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

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.

We're happy to share with you a few articles we have which may help you out in improving your site and may also help increase traffic as well. Check out the following posts:

• 5 things to consider when you are writing texts for your website 

• Infographics: How to Write SEO-Friendly Content 

• Great tools to use when you are editing your website content

• 3,14 tips to boost your traffic

See here all our Blog Posts.

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.

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.

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.
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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).

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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 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.

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.

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.

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.

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 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 Editor, Publish 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 Editor, Publish 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 app, Publish 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.

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 app, Publish 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 than Wix. If you already installed our app in your Wix Dashboard, 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.

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.

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.

We are here to help! Feel free to Contact Us, if you can not find the answer within this FAQ page, nor our Help Center or the FAQs related to the standard application.

Also, the application's functionalities are mostly the same for the Wix app as for the standard app, so you might find the answer to your questions by looking in the FAQ page of our standalone application here.