Skip to main content

Frequently Asked Questions about using Visitor Analytics on Wix (FAQ)

General

Visitor Analytics is a 3rd party app on Wix Market, and it can be easily added to your Wix website in 2 ways. You can find detailed information on how to install Visitor Analytics on your Wix website in our install guide here.

You can find us in the App Market and in the Editor Apps. No matter how you decide to install the app, both options work harmoniously together: the widget is getting the numbers from the statistics the dashboard app is displaying.

The stat-counter is a small widget that can be added from your Editor and published on your live website so it can be visible to your visitors. There are several options from which you can choose to be public, or you can also keep it on hidden mode, only visible to you. Installing the widget will automatically add the dashboard app, so you can easily manage the stats directly from your Dashboard.

The dashboard app is the main app, having the advanced dashboard and other significant modules within it, where you can analyze the data in a more detailed way. It gets installed in conjunction with the widget installation (if you choose to install the widget), or it can be solely installed, if you do not want to add anything to your Editor, nor your live website.

You can find detailed information on how to install Visitor Analytics on your Wix website in our install guide here.

We created a template in order to assist our customers to be compliant with data protection laws and to make all the personal data information easy to understand and control. Check this page out for more details.

We are happy to let you know, that Visitor Analytics is no longer using cookies to track visitors!

Tracking without cookies is possible. It respects privacy and ensures that you get accurate data. Users don’t need to opt-in when cookieless tracking is used and you don’t need to worry about any consent banners for this. Cookieless tracking means no privacy regulation related headache anymore.

In order to be GDPR compliant you have to alert your site visitors about cookies that are placed by your site (not applicable for Visitor Analytics anymore) 

If your website is created using WiX, you can have a look at what to add to your Privacy Policy related to Visitor Analytics.

Please note that data protection legislation may vary locally and may change from time to time. Hence, this might be too general or become insufficient for your country/region/state.

We highly recommend you to consult a qualified lawyer or law firm if you are unsure about the sufficiency of the Privacy Policy note regarding analytics with regard to your jurisdiction or if have additional questions. Also, do not forget that a legally watertight privacy policy can only be created by legal professionals and it can be tailored for each business and its jurisdiction.

Unfortunately, you can only pull site traffic reports / stats from the date you have installed the Visitor Analytics app to present. For almost every stat available in visitor analytics, there's a date picker for querying the period. 

Note that we were unable to track the visits for the period that our app was not yet present or installed on your site. There is a Data processing agreement that is signed when you install the app. We do not have access to your website's data until you accept the Terms and Conditions. We are a 3rd party app in the Wix app Market, so the app does not come automatically installed on your website.

Accelerated Mobile Pages (AMP) could improve the loading time of pages on mobile, but that comes with some malfunctions when it comes to tracking the traffic on them.
And all Wix blog versions use AMP now.

How does AMP work and why should I turn it off?
Once you turn on AMP, visitors using a mobile device are directed to the AMP optimized page (that displays your blog post content and images only, without loading any scripts/apps) when accessing your blog posts through a Google Search or a shared link (e.g. on Facebook, Whatsapp, Instagram etc.).

You might see a drop for mobile visits in your Visitor Analytics stats after enabling the AMP. This does not mean that you are receiving less traffic on mobile, but simply that Visitor Analytics is unable to track it.

Note: Any app that sits on a page that would get served over AMP would have this issue.

If you want to get real insights about your blog traffic, turning off this feature is the most appropriate solution.

Here's how to turn off AMP:

  1. Open the Blog Manager.
  2. Click the Settings tab.
  3. Click Turn off Google AMP.

Note: To turn off this feature, you must have at least one post published on your blog.

Click here to learn more about the AMP project.

We are sorry to see you go!
There are different types of apps available in the Wix App Market. Choose the relevant type of app to get instructions on how to delete it. 

Visitor Analytics can be added to your WiX website, both as

(A) a dashboard app or
(B) as a widget (which will install the dashboard app implicitly)


(A) Delete the Visitor Analytics added only to your site's dashboard

If the app was never added within your website's Editor, but only to your Dashboard, in order to uninstall the app, there are a few steps to be followed:

  1. Go to your site's dashboard and click on Apps -> Manage Apps
  2. Search for Visitor Analytics app and click on the Delete/Trash icon

(B) Delete Visitor Analytics Stat-counter Widget from your Editor

If the app was added as a widget within your Editor, it was automatically added as dashboard app as well. Deleting the widget, will uninstall the app from both places.

  1. Go to your site's dashboard and click on Site actions -> Edit Site (this will open your Editor)
  2. Select the Visitor Analytics widget app from your pages (based on where you placed it)
  3. Right click on it and select Delete (or simply press the Delete button of your keyboard)
    Note: If the widget was placed on more than one page within your editor, or multiple times on your pages, make sure you delete it from all places.
  4. Publish your site to save the changes and you are done, the app will be now uninstalled from your website.

Important notes 

  • If you do not want anything added to your live website, nor your Editor, but only to track the data, just delete the widget appPublish the changes and add it again as a Dashboard app only (see option (A) here)
  • If you purchased a subscription for the app and you want to delete it, make sure to cancel the subscription as well.
  • If you only wish to hide the widget from being visible on your live website, and not to delete it, check out this topic.

Premium Plans & Billing

If you upgraded your WiX account, you might’ve noticed that the apps that come with your Wix subscription are already mentioned among the package benefits. If you can see Visitor Analytics among them, all you have to do is to redeem your free premium app by following these steps:

  1. Install Visitor Analytics app
         1.1   Visitor Analytics
     can be easily added to your WiX website, both as a dashboard app or as a widget (or even both). Here are the steps on how to install the app. After installing it, you can return to this article and follow the rest of the steps:
     
  2.  Upgrade the Visitor Analytics app
    ​​​​     2.1   Click the Upgrade Now button anywhere in the Visitor Analytics app
         2.2  Select a yearly plan
         2.3  Enter your payment details and click Submit Purchase

 

Already added the app to your site?

No problem! You can still use this promotion to upgrade Visitor Analytics, even if you're already using it (for free) on your site. If you just click on Upgrade App and select the yearly plan, you will see the discount on the purchase page.

Promotion Terms and Conditions
  • This promotion is not available for all Wix Premium Plans. Hence, if Visitor Analytics is not listed in your WiX Premium Pack benefits, you need to purchase the app when you upgrade it.
  • The promotion can be claimed in the first 60 days of being a Wix premium user. 
  • This promotion can be used one time only and it lets you upgrade the app for free for a period of 1 year. The app purchase page displays may display the monthly pricing, but you will receive a full year for free.
  • The app can be upgraded for free when it's initial purchase of the app.
  • The promotion is provided per account. You may use it on any site in your account (it does not have to be the site you just upgraded).
  • Our recommendation is to redeem the app on the desired site only if you know for sure that there will be no major changes in the near future, such as domain changing / moving to another website, because the transfer of apps to another websites is not allowed in Wix, therefore redemption will be in vain.
  • You will also receive an email containing the promotion details.

No, you can use the Free plan for an indefinite time. Nevertheless, there are some limitations for the free plan, the most important ones being the 1000 page visits included per month and the advanced modules in locked mode.

Check all the included features for our plans and their limits by clicking on the Upgrade Now button anywhere in the app and see the list for each pack, with their related price as well.

Once you reach the limit, Visitor Analytics will stop tracking new visits. It will start counting again once a new month will start, or you upgrade to a higher premium plan, in which case the limit is lifted.

  • Keep in mind that for the time frame since the limit was reached, until a new month begins or you upgrade to a higher plan, your data will not be tracked at all. Hence, even if an upgrade takes place at a later time, the data from that period will be lost.
  • There are in-app notifications for when you are approaching the limit, at 50%, 75%, 90% and finally a 100% limit reached pop-up message for when the limit has been reached, so you can know when it's time for an upgrade. We recommend you to check the app's dashboard often enough, to have the chance to see these notifications.

For the free version, you'll only see an overview of your stats such as Visitors, Unique Visitors, Page Visits, Bounce Rate, Live Visitors, Latest visitors and Visitors by country. Please note that you'll need to upgrade the app in order for you to view more details about your stats.

By using one of our Premium versions, you can gather a lot of useful data that can be used to improve your online performance, having full access to the features. Just press the Upgrade Now button anywhere in the app and check all the available plans with their list of included features and their related price as well.

Here is our Help Center, where you can gather more information. Also, here you can watch some videos that present our application and you can get an idea of it.

If you created a new website, unfortunately the premium subscriptions of the 3rd party apps cannot be transferred from a website to another. 

We can only recommend you to Export your data and then cancel your current subscription to our app from the old website. Afterwards, select the new one, add the app again and upgrade.

Please contact us via email or chat and provide us the URL to your website (both old and new ones) and the invoiceID (both old and new ones). Also, please mention what kind of subscription (monthly/yearly) you have on your old website, so we can issue a pro-rated refund (if it was yearly) or offer you a voucher code to use for your next purchase (if it was monthly).

  • If your subscription was yearly, we will be able to refund you for the remaining period, only after you upgrade the app on your new website.
  • Also, if you have benefited from a free year for our app, due to your Wix premium package, we can only ask for a pro-rated top-up for your new subscription with the equivalent of the remaining period of the old one, but still, after you upgrade the app on your new website.

​​​​​​​

According to Wix: "To prevent any interruption of service, app subscriptions are set to renew automatically. You can cancel your subscription if you no longer need it."

You may cancel the Auto-renewal option a few days after you paid for the subscription, by following these steps.

In order to see all the invoices, go to Billing History in your Wix account to browse through all your payments and find your Visitor Analytics invoice(s).

We're happy to see your interest in becoming a Visitor Analytics Premium customer!

We know that you may want to test Visitor Analytics before going premium, so we offer discounts or opportunities from time to time in order to get the app at a lower price (or for free) for a limited period of time!
There are no strings attached to our offers and you can cancel your subscription any time.
If you already got a voucher code to use within the Wix platform, here's how to apply it:

  1. Click on Upgrade now button anywhere in the app
  2. Select the desired plan (Basic, Advanced or Pro) you want to purchase
  3. Select the Monthly plan
  4. Enter your card details, then click on Enter promo code
  5. Place your code there and select Apply
  6. Make sure that the discount has been applied to the final price and Submit the Purchase
  7. Reload the Visitor Analytics app page to see the changes!

Note: The promo codes can only be used once.

We are sorry to see you go!

If you are sure you’d like to cancel your Visitor Analytics subscription, whether you’re on a monthly or yearly Visitor Analytics subscription, you can cancel your plan at any moment (but we would highly appreciate your feedback before, so we can improve our service and meet your standards in the future). 

Follow these steps to cancel your subscription plan.

Note: After turning off the auto-renewal, you will still be a premium customer until the end of your billing cycle (be it monthly or yearly) and once the cycle ends, your plan will be automatically downgraded to the Free plan with limited visits and features.

Feature functionality

You can now see your stats without logging into Wix by using our standard app, even using your mobile device!

Here are the steps to get direct access to your stats:

  1. Go to our app in Wix
  2. Click on Request direct access
  3. Add your email address and click on Activate Direct Access!
  4. Check your Email Inbox (the Spam folder as well) of your email address written in the previous step and click on the link button Get direct access to my data
  5. Login or Create a new Visitor Analytics account (if you don't have one already) using the email address from the previous steps
  6. All the stats will now be reflected there, and from this step forward you can log into your Visitor Analytics account at any time and check the stats for the Wix site(s) you've added.
  7. Add Visitor Analytics to your phone/tablet for easier and faster access

Note: If you want to see the stats of another Wix site in the same Visitor Analytics account, you can repeat all the steps above, by completing the "Activate Direct Access" form using the same email address.

Going to Visitor Analytics, you first need to open a browser, enter the app's URL an it might take too much time. So, placing a desktop shortcut of the page on your screen will save your time and will be way more convenient. It will work a lot like a mobile app, but won't take your phone storage at all.

Important: In order to have access to our mobile responsive standard app, there is a Direct Access process that must be accomplished. Fulfill the steps from the previous topic, gain standard access to the stats, and then check out the following instructions to create a Visitor Analytics dashboard shortcut on your phone screen for Android and iOS devices.

 

Android

  1. Go into your mobile browser
  2. In the address bar enter this link https://app.visitor-analytics.io/
  3.  Select the three dots button from the upper right corner of your browser 
  4. Select Add to Home
  5. Give the App a name and select Add
  6. Enter the app on your home screen
  7. Manage your website/s easily.

Note: The buttons and icons might differ depending on browser
E.g.: Chrome, Opera, DuckDuckGo are about the same.
        Firefox has a little home with a “+” within it for adding to home right by the
        address bar.

       Edge has the “three dots” in the lower right corner.


iOS

  1. Go into your mobile browser Safari
  2. In the address bar enter this link https://app.visitor-analytics.io/
  3.  Select the share button from the lowest side of your browser 
  4. Select Add to Home Screen
  5. Give the App a name and select Add
  6. Enter the app on your home screen
  7. Manage your website/s easily.

We know how important it is to see what your customers do on your website. With Visitor Recordings, you will replay the full visitor experience, identify pain points, boost conversions, and optimize your site. Heatmaps are a great tool to help you understand which areas of your website are being interacted with the most. You can also get direct and real feedback from your visitors by using Polls!

If you want to install the Video Recordings, Heatmaps, and Polls features, in order to see how your visitors behave your website and/or get feedback from them, you have to follow the steps below.

Embedding the code once is enough to have them all working for your website!

  1. Go to Apps from the main left-sided menu and select Visitor Analytics
     
  2. Select the Behavior module and select either Visitor Recordings or Heatmaps, or go to Feedback and select Polls then click on the Install on my website button within the pop-up message that will appear
  • If you already selected Add it later from Settings or the pop-up message gets closed prematurely and there is nothing appearing when going to the Behavior module, you can always find a settings section of these features by simply going to the Settings within Visitor Analytics. You can start the process from there.
  • It is not necessary to embed the tracking code several times for each feature. Adding it once is enough to have them all working for your website.


         3. Follow the steps presented within the pop-up message (there is also a support video which you can watch within the modal, note that it might be not be updated with the latest changes, so carefully read the steps and check the screenshots here instead):

             3.1 Copy the tracking code generated by our app

            3.2 Go back to the Main Menu in the Wix Dashboard and select Settings

           3.3 Scroll down to the Advanced section and select Custom Code

           3.4 Click on Add Custom Code button

         4. Paste your javascript code generated by our app into the box titled Paste the code snippet hereGive the Custom Code a name (e.g. Visitor Recordings by Visitor Analytics)

         5. Go to Add Code to Pages, select All pages and from the drop-down menu select Load code once (NOTE: It is very important to set it on "Load code once" not to get the video recordings stuck at switching pages events)

         6. Select Body-end to place your code in
        Note: If you have a domain selector there, select the hosting domain and not the one you are redirected from.

         7. Go to Code Type tab now

         8. And select the type as Essential (so that our app can see the tracking code in the source-code, you can change the type later, once you have the recordings started). Usually this is selected by default, but if it's not, make sure you select it.

         9. Click on Apply button

         10. Get the recording started by going back to our app and click on Get Started button under the presentation video

         11. You have the ability to set up/edit the recordings rules as you please, going to Visitor Recordings settings icon (within the Behavior menu)

         12. You may also go to Heatmaps and get them started

  • These features are only available with Visitor Analytics Premium plans (Basic plan - 15 Recordings 1 Heatmap and 1 Poll, Advanced plan - 25k Recordings, 15 Heatmaps and 3 Polls, or Pro plan - 50k Recordings, 25 Heatmaps and 7 Polls).
  • The Polls feature will only work after embedding this tracking code.
  • It is not necessary to embed the tracking code several times for each feature. Adding it once is enough to have them all working for your website.
  • Please note that in order to add a custom script, you need to have a premium Wix account as well!
  • If our app can not recognize the tracking code as properly installed, though you know you have followed all the steps carefully, please contact us. This mostly happens if there is a redirect for your website depending on the browser’s set language (e.g. https://en.your-website.com/). Rest assured, as long as the tracking code is visible in the source code, we will manually recognize it as installed.
  • Your visitors must leave the website, in order for you to see the recordings/visitor actions within our app.
  • There are some limitations that prevent us from recording certain things on your website. Check out the next question for more details. The limitations apply for Heatmaps as well.
  • If the Heatmap has been created incorrectly, we recommend you to reset it and make a visit yourself (directly on that certain page, without coming from another place), waiting for all the elements to be loaded completely.

Visitor Recordings allow you to record & play videos of what visitors did on your website!

We know how important it is to see what your customers do on the website. With Visitor Recordings, you will replay the full visitor experience, identify pain points, boost conversions, and optimize your site. However, there are some limitations that prevent us from recording certain things on your website, due to some technical security clauses.

Websites come in all types and, unfortunately, there are some limitations to the Visitor Recording feature:

  • If you have iFrames, images or SVGs being part of a deeper iFrame, you may see a Content Unavailable message at the moment, as we cannot access iframes. The third party content are on a different domain and our javascript cannot catch it. Same for the recordings created for visits by users who have AdBlockers in use on their browser.
  • If your Wix blog or site has additional pop-ups, apps or widgets installed, Visitor Analytics won't access that information due to security reasons, as those are third-party apps and our code is added to your website domain.
  • Parallax scrolling is best replayed via Firefox browsers.
  • Some dynamic pages may encounter issues in displaying hover elements (such as eCommerce apps within Wix).
  • Some records might not appear in your list, due to the fact that visitors have Do Not Track option enabled in their browsers. Another possibility would be the Easy Privacy option enabled within their ad-blocker/extension.

Note: If none of these exceptions (described at this point), does not apply to your visitors, they must leave the website, in order for you to see the resulted recording.

You can easily export your visitors' data or visits history as .csv or .xlsx at any moment! To do so, please follow these steps:

  1. Select your website and go to Apps -> Visitor Analytics
  2. From the left-side menu, select Export
  3. Choose what data you want to export (Visitors / Visits)
  4. Select the time range and the file type and click on Export

Note: You can only export data for a 31 day time range!

URL Campaigns or UTM-parameters are NOT set up WITHIN Visitor Analytics app. They are just automatically recognized by the app everytime a visitor uses a UTM-Link that you have set up and embedded elsewhere. Here you can find out more about UTM Campaigns.

What if you could divide and check your capmagne visitors by parameters like "source" or "medium" and easily see which parameters bring you the most visitors?

To find out the exact referrer (e.g. newsletter), marketing medium (organic, PPC, banner), campaign name or other information that can be tracked, simply add campaign parameters to your URL campaigns.

Please follow the steps below to do so:

  1. Go to our Campaign builder tool
  2. Add your URL and fill the form with your wished parameters (e.g. signup_button)
  3. Copy the resulted URL 
  4. Add it to your links

Done! Check our Complete guide to use URL Campaigns (examples included) to make the most of your analytics.

You would like to know who have submitted a form or subscribed a newsletter to your website? Despite the fact that this cannot be simply done since we do not track click actions, that's possible though, thanks to the following workaround:

  1. Add a form on your page: From your Editor, select Add button and Contact

    Hint: 
    The form can also be a custom one. Here is how to create one and connect it to a database.
     
  2. Create a Thank you page (or something similar) and make it invisible to your visitors (this will allow you to have more accurate stats). You can personalize it as you please.
     
  3. Go back to the page where your form is, select it and click on Settings icon. Select Link to page or lightbox and choose the Thank you page. This will redirect the users to your newly created page
     
  4. Publish your changes

    Hint: If you want to track any other actions of a custom button, all you have to do is to repeat the 2nd step, then select the button and link it to your page.

    5. Set your Thank you page as a Conversion page.

That's it! You can now simply distinguish who is submitting/subscribing something out.

When your analytics display the visits from both you (or your team) and external visitors of your website, it might become difficult to determine your traffic performance. 

There are two ways to ignore your visits: from your browser or by blacklisting an IP or class of IPs.

✦    To ignore your own visits from a browser (no matter the IP), please follow the steps:

  1. Log in to your Visitor Analytics account and select your Website
  2. Go to Website Settings
  3. Switch On the toggle button placed under Do you want to ignore your own visits?
  • Make sure that your browser allows cookies. This option is applicable only on that specific browser.
  • This setting will be enabled until you disable it or you'll delete the browser cookies.
  • For ignoring your visits from any browser/device, follow the steps from the second option, Ignore visits by IP

✦    To ignore visits from a specific IP (including yours) or a class of IPs, please follow the next steps:

If you want to stop tracking the traffic from specific IPs (even your IP), all you have to do is to go to your settings and apply the IPs that you want to ignore:

  1. Log in to your Visitor Analytics account and select your Website
  2. Go to Website Settings
  3. Insert IP to ignore and click Apply

Ignore visits from a class of IPs by using the * symbol at the end of the numeric label — e.g. if a class of IPs starts with 192.168.123 just add 192.168.123.* and the entire class will be ignored.

Notes:  There are two types of IPs: static IPs and dynamic IPs. Having a Static IP means your IP addresses won’t change and you will have the same IP every day if you connect to the same network. The static IPs are an option for businesses rather than residences, because it’s very useful for dedicated services such as web servers or FTP, hosting computer servers, and it makes it easier for geolocation services to accurately estimate where you are.

On the other hand, most people have a dynamic IP and it will change constantly. And, as you can imagine, these IPs are automatically given by your Internet Service Provider and reliable with very little work from your side (or none at all), but the geolocation might be less accurate.

If you do not know your IP or if it’s a static or dynamic one, just click here and you will easily see everything about your IP if you click Show me more about my IP.

If you just go to Settings -> Page settings, you can create a conversion type for your each of your important page/group of pages. 

For instance, if you have these pages: Shop and Cart, you can add them both as a conversion type named "possible buyer". If you do that, you can see the visitors that reach that pages (one or all of them) as Conversion visitors of "possible buyer" type.

Also, if you have "thank you for your purchase" page, you can set it as conversion named "loyal customer". If a visitor is reaching more types of conversions you can see them within the list o visitors as: Conversion types: possible buyer, loyal customer

You can also have a better view over the number of those page views, if you go to Pages -> Conversion Pages

Check out this article, it might be of help.

In this view you can group identical pages with different URLs (i.e. the same product page for different articles) of your website for clustered statistics.

Imagine you have an E-commerce website. There is a high chance that you will have the same "Thank you" page for all product purchases at the end of the checkout (even though this page has different dynamic parameters in its URL, based on the purchase). If you do not cluster these URLs, you will see data on each "Thank you" page even though it is the same. Clustering these URLs allows you to see combined statistics for this page, but it will not change your data.

If you want to add a new dynamic page for the selected website, please click on "Add Dynamic Page". A new modal will open for which you have to fill out the fields. Try this functionality and analyze your results, there is nothing that can go wrong and your visitors will not notice anything.

Important hint: You can see the statistics of your self-defined dynamic pages in various places (i.e. if you go to Pages --> Page visits).

To quote one of our favorite partners: Visitor Analytics is 100% GDPR-ready, ISO 27001 certified, and 0% shady.

So, if you want to track safely without getting your visitors’ IP due to privacy concerns in your country, you’re in the right place.

Here’s a step-by-step guide to anonymize all your visitors’ IPs:

  1. Go to Website Settings -> General in the left navigation bar
  2. Look for the tile "Anonymize my visitors' IPs", activate the switch and click on "Save"

Once you set the anonymization option to on, all your visitors' IPs will not be stored.

By selecting IP anonymization, you will never see any IP addresses within Visitor Analytics. We are tracking your visitors through a cookie and not via the IP address and it will not affect your data at all.

If you just go to General Settings of the selected website, a “Notification preferences” area will be displayed where the email address and the frequency of reports can be easily changed and saved.

Everything about the corresponding functionality of the app and much more can be found here.

Resetting data will remove all your website stats, but will keep your preferences the same. If you prefer to receive this data on your email, we will first send you a link with your site stats archive and then reset data. These processes might take up to 24h, based on your website traffic and while the reset process is in progress, your stats will not be tracked.

To reset your data, please follow the steps:

  1. Go to Website Settings -> General in the left-side menu
  2. Scroll to tile "Reset data" and click the button Reset Data
  3. Select Send data by email if you want to have a copy of your data first
  4. Insert your password to confirm and click Reset Data

All existing statistics will be permanently deleted by this operation.
Once you reset the stats, the process cannot be undone.

Stat-counter widget functionality

You can place the stat-counter widget anywhere multiple times, or on just one page of your website and it will still track your whole website.

Also, if you do not want anything added to your live website, nor your Editor, but only to track the data, just delete the widget app from your EditorPublish the changes, then go to your Dashboard this time and add the app again as a Dashboard app only (see first option here). Now, check your stats at any moment, without going through your Editor anymore!

We’re glad to let you know that the analytics widget is visible on your website only if you make it visible!

Here is how to manage your stats visibility on the live website:
You can add your stat counter widget on your website from the editor and hide it from your visitors. By doing this, nothing gets shown on your live website and you can check all the stats from your Visitor Analytics Dashboard.

To hide the widget, follow these steps:

  1. Go to your Editor, and select the Visitor Analytics widget
  2. Select the Settings button and a new menu will show up
  3. Go to Settings and select the Don't display on my website option
  4. Make sure you Publish the changes.

Note: If the widget is still visible after you chose not to display it and published it, please clear your browser's cache, refresh the page and Publish the changes again (with the Don't display on website option selected).

 

Also, if you do not want anything added to your live website, nor your Editor, but only to track the data, just delete the widget app from your EditorPublish the changes, then go to your Dashboard this time and add the app again as a Dashboard app only (see first option here). Now, check your stats at any moment, without going through your Editor anymore!

The fact that is still visible might be related to some caches within your browser.

  1. Try and clear the browser's cache for All time (for instance, in Chrome: chrome://settings/clearBrowserData?search=cookies)
  2. Reload the Editor's page 
  3. Select the Don't display on my website option again
  4. Make sure you Publish the changes

Also, if you do not want anything added to your live website, nor your Editor, but only to track the data, just delete the widget app from your EditorPublish the changes, then go to your Dashboard this time and add the app again as a Dashboard app only (see first option here). Now, check your stats at any moment, without going through your Editor anymore!

No, you can place the widget where you please and move it from a page to another countless times.

You can also add it multiple times on the page or on different pages, or even just on one page of your website and it will still track your whole website.

The important thing is to have it added, at least once before you publish any changes on your website. That means that if the widget has been added 4 times on your site and you want to remove it from 3 of the places, you can do it, just make sure you leave one attached to the website, in order to keep it working.

If the widget gets deleted and the changes have been already published on your site, do not worry! Your stats are not lost. However, our advice is to re-add the app as soon as you notice its absence, because we are unable to track the visits for the period that our app is not present / installed on your site. By doing this, you make sure that your data is not lost for a long time range.

There are two scenarios that might cause the trouble:

  1. If you accidentally delete the stat-counter widget from your editor, and publish the changes, the app will be removed from your site.
  2. Some apps are simply removed from the website, when the Editor is switched to Wix ADI Editor. The apps added during the usual editing, that are not compatible with ADI (Visitor Analytics and other apps are not among the apps in ADI) are being erased when switching to that type of Editor.

Our advice is to re-add the app as soon as possible. This way you make sure that your data is not lost for a long time range.

Also, if you do not want anything added to your live website, nor your Editor, but only to track the data, just delete the widget appPublish the changes and add our app again as a Dashboard app only this time (see option (A) here). Now, check your stats at any moment, without going through your Editor anymore! This way, the app won't get removed next time you use Wix ADI, the risk of removing it from the Editor by mistake being minimal as well.

Something doesn't seem to be working properly?

We are very sorry to hear that you are having an inconvenient experience with Visitor Analytics. Does the application not work from your end? A white screen or "There is nothing here" error appears or it loads indefinitely? 

There might be some external factors causing difficulties in regards to this that are not related to our app and cannot cannot be resolved on our part. In order to see your app data, we'd like you to do these steps:

  1. First, make sure that your browser is not set to block the cookies.
    If it is, please set it on Allow all cookies, or scroll down a bit and there is an option to Add Sites that can always use cookies (if you use Chrome, but similar for Safari). Please click on Add, write https://www.wix.com/ and make sure you check Including third-party cookies on this site

    If this was not the case, please try the following:
     
  2. Go to your browser's settings, and Clean all the cached images and files (for all time)
  3. Turn off any running or activated adBlockers. The reason for this action is that if do you have any running add-ons or browser extensions (e.g. AdBlock, Avira, uBlock, Ads Killer, uBlock Origin, uBlock Plus, AdBlock Genesis Plus, Norton etc.), Visitor Analytics might not load accordingly
  4. Also, very important, please make sure that you are not using any custom proxy connection or having some firewalls (if you are using the internet at your work/school place, for instance) try to connect your device to another internet and see how it goes
  5. Additional possibilities: If your browser in use is Safari, just make sure its version is 13.x or higher. Also, if you use Brave, make sure that you Disable the blocking Trackers & Ads option.
  • Try and open the app in a different browser. This way you make sure this is something related to the previous browser.
  • If none of the above resolutions do not work for you, do not hesitate to contact us at support@visitor-analytics.io, we'll deeper investigate the issue and get the app back on track for you.

​​​​​

Visitor Analytics does everything it can do to obtain data from all the visitors coming to your site. Even so, there are sessions where visitor data cannot be collected. The app cannot track visitors who:

  • Are excluded due to the Free version limit exceeding (or premium limits if the case). Make sure you did not reach that limit.
  • Have enabled Do Not Track option in their Chrome/Firefox/Edge/Opera etc. browser (or its equivalent Ask websites not to track me named in Safari).
  • Have blocked JavaScript in their browser permissions settings.
  • Preferred to disable Visitor Analytics from our Opt-Out page.
  • Have their IP ignored within your Visitor Analytics settings.
  • Run browser extensions such as AdBlock, Avira, uBlock, Ads Killer, uBlock Origin, uBlock Plus, AdBlock Genesis Plus etc. that have EasyPrivacy option enabled (which means that loading additional tracking scripts is not allowed).

Furthermore: Visitor Analytics have a bot & crawler filter, so it does not collect data from most of the bots and crawlers around the web, in order to keep the stats as accurate as possible.

There might be some factors that could cause our app to stop following visits. In order to get it back on track, we'd like you to make sure that:

  • The visits limit was not reached, especially when using the Free version of the app. Upgrade to a higher pack if needed.
  • The app has not been removed from your site. The widget can be easily deleted without noticing. Make sure the app is still attached to your website.

Do not hesitate to contact our support directly if needed!

There are two scenarios that might cause the trouble:

  1. If you accidentally delete the stat-counter widget from your editor, and publish the changes, the app will be removed from your site.
  2. Some apps are simply removed from the website, when the Editor is switched to Wix ADI Editor. The apps added during the usual editing, that are not compatible with ADI (Visitor Analytics and other apps are not among the apps in ADI) are being erased when switching to that type of Editor.

Our advice is to re-add the app as soon as possible. This way you make sure that your data is not lost for a long time range.

Also, if you do not want anything added to your live website, nor your Editor, but only to track the data, just delete the widget appPublish the changes and add our app again as a Dashboard app only this time (see option (A) here). Now, check your stats at any moment, without going through your Editor anymore! This way, the app won't get removed next time you use Wix ADI, the risk of removing it from the Editor by mistake being minimal as well.

At the moment, Visitor Analytics only offers e-mail reports related to your website stats, based on your settings: daily/weekly/monthly reports.

You can also opt-in to receive tailored Tips & tricks on improving your website performance and Visitor Analytics usage (no more than 2 emails/month) and to receive special offers from Visitor Analytics (no more than 1 email/month).

If you used to receive push notifications on your mobile phone any time someone visited your site, or when a visitor started a chat with you, that is most probably related to another app. Note that other apps can have a different tracking infrastructure than ours. They might send a notification every time a user is switching pages, while we track visits based on sessions (a session lasts for 3 hours) in which we list the pages and the time at which they were visited.

Looking into analytics is a normal step in the process and seeing different data than in your ads stats might puzzle you.
For a comprehensive understanding of your website traffic, it is important to know about the differences between the biggest tracking platforms and how they collect data. 

There are some cases when your Google or Facebook Ads data might not match your Analytics data. Here are some of the most common reasons.

Advertising providers track clicks, whereas Analytics tools tracks sessions. There are several reasons that these metrics may differ:

  1. A customer may click your ad multiple times. When one person clicks an ad multiple times in the same session, AdWords record multiple clicks while Analytics tools recognize the separate page views as one session.
  2. A person might click on an ad, and then later, during a different session return directly to the site through a bookmark or saved link. This would register as one click in AdWords, but multiple sessions in Analytics.
  3. Someone might click on your ad and then change her mind and prevent the page from fully loading by clicking to another page or by pressing the browser Stop or Back buttons. In this case, Analytics won’t register a session, but AdWords still counts this as a click.

It is also well known that tracking platforms (e.g., Google Analytics, Google Ads, Facebook Analytics) track visits, clicks and traffic differently. Therefore, you may see different metrics in different platforms as well:

  1. Clicks vs. Sessions: Some services (e.g., Google Ads) track every click a visitor makes, whereas other services (e.g., Google Analytics) only track one click per session.
  2. Filtering of invalid clicks: Some services filter out invalid clicks, while others show all clicks.
  3. Tracking blocked by browser extension: Some browser extensions block tracking of certain tracking services and prevent them from collecting data.

There are 2 types of Premium plans, one assigned to your Wix account/site and one for 3rd party apps.

  • If you have a Visitor Analytics premium plan, and you can still see the Upgrade option, it means that there are other higher plans to upgrade to if needed.
     
  • If you have a Wix premium plan, you might have noticed that the apps that come with your Wix subscription are already mentioned among the package benefits. If you can see Visitor Analytics among them, all you have to do is to redeem your free premium app by following the steps mentioned here.

In order to have access to your stats directly in the standard app, the process is not the same as for other types of sites when it comes to Wix websites.

If you already installed our app in your Wix Dashboard and upgraded to a premium plan, there only a few extra steps to accomplish in order to deliver the statistics directly from the Wix app into the standard one. Check the instructions here.

If you already added your site within the standard account, you can delete it from there, now that you have access to the stats directly from our Wix app.

Since we're an analytics app we need to respect privacy laws and policies and we can only offer an approximate location of the visitors.

In order to understand this feature into more details, here are some things to consider:

  1. Usually, an Internet Service Provider offers an approximate location of a certain IP address (e.g. city, and sometimes, neighborhood), for security reasons. Now, when we show you the location of the visitor we are also obligated by law to not show the real provided address (this is the second layer of anonymity required by law) so we also display an approximate location.
  2. If the visits are performed using mobile phones, the location is given by the internet provider's main Wi-Fi tower (which usually is not located on the same street as the visitors). 
  3. We check the locations based on the IP addresses, and each IP is registered with an approximate location by the service that assigned it. We are using this data as it is registered and updated by each internet provider and display it as it is.

Note: The location's pin moves from place to place, over a certain area, every time you refresh the map. The radius is respected by the app and it moves the pin all around in that specific area, precisely so as not to give you the impression that the visitor is coming from exactly that spot, but from that area.

We understand that you are getting visitors which are difficult to explain, but, unfortunately, we cannot give you information about the source of the traffic.

​Your website is live worldwide most probable, so the visits might be real. Also, the visitors might use a VPN connection to surf on the internet, hence their real location cannot be identified.

​A solution for this would be to ignore visits by IPs. Just add the unwanted IPs to your blacklist and you won't see visits from them any longer in your stats.

Visitors might often use VPN connections or have dynamic IPs, but they use the same browser to surf on your website. We track visitors based on their browser in use. If they use the same browser but have different IPs, we recognize them as same visitors.

You may also see the same IP address as New visitor multiple times. If the IP is from the same router for multiple users, all of them will show up as unique visitors, since they are new people using different devices and implicitly different browsers, but have the same IP. This might happen in offices or wherever there are more people using the same Wifi router. 

In order to see the entire history of an IP, just click the IP itself and then "See History".

Note that not all the websites are sharing their referrer. We highly recommend you to Check If Referrer-Policy Is Enabled, for those websites you are expecting a referral. There are some tools that can let you find out if your concerned websites have the referrer policy enabled.

Can't find an answer to your question?

But we're here to help! Feel free to Contact Us if you can't find the answer on our FAQ page, in the Help Center, or in the FAQs related to the standard application.

Also, the Wix app functions almost the same as the standard app, so you might find the answer to your question by checking the FAQ page of our standalone application here.

To top