Troubleshooting
22Solve 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.
Why am I being asked to verify my email again?
Email verification fires for security reasons. Here are the common triggers and how to clear the prompt.
Billing Issues
Resolve payment failures, invoice problems, and subscription billing issues.
Browser Compatibility
Resolve browser-specific issues with the Zenovay dashboard and tracking script.
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.
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 pageviews and visitors look doubled
When your counts suddenly double and bounce rate drops near zero, the tracking snippet is probably on the page twice. Here's how to fix it.
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
Fix issues when the 3D globe visualization doesn't display or performs poorly.
Heatmap Data Missing
Fix issues when heatmap data isn't appearing or seems inaccurate.
Login Problems
Resolve issues logging into your Zenovay account, including password and authentication problems.
I lost my MFA device — how do I recover my account?
Lost the phone with your authenticator app? Here's how to get back in with a backup code, and what to do 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.
Missing Visitor Data
Troubleshoot issues when visitor data is incomplete, missing, or seems inaccurate.
Performance Issues
Optimize Zenovay dashboard performance and resolve slow loading problems.
Session Replay Issues
Troubleshoot problems with session recordings not capturing or playing back.
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.
Why do some visits show as 'Direct' source?
A 'Direct' source row in the dashboard isn't a bug, it's a visit that arrived without a referrer or campaign tag we could classify. Here's how to read it and shrink it.