Common Questions

A lot of the emails we receive are related to the questions below. Please read through these before contacting us!

Clicky isn't monitoring my traffic

Go to your live web site, "view source" and try to find the tracking code in your HTML. If you don't see it, that's the problem. We can't monitor your traffic if the code isn't installed on your web site, so you'll need to install it. How do you do that? Please see the next question.

If you are using a plugin to activate Clicky on your site, then either the plugin is not setup correctly, or (in WordPress' case), your theme does not support "wp_footer", a key feature that many plugins rely on that many theme developers ignore.

I lost my tracking code / I need another copy of my tracking code

Anytime you register a new site, you are given the new tracking code for that site immediately. If you need to grab it again, it's in your site preferences. Go to your user homepage, then click "preferences" next to the site in question. This will take you to that site's main preferences page. One of the sections (the sub-tabs at the top) is "tracking code" - that's where you want to go!

Can I create sub-users with access to only certain sites?

This feature is only available in our white label service. However, we have another feature called the "private link" that should meet the needs for most users. Anyone with this link can view the stats for a given web site in "read only" mode, without having to login and without you having to make the data public. This is available from the site preferences area (Pro account required).

I know for a fact that someone came to my site but they never showed up in Clicky. What gives?

Here are some common reasons why a visitor may not show up in your logs:

They are using a tracking blocker or other "privacy" software
Their firewall blocked our tracking servers
Their browser is not sending a proper referrer
They have a slow connection and didn't have time to download and execute our tracking code before moving on
They have disabled Javascript
They are in your IP block list

Can I block my own visits to my site from showing up?

Yes. From the main preferences page for any site, click the "IP tags & filters" link near the top. You can block any IP address from this page (yours or someone else's), and/or set a cookie that will ignore your visits no matter what your IP address may be. You can also assign names to IP addresses on this page.

Can I hide the

image on my web site?

Yes. The tracking code is 3 lines of HTML. The first line is the image/link, so that is the one to delete if you don't want this on your web page. Keep in mind that this image also automatically includes your affiliate link, so you are missing out on potential revenue from any of your visitors who might sign up for Clicky through that link!

Some of my visitors have "internal" IP addresses (10.0.0.xxx, 192.168.1.xxx, etc). Why?

It is not always possible to obtain the true IP address of a visitor. IP spoofing and proxies are two common reasons for this. We of course always try to get the true IP address, but sometimes the only thing that Apache sees is an internal address.

Traffic in Spy is not showing up in the rest of my stats

Spy is truly "live", whereas the rest of your stats are typically 1-5 minutes behind real time. Therefore you won't see those visitors or actions until a few minutes have passed and the traffic has been processed and inserted into the database.

Contact us directly

If you have a technical support question, please consider searching our user forums before emailing us. This is also a great place to post questions, as you may get a response faster from another user, and this question will be publicly available for other users to read if they are having a similar problem.

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