Troubleshooting
Solve common issues with tracking, login, data discrepancies, and more. Get your analytics back on track quickly.
API Connection Errors
Troubleshoot API connection issues, authentication failures, and integration problems. Learn about api in this troubleshooting guide.
Why am I being asked to verify my email again?
Email re-verification fires for security reasons. Here are the common triggers and how to clear the prompt.
Billing Issues
Billing Issues: Resolve payment failures, invoice problems, and subscription billing issues. Explore this troubleshooting guide for details.
Browser Compatibility
Browser Compatibility: Resolve browser-specific issues with the Zenovay dashboard and tracking script. Explore this troubleshooting guide for details.
The dashboard is loading slowly — what can I do?
Slow dashboard loads usually have one of three causes. Here's how to diagnose and what fixes you can apply yourself before contacting support.
Data Discrepancies
Understand and resolve differences between Zenovay data and other analytics tools. Learn about data in this troubleshooting guide.
Domain Verification Errors
Understand and resolve domain verification errors, including 403 Forbidden responses from the Zenovay tracking script. Explore domain setup and best practices.
My first event hasn't appeared — what's wrong?
A 60-second checklist to diagnose why your first Zenovay event isn't showing up: tracking code mismatch, ad blocker, CSP, localhost, and more.
Globe Not Loading
Globe Not Loading: Fix issues when the 3D globe visualization doesn't display or performs poorly. Explore this troubleshooting guide for details.
Heatmap Data Missing
Heatmap Data Missing: Fix issues when heatmap data isn't appearing or seems inaccurate. Explore this troubleshooting guide for details.
Login Problems
Resolve issues logging into your Zenovay account, including password and authentication problems. Learn about login in this troubleshooting guide.
I lost my MFA device — how do I recover my account?
Lost your phone with the TOTP app or your YubiKey? Here's the recovery flow using backup codes, and the fallback if those are gone too.
Why does my visitor count look low some days?
Day-to-day variation is normal, but unusually low days have specific causes. Here's the checklist that catches 95% of cases.
MFA Recovery
Recover access to your account when you've lost your multi-factor authentication device. Learn about mfa in this troubleshooting guide.
Missing Visitor Data
Troubleshoot issues when visitor data is incomplete, missing, or seems inaccurate. Learn about data in this troubleshooting guide.
Performance Issues
Performance Issues: Optimize Zenovay dashboard performance and resolve slow loading problems. Explore this troubleshooting guide for details.
Session Replay Issues
Session Replay Issues: Troubleshoot problems with session recordings not capturing or playing back. Explore this troubleshooting guide for details.
My team member can't access the dashboard — what permissions do they need?
How Zenovay's role-based access works, why an invited team member might not see a website, and the exact steps to grant or fix access.
The tracker shows 'not detected' on my site — what now?
When the dashboard banner says 'Tracker not detected', here's how to figure out which check failed and what to do next.
Tracking Not Working
Diagnose and fix common issues when Zenovay tracking isn't recording visitor data. Learn about tracking in this troubleshooting guide.
Why do some events show as 'Unknown' source?
An 'Unknown' source row in the dashboard isn't a bug — it's data that arrived without a referrer or with one we couldn't classify. Here's how to interpret it and shrink it.