Frequently asked questions

If you can't find what you're looking for you can always check out our comprehensive Documentation.

About the TRUENDO CMP

How do I implement TRUENDO on my website?

The TRUENDO console allows the user to copy the script and site-ID from  Integration in the Banner section of the menu. The snippet must then simply be pasted in the <head> as the very first script on the page section of your website, and changes saved. For more information, including Wordpress, Wix, Magento, and Shopify integrations, please refer to our Documentation.

Will maintenance be required after initial implementation?

We value your time and want to make the compliance process as convenient as possible. After the implementation of the TRUENDO CMP on your website, the product will be updated automatically. The software will scan your website once a month in order to detect any new cookies that may have been set.

Does TRUENDO provide CMS support?

We have WordPress and Magento plugins. You can find all information about implementing TRUENDO on WordPress, Magento, Wix and Shopify in our Documentation.

Who can I talk to when I have a problem?

You can find all the information you need in the TRUENDO Documentation. From how to use our CMP to technical information. If you can't find what you're looking for, you can always just click the chat bubble at the bottom right corner of the website.

How do I change the color of my cookie banner?

You can choose the colour of your cookie manager and banner using the color picker or enter a specific HEX color code in the Banner section in your console.

How do I remove the TRUENDO logo?

This is a Premium-only feature. You can remove it in the Banner section in your console.

How do I change the design of my cookie banner?

Premium plan subscribers may select from 5 different designs found in the Banner section of the console menu. Essential plan subscribers may only use the Standard Banner design.

How do I change the main language of my cookie banner?

Premium plan subscribers can choose from 31 languages, this option is located under the Banner section of the console menu. English is the default language for Essentials plan subscribers.

How do I access the Consent Records?

You can find information related to all consent records collected - User, URL, Region, as well as Date and Time in the Consent Records section in your console. You can also search for information related to a specific user or a period of time by using Filters.

How do I categorize cookies?

Navigate to the Services section of the console menu. Click on the service and a panel will open when you can change the category.

How do I add domains?

You can do so by clicking the "+" icon in Settings, which you can find on the top right corner of the TRUENDO console.

What is Insights for?

You get an overview of all the valuable information that TRUENDO collects, while remaining fully compliant in the Overview tab in your console. By using insights, you will be able to learn more about your customers and improve the way you target potential clients.

How do I access the Geo-control function?

You can choose whether your website displays the TRUENDO CMP in EU countries only, or worldwide. See the Advanced settings in the Banner Configuration section of the console menu.

How do I turn on the IAB TCF v2.0 settings?

You can do so in Advanced settings in the Banner Configuration section of the console menu.

How do I add a link to my Privacy Policy?

TRUENDO has a standard Privacy Policy that is integrated in the Privacy Widget. But you can also add your own Privacy Policy in the Banner section of the console menu, under Policy Links.

How do I add a link to my Cookie Policy?

TRUENDO has its own auto-generated, auto-updated Cookie Policy that is integrated in the Privacy Widget. But you can also add your own Cookie Policy in the Banner section of the console menu, under Policy Links.

How do I add a link to my Imprint?

You can do so in the Banner section of the console menu, under Policy Links.

How do I perform manual scans of my website?

You can access the TRUENDO Scanner in Settings, in the main navigation menu of the TRUENDO console.

How do I upgrade/downgrade my subscription?

You can upgrade/downgrade your subscription anytime you want in your console. If you're a Premium user, you can purchase extra unique visitors in your console if you're exceeding your current subscription limit.

How do I invite other people to manage my account?

You can send them an invitation via the console, they will receive an email with a link that will grant them access to your account. You can also manage access to projects and organizations within the console.

How do I assign people to my projects and organizations?

You can send them an invitation via the console, they will receive an email with a link that will grant them access to your account. You can also manage access to projects and organizations within the console.

How does the TRUENDO Scanner work?

A website is called/opened by a “headless” chrome browser on the TRUENDO server. The headless browser allows the website to open, as if a user was visiting the website.

Content on a website is often loaded asynchronously (not all at once, but one after the other). The Scanner starts identifying scripts (code) on the website that set cookies and collect personal identifiable information.

Can the Scanner check if cookies are set before a user clicks on “Accept All”?

The Scanner has the ability to “click” on the “Accept All” button of a cookie banner (if the website has a cookie banner), allowing all cookies to load. This allows TRUENDO to scan a website twice, once with the “Accept All” click and then again without the click. The scan results are then compared.

Is tax Included in the price?

No, VAT (Value Added Tax) is not included in the price. For sales in member countries of the European Union, we charge the applicable VAT. If we are notified of a sales tax ID number of a non-Austrian company within the European Union, the service will be exempt from VAT.

What is the contract length?

The contract (or subscription) is valid for 1 year.

How long is the payment period?

The payment period lasts 1 year.

What are the payment methods?

Payment can be made with all major credit cards (VISA, MasterCard & AmEx). We use Stripe as a payment service provider.

What is the cancellation & refunds policy?

You can cancel your contract at any time in the TRUENDO console. TRUENDO will remain available to you for as long as you have paid for. We do not provide refunds for purchased subscriptions.

What is a Unique Visitor?

This is one person that visits your website. How often they visit your website is irrelevant. Please Note: If a person visits your website on a mobile phone and then on a laptop, TRUENDO will register 2 unique visitors. TRUENDO registers each new device as a unique visitor.

How does TRUENDO recognize recurring website visitors?

To remember who has visited your website, TRUENDO sets a cookie in the visitors browser. This is a necessary cookie to recognize the visitor. This cookie also stores the choices the visitor made with regard to their cookie settings.

How long is visitor remember for?

The cookie TRUENDO sets to expires after 1 year. This means that after 1 year, TRUENDO will forget the visitor and they will be asked for their consent again. This ensures that your consent is always up-to-date.

What happens after I reach my Unique Visitor limit?

We will notify you when you're about to reach the unique visitors limit of your usbscription and suggest that you purchase extra unique visitors in the console in order to stay compliant.

Is TRUENDO Essentials really free?

Yes! This is not a free trial. TRUENDO Essentials is 100% free to use for as long as you like. Simply integrate TRUENDO via script or use one of our available plugins for Wordpress and Magento, you can even customize the look of your cookie banner and privacy widget! You will however need to store, maintain and analyze your own consent records.

What does it mean to have unlimted page views and sessions?

This is because TRUENDO only counts the Unique Visitors on your domain. This means that a visitor can view your page as many times, in as many separate sessions as they'd like.

What are the limits of my Essentials account?

TRUENDO Essentials includes all the necessary functions for your website compliance, but if you want more advanced customization options, the ability to assign user permissions, as well as to have built in consent record storage and analysis we recommend you try Premium. You can also easily downgrade again in your console anytime.

What if I have to provide proof of consent?

The visitor consent record itself is stored as a first party cookie on your website, if you are unsure how to handle this we suggest you try our Premium plan, which provides automatic consent record management.

What types of support are available to Essentials users?

TRUENDO has an extensive FAQs page that can guide you through the process of compliance, including information about the GDPR. You can also search for specific topics about how to use TRUENDO in our Documention.

GDPR Information

What does consent mean?

Art 5 (3) ePD in conjunction with art 4 (11) GDPR require “informed consent”, which is defined as the following:

1. It has to be explicit.
2. Freely given: consent to data processing can’t be the condition to use your service/website. The user has the right to withdraw his consent any time.
3. User needs to be informed about:    
- The purpose of the processing.    
- Who the controller is.    
- Are third-parties involved?    
- their right to withdraw
4. It must be specific: it should be clear what data processing activities are carried out. The user has the opportunity to consent to each data processing activity.
5. Unambiguous: it is clear that the user has actively agreed on the data processing activities.  You must not set cookies without consent, consent by "using the website", or pre-ticked boxes
6. Consent has to be given in-advance: no cookies/tracking before that.

What does the record of consent for cookies need to contain?

1. A visitor ID to identify the visitor (ideally pseudonymized).
2. When and how consent was acquired from the visitor.
3. What the visitor consented to.

How long do I need to store the consent record of a user?

There is no strict rule here, but there are recommendations. Some data protection authorities have made recommendations such as CNIL (France) or the Irish Data Protection Commission.  

France: best practice at least 6 months for consent.
‍Ireland: maximum of 6 months for consent according to the Irish data protection commission

Do I need consent for anonymous tracking?

Short answer: yes.
If your tracking method sets cookies on the persons' device, then consent must be collected.

Does the user need to consent to all services individually?

No. It would make operating a website difficult and tedious if a user would have to consent to each cookie service, individually, before using your website.  

It’s sufficient to categorize your cookie service by processing purposes (marketing, statistics, etc.). You can also provide an accept all button and a reject all button. Declining all non-necessary cookie services has to be as easy as accepting all.

Do users have to accept a privacy policy?

No, all that is required is that users are informed about how you process their data at the point of collection. There is no legal requirement for them to give you explicit consent.

Do I need consent to send a user a newsletter?

That depends. In Austria, if you are in a business relationship with the user, you do not need explicit consent for sending a newsletter. This falls under “Legitimate Interest”. If this is not the case the legal basis needs to be “Consent” and then you do need explicit consent.

If I’m using Matomo do I need consent?

Yes, if configured in such a way that it tracks your visitors and/or analyzes end user device information within your server data/logs. You also need to declare in your privacy policy that you self-host it and no third-parties get access to the collected data.

Consent is not consent. What does this mean?

You can only ask for consent if the reason is based on a legitimate purpose. E.g: if you sell shoes, you have a legitimate purpose for collecting your customers shoe size, but you have no business collecting their height or clothing size. Even if they consent to you collecting their data, other than shoe size, you need a legitimate reason for collecting it.

What exactly are cookies?

A cookie is a small text file that stores your settings when you surf the web. Almost all websites use cookies and similar technologies. The first time you visit a website the cookies are downloaded and stored in your browser*. When you return to the website the next time, with the same device and using the same browser, the cookie information gets sent to the website to improve your surfing experience. This can mean, remembering your login details, so that you don’t have to login again. What you have liked in the past to optimize what you see in the future and it also means faster loading times for you. Cookies also give businesses information about what people click on and what not, what they read, etc. so for marketing and sales purposes they are important.

*Apple Safari, Mozilla Firefox, Google Chrome, Opera, Microsoft Internet Explorer and Edge are the most commonly used browsers.

How does TRUENDO block cookies?

The TRUENDO Consent Management Platform (CMP) automatically blocks all non-necessary cookies, scripts, iframes, tags, pixels etc, that are not needed for the functionality of the website. Once the user gives their consent, the non-necessary cookies, scripts etc. are activated, a consent record is then stored in order for the website owner to prove that the user has consented.

When does the cookie banner need to be displayed?

Consent has to be given in-advance to the data being processed: there must be no non-necessary cookies/tracking/data processing before that. The easiest way to show the cookie banner is upon the first visit of your website. Then let the user decide which services/purposes they want to give their consent to. After that you can set cookies accordingly.

How do I comply with the information obligation when using cookies? What does the information need to contain?

- Details of the cookies you intend to use: what kind of personal information does it collect? (e.g. ip address, browser attributes)    
- Life-time of the cookie    
- Is it a first-party cookie or a third-party cookie?    
- Who is the data processor?      
- The purpose for which you intend to use the cookies (marketing, statistics, etc.)

How can I delete cookies?

Cookies have to be deleted in the browser that you are using. You can follow the links and delete cookies in your browser. ATTENTION: deleting the cookies in your browser will mean that websites that you often visit will forget your personalized settings e.g. “remember me” or “stay logged in”.

Chrome: chrome://settings/clearBrowserData
Mozilla Firefox: copy and paste this: “about:preferences#privacy” into the address bar and look for Cookies and Site Data
Opera: opera://settings/cookies
Edge: Menu (top-right corner) → Settings → Clear browser history
Internet Explorer: depends on the version you are using: cilck here
Safari: Select preferences from Safari menu → Privacy tab → Remove all website data → Remove now.

Do I have to provide an Opt-in and Opt-out for cookies?

Yes, your website has to provide an “opt-in” and “opt-out” for cookies. Cookies that are required for the website to function properly can be set automatically.

How do you know whether a cookie is no longer set if you opt-out?

The cookies does not get deleted, it falls into a dormant (sleeping) state and it does not send any information to the company that would like your data.

What if I use only technical necessary cookies?

Then no CMP or cookie banner is needed. You only need to add to your privacy policy the information what kind of (technical) cookies you use and what (technical) purpose they fulfill.

What is the ePrivacy law?

“ePrivacy” is the abbreviation commonly used for the EU “Directive on Privacy and electronic communications” from the year 2002. An EU regulation to replace (repeal) the current ePrivacy directive is currently being drafted called the “Regulation on Privacy and Electronic Communications”.

The cookie notifications that you always see when first visiting a website is a result of the ePrivacy law.

What exactly does processing personal data mean?

When personal data is collected it needs to be processed. Maintaining employee payrolls, managing business partnerships, maintaining and managing customer data, collecting email addresses for a newsletter all falls under processing personal data.

Is TRUENDO a processor or controller?

TRUENDO is both a controller and a processer of the personal data an organization has. It is a tool that helps you make your website GDPR and ePrivacy compliant. To make your website compliant, it processes personal data of your website visitors.We are the controllers of the personal data that we hold about our customers.

What is a controller?

In almost all cases a controller is a legal entity, that means a business, a club or an organization. A controller can also just be a person, but this is the exception. It is the responsibility of the controller to make sure that the GDPR is correctly implemented in an organization. They are also responsible for the personal data in an organization.

What is a processor?

A processor, as the name suggests, processes personal data. The controller gives the processor the task of processing personal data. It is the responsibility of the controller to make sure that data is processed in compliance with the GDPR. A processor can be company/Organization internal or could also be a cloud service (external processor).

Partnership Information

How do I implement TRUENDO on websites?

In the TRUENDO console, you can copy the script and site-ID Under Integration in the Banner Configuration tab. Then you just need to paste the snippet in the <head> as the very first script on the page section of your website, and save your changes. For more information, including Wordpress, Wix, Magento, Shopify, and Drupal integrations, please refer to our Documentation.

Does Truendo provide CMS support?

We have WordPress and Magento plugins. You can find all information about implementing TRUENDO on WordPress, Magento, Wix and Shopify in our Documentation.

Can I get a refund after I have made the purchase?

Yes, on a pro-rata (a.k.a. pro-rated) basis.

What happens to my licenses if I do cancel my partnership?

Everything you have purchased will be available to you until the renewal date.

How do I invite other people to manage my account?

You can send them an invitation via the console, they will receive an email with a link that will grant them access to your account. Navigate to User in the main menu, then go to the User Permissions section in My Account.

How do I assign people to my projects and organizations?

You can manage user access to specific projects and organizations within the console. Navigate to User in the main menu, then go to the User Permissions section in My Account.

We've got you covered

TRUENDO Essentials is free forever, no strings attached. Our Premium plan allows organizations to gain more control over thier consent management.

Essentials

Free forever

Ideal for small and medium size organizations, freelancers, and sole traders. Sign up without credit card information, compliant within minutes.

Premium

€99
/ year

Ideal for all organizations serving regional or local markets, as well as international audience, and wanting more control over their settings.