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Troubleshooting & FAQTroubleshooting Guide

Troubleshooting Guide

Having issues? We’re here to help. Find solutions to common problems below.

Data Collection Issues

My tracking code isn’t collecting data

Common causes:

  • Script not properly installed on your website
  • Adblockers or browser extensions blocking the script
  • Website domain not added to allowed domains
  • Incorrect script tag placement

Solution:

  1. Check the script tag is placed in your website’s <head> section
  2. Verify your domain is added in the dashboard settings
  3. Test with adblockers disabled
  4. Check browser console for error messages
  5. Clear cache and refresh the page

Data shows as “0” or very low numbers

Causes:

  • Tracking code recently installed (data needs time to accumulate)
  • Script installation incomplete
  • Domain filters applied too restrictively
  • Real users haven’t visited yet

Solution:

  1. Wait 24-48 hours for data to accumulate
  2. Generate test traffic by visiting your site
  3. Check if domain filters are blocking legitimate traffic
  4. Verify the tracking status is “active”

Session time is showing incorrectly

Why it happens:

  • Sessions end after 30 minutes of inactivity
  • Browser closed or page left without proper session close
  • Multiple device tracking

Solution:

  1. Ensure users stay on site for measured duration
  2. Session duration only counts active time
  3. Each device/browser is tracked separately

Dashboard & Reporting Issues

Dashboard won’t load

Troubleshooting steps:

  1. Clear browser cache and cookies
  2. Try a different browser
  3. Check your internet connection
  4. Disable browser extensions
  5. Try incognito/private mode

If issue persists:

  • Contact support with your account email
  • Include browser name and version
  • Specify when the issue started

Export data is blank or incomplete

Possible reasons:

  • Date range has no data
  • Applied filters are too restrictive
  • Export still processing

What to do:

  1. Verify date range includes collected data
  2. Remove or loosen date/page filters
  3. Wait a few moments for export to complete
  4. Try downloading again

Reports showing inconsistent data

Why this happens:

  • Data still being processed (up to 1 hour delay)
  • Time zone differences
  • Multiple tracking implementations
  • Browser cache showing old data

Solution:

  1. Refresh page after 15-30 minutes
  2. Verify your timezone is correct in settings
  3. Check for duplicate tracking codes
  4. Force browser refresh (Ctrl+Shift+R or Cmd+Shift+R)

Privacy & Data

Can I delete specific visitor data?

Yes! We provide complete data control:

  1. Go to Settings → Data Management
  2. Select date range for deletion
  3. Choose specific pages or visitors
  4. Confirm deletion

Important: Deleted data cannot be recovered. Deletions process within 24 hours.

How do I ensure GDPR compliance?

We’re GDPR compliant by design:

  • No IP addresses stored
  • No tracking cookies used
  • 6-month automatic data deletion
  • Easy data export and deletion
  • No data sold to third parties

What you should do:

  1. Add privacy policy to your website
  2. Include our privacy notice where tracking is used
  3. Honor user deletion requests within 30 days
  4. Keep record of consent (if required)

User is asking to delete their data

Process:

  1. Verify user identity
  2. Go to Settings → Data Management
  3. Enter visitor ID or email (if tracked)
  4. Select all data to delete
  5. Confirm deletion
  6. Send user confirmation

Timeline: Deletion completes within 24 hours

Integration Issues

Events not tracking

Common issues:

  1. Event code syntax incorrect
  2. Event name not matching filter
  3. Event JavaScript not running
  4. Custom domain not allowed

Fix:

// Correct syntax
analytics.track('Event Name', {
  property: 'value'
});
  1. Check event name matches exactly
  2. Verify JavaScript executes before page unload
  3. Check Events filter in dashboard

Custom properties not showing

Why it happens:

  • Property names have spaces or special characters
  • Property values are undefined/null
  • Property not whitelisted

Solution:

  1. Use camelCase or underscore_case for property names
  2. Ensure property has a value before tracking
  3. Check custom properties settings
  4. Wait 1 hour for dashboard update

API requests being blocked

Causes:

  • CORS policy issue
  • Request timeout
  • Invalid API key
  • Rate limiting

Solution:

  1. Check API key is correct
  2. Verify API endpoint URL
  3. Add domain to CORS whitelist
  4. Increase request timeout if needed

Performance Issues

Website loading slower with tracking

Why:

  • Network request to analytics server
  • Blocking script implementation
  • Poor network conditions

Solution:

  1. Use async script loading (recommended)
  2. Verify CDN is delivering script quickly
  3. Test on fast/slow network
  4. Contact support if delays > 500ms

Recommended implementation:

<script async src="your-tracking-script.js"></script>

High CPU usage from analytics

This is unlikely because:

  • Our script is optimized for performance
  • We use minimal CPU resources

If experiencing issues:

  1. Check for JavaScript errors
  2. Verify you don’t have duplicate scripts
  3. Check browser extensions
  4. Test in different browser

Account & Billing

Can’t log in to dashboard

Steps to recover:

  1. Click “Forgot Password”
  2. Check email for reset link
  3. Create new password
  4. Clear cache and try again

If email not received:

  1. Check spam/junk folder
  2. Verify email address is correct
  3. Wait 5 minutes and retry
  4. Contact support

Trial period showing incorrect time

Reset your trial:

  1. Go to Account Settings
  2. Check subscription status
  3. Trial displays remaining days
  4. Auto-renewal happens on day after expiration

Missing data after plan downgrade

Important to know:

  • Data retention depends on your plan
  • Free tier: 30 days retention
  • Pro tier: 90 days retention
  • Enterprise: Custom retention

Before downgrading:

  1. Export your data first
  2. Understand data will be deleted
  3. Upgrade anytime to restore archival access

Still Need Help?

Before contacting support, try:

  1. Clear browser cache
  2. Try different browser
  3. Check domain is properly configured
  4. Verify tracking script is installed
  5. Read our FAQ section

Contact Us:

  • Email: support@analytics.com
  • Live Chat: Available 9 AM - 6 PM EST
  • Response Time: Usually within 2 hours
  • Documentation: Visit our Knowledge Base

Provide these details when contacting:

  • Your account email
  • Problem description
  • Steps you’ve already tried
  • Browser and version
  • Screenshots if applicable
  • Error messages (if any)

Last updated: February 2026 Still have questions? Check our FAQ section or contact support.

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