription options :)
Account FAQ
I didn’t receive an activation email for my account.
First of all, welcome to Openli! When missing an activation email, we always recommend these steps:
Have you checked your spam folder?
Are you checking the correct email inbox? Many of us have several email accounts and can sometimes forget which one we signed up with.
If none if this worked, email us at [email protected] and we’d be happy to help you further.
Does the amount of visitors to my site affect which plan I should get?
Yes, however, if you are a non-profit organisation, charity or have a special case that requires a high volume of consents, please contact us for a bespoke plan and pricing at [email protected] or go ahead and book a call with us.
How do I change my password?
If you want to change your password, it is easy to do so. All you need to do is log in to app.openli.com, then click settings in the bottom left hand corner. On the settings page, locate the employees section, and click edit on the employee you need to change password for. On the employee page you can change the password. Don't forget to make it a good one - "password" or "12345" won't do ;)
I forgot my password?
Well don't worry, it happens to us all :)
Simply go to app.openli.com and click Forgot your password? below the login box. Then you can use the email you signed up with to receive an email to reset your password. Don't forget to find a good one that is easy to remember.
How do I add users to my Openli account?
Adding new users to your account is easy.
Go to settings in the bottom left hand corner. Once on the settings page, scroll down until you see the option to add employee. Click this and insert the email of the employee you want to add.
Once added, the user will receive a welcome email with a link to create a password.
You can see the whole process in the short video below.
Where do I find my invoices?
When you log onto your Openli account, select Settings in the lower left corner. Under the "Company" section there is a green button called "Manage billing". Here you can see your billing information and download your past invoices.
How do I delete my account?
If you want to delete your Openli account, please contact us at [email protected]. Please note that deleting your account doesn’t mean that we’ll automatically delete your data as well, so make sure to specify this in your delete request.
How do I delete my data?
If you want us to delete the data you have collected via your Openli account, please write to us at [email protected]. We respect the GDPR and since you are the data controller for the consents collected through our products, we’ll of course honour your request. Please note that we might ask you to provide evidence that you are the rightful requestor (i.e. that you are who you say you are). Also keep in mind that once we have deleted the data, we will not be able to restore it. So remember to save a copy of your collected consents before requesting the data be deleted.
We also kindly note that we will keep information about the fact that you have had an account with us, as we are legally obligated to do so. This includes information about the account owner.
I don't have a company, what should i put into the company info for my account.
If you don't have a company, but simply run a personal website, you simply input your personal information in stead of the company info.
Technical
How should I categorise cookies from the 3rd party widgets I use on my website, e.g. for contact forms, etc.?
When using 3rd party widgets, the process of categorising their cookies is similar to how you would normally categorise your cookies in your Openli dashboard. It is simply a matter of considering the purpose of each cookie from the third party widget and then categorising it accordingly. If a cookie from e.g. a contact-form widget is placed to prevent spam, then you would categorise it as a necessary cookie. If the cookie is used for tracking, then you would consider it an analytical cookie, and so on.
What is local storage and session storage?
In short they are cookie-like objects that you need to be aware of.
Just like cookies they are small files that store data on your device about you and your behaviour on the internet.
They are important to know about, because they fall under the same legislation as cookies. The legislation basically cover all "cookie like objects" meaning anything that stores data about you and your browsing on the internet.
This means that when you put in the work to make your website compliant, you need to make sure that local storage and session storage is blocked until consent is given, just like cookies needs to be and categorised in the Openli app just like your cookies.
Local storage and session storage are set exactly the same way as cookies typically are, so blocking it is done the same way as well.
You can read about how you block cookies (and local storage and session storage) manually here or if it is set with Google Tag Manager (GTM) you can read about it here.
Does your software support the blocking of Facebook Pixels?
Yes, it does. If the widget is installed properly and our blocking software has been correctly enabled, then the Facebook Pixel cookies will be blocked until your users give their consent.
Please see our guide on how to enable blocking and don’t hesitate to reach out to [email protected] if you need any additional help.
When scanning my website, your software found fewer cookies than another scanner did. Why is that?
This discrepancy is because some scanners misleadingly call some data "cookies" and list them as such, when in fact they are not set as cookies at all. Our blocking technology still prevents data like this from being set, just like for cookies. Some of our customers choose to manually add cookies to represent this type of data, which is typically placed in a browser’s “LocalStorage” data area.
Do you support Google Tag Manager?
Yes, we absolutely do. See this guide on how to use Google Tag Manager with Openli.
Legal
I don’t have a Cookie Policy. Can I get one from you?
Yes, you can. As part of our Cookie Business package, we supply a cookie policy that has been vetted locally in your country by one of our partnering law firms - ensuring that it complies with your local legislation as well as international laws. We make sure to update it whenever there are changes in policy, so you can spend your time and energy doing what you do best.
Why do I need a cookie policy? Isn’t my privacy policy enough?
No, a cookie policy and a privacy policy are two very different legal documents. When having a website, you must make sure to have both - you can’t just use your privacy policy as your cookie policy, for instance.
What applies to both your cookie policy and your privacy policy is that they must refer/link to each other and be equally available and accessible on your website.
If you don’t have a cookie policy or a privacy policy, we’d be very happy to help you out. Contact us at [email protected] or visit our pricing page (link to pricing page).
I use a US provider that is not compliant with the EU privacy regulations. Should I address that in my cookie policy or in my privacy policy?
If your website uses technology from non-compliant providers, this would typically be something you address in your privacy policy. Since your cookie policy will always refer back to your company’s privacy policy, this is the more appropriate place to address the matter as it relates to both privacy matters and data storage in general.
What is the difference between necessary vs. non-necessary cookies?
As part of setting up your cookie widget, you’ll be asked to sort your cookies into different categories.
There are different legal requirements for necessary and non-necessary cookies which is why we treat them differently in our solution. You’ll find that we separate our cookies into different provider categories, depending on whether they are necessary or non-necessary (e.g. marketing or analytical providers).
The main difference is that you don’t need to collect consent for necessary cookies and therefore can place them immediately. With non-necessary cookies, however, you have to block them until your users have given their consent.
Necessary cookies:
Necessary cookies - also known as essential cookies - have to do with the core functionality of your website. You are not legally required to ask for consent before placing necessary cookies and they can therefore be placed as soon as the user lands on your website. These cookies are e.g. used to:
Remember if someone has previously given cookie consent on the website.
Remember the items a user has placed in the website shopping cart, so they’re still there when they go to checkout.
Comply with security requirements related to an activity a user has requested, e.g. in connection with online banking services, etc.
Non-necessary cookies:
Non-necessary cookies are e.g. used to collect data on website traffic and usage, remember language or timezone settings, collect information on ad performance, etc.
You are not allowed to place non-necessary cookies until your user has given explicit consent to them. In other words, these cookies must be blocked until consent has been collected. Examples of non-necessary are:
Analytical cookies
Marketing cookies
Functional cookies
Preference cookies
Remarketing cookies
Social media sharing cookies
Cookies used to recognise a user when they return to your website so you can tailor the experience they receive.
If you want more information on cookies or other compliance matters, visit the Learning section on our website.
How often do we ask the same user for consent?
We ask once every 180 days when the Openli cookie expires. This is to make sure all consents are current for all users. We also ask for consent again if the user deletes their cookies or if they log in from a device they haven't used before.
How long can I view my consent data history
As Openli is the data processor and you are the data controller we keep the audit trail / history of the specific consents for as long as you have a subscription with us. When you no longer are using our paid services, the data will be deleted after a specified period of time. During the contract period, you can at any point ask us to delete the consents. We are planning on introducing a data retention period for consents so they are automatically deleted after a specific duration. Many countries have different requirements when it comes to the duration / data retention periods so which specific duration will be introduced hasn't been determined. We'll of course reach out to our customers before any period is introduced.
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