Missing Visitor Data

Diagnose and resolve issues when visitor data appears to be missing or incomplete.

Common Scenarios

No Data at All

If your dashboard shows zero data:

1. Check tracking is installed - See Tracking Not Working
2. Verify date range - Ensure you're viewing the correct period
3. Check website selection - Confirm correct website is selected
4. Wait for propagation - New data may take 1-2 minutes to appear

Partial Data Missing

If some metrics are missing but others work:

Missing Data	Likely Cause
Geographic location	IP anonymization enabled
Returning visitors	Privacy mode or cookies blocked
Session duration	Single-page visits or quick exits
Referrer data	Direct visits or HTTPS→HTTP
Events	Custom events not implemented

Date Range Issues

Check Your Filters

1. Look at the date picker in the top right
2. Ensure it covers the expected period
3. Try "Last 7 days" to verify data exists

Data Retention Limits

Plan	Retention
Free	1 year
Pro	2 years
Scale	4 years
Enterprise	Custom

Data older than your retention limit is deleted.

Traffic Source Issues

Missing Referrer Data

Cause: Direct visits or referrer stripped

Direct visits happen when:

• User types URL directly
• Clicks from email (often)
• Bookmarks
• Some mobile apps
• HTTPS to HTTP (referrer policy)

Solution: Use UTM parameters:

https://yoursite.com/page?utm_source=newsletter&utm_medium=email

UTM Parameters Not Showing

Check:

• Parameters spelled correctly
• Not being stripped by redirects
• URL encoding correct

Example:

Correct: ?utm_source=google&utm_medium=cpc
Wrong: ?utmsource=google (missing underscore)

Geographic Data Missing

Country/City Not Showing

Causes:

1. Full IP anonymization enabled
2. Privacy mode active
3. VPN/proxy users
4. Bot traffic filtering

Check settings:

1. Go to Settings → Privacy
2. Check IP Anonymization setting
3. Full anonymization = country only, no city

Improving Geographic Data

If needed:

• Use partial instead of full anonymization
• Accept some privacy trade-off
• Geographic data from privacy mode is limited

Session and Duration Issues

Session Duration Shows 0

Causes:

• Visitor viewed only one page
• Visitor left before any interaction
• JavaScript error prevented tracking

This is normal for:

• High bounce rate pages
• Quick reference content
• External link landing pages

Sessions Not Linking

If the same visitor appears as multiple sessions:

Causes:

1. Privacy mode enabled (no cross-page tracking)
2. Cookies blocked by browser or user
3. Incognito/private browsing
4. Session timeout (default 30 minutes)

Event Tracking Issues

Custom Events Not Appearing

Check:

1. Event code implemented correctly
2. No JavaScript errors
3. Event name matches dashboard filter

Test in console:

// Send test event
window.zenovay('track', 'test_event', { test: true });

Events Appearing as Page Views

Ensure you're using the right method:

// For events
zenovay('track', 'button_click', { button: 'cta' });

// For page views (automatic or manual)
zenovay('page');

User Identification Issues

Identified Users Not Showing

Check:

1. zenovay('identify', ...) called after login
2. User ID is consistent
3. Not in privacy mode

// Correct usage
zenovay('identify', {
  id: 'user-123',
  email: 'user@example.com',
  name: 'John Doe'
});

User Data Not Linking

Ensure:

• Same user ID used consistently
• Identify called on each session
• Not clearing cookies between visits

Bot Traffic Filtering

Traffic Seems Too Low

Zenovay automatically filters bots:

• Search engine crawlers
• Monitoring services
• Known bot user agents

This is correct behavior. Your real human traffic is lower.

Traffic Seems Too High

If you see suspicious traffic:

1. Check Live view for patterns
2. Look for unusual countries
3. Check for high bounce, low duration

Enable stricter filtering:

1. Go to Settings → Filtering
2. Enable Strict Bot Filtering

Data Sampling

Pro/Scale Plans

Higher-tier plans don't sample data.

Enterprise

Enterprise can configure sampling for very high-traffic sites.

Check your settings if data seems inconsistent.

Real-Time vs Reports

Real-Time Shows Data, Reports Don't

Data processing delay:

• Real-time: Instant
• Reports: Up to 5 minutes

Wait and refresh reports.

Reports Show Data, Real-Time Doesn't

This is expected:

• Real-time shows active visitors
• Reports show historical data
• Both are correct

Comparing to Other Tools

Numbers Don't Match Google Analytics

Differences are normal due to:

• Different tracking methods
• Different bot filtering
• Different session definitions
• Different user identification

Expect 10-20% variance between tools.

Page Views Lower Than Expected

Check:

• Script on all pages
• SPA page changes tracked
• No pages excluded accidentally

Data Export Issues

Export Missing Data

Check:

• Date range in export
• All data types selected
• Export completed successfully

Export Truncated

Large exports may be:

• Split into multiple files
• Require scheduled export
• Need API for full data

Verification Steps

1. Check Real-Time View

   • Visit your site
   • You should appear within seconds

2. Check Page Source

   • Verify script on all pages
   • Correct website ID

3. Check Browser Console

   • No JavaScript errors
   • Zenovay object exists

4. Check Network Tab

   • API calls succeeding
   • 200 status codes

Recovery Actions

If Data Was Lost

Unfortunately, deleted data cannot be recovered.

Prevention:

• Set up regular exports
• Use appropriate retention settings
• Don't delete websites accidentally

If Tracking Was Broken

Once fixed:

• Historical gap remains
• Future data will be accurate
• Consider adding annotation

Contacting Support

If issues persist, contact support with:

1. Website URL
2. Dashboard screenshot
3. Date range affected
4. Steps already tried
5. Browser console errors

Next Steps

• Tracking Not Working
• Data Discrepancies
• Understanding Metrics