Jetpack Stats provides clear and concise statistics about a website’s visits and traffic. To learn more about how to use Jetpack Stats, please see our other support guides. This guide focuses on troubleshooting and frequently asked questions.
Common stats problems and solutions
The stats feature is active, but no visits are being recorded.
Jetpack, like many other plugins, uses a function called
wp_footer() to insert elements like a Stats tracking code to your site’s footer. This function has to be added to your theme’s
footer.php file right before the closing
body tag. You can read more about this function in the WordPress documentation.
If you’ve recently edited that file, please make sure the
wp_footer() function is still there. If it is there, check for any other code you may have added to your theme (like in your sidebar, for example) that may break everything that comes after.
Note: Some GDPR/CCPA Cookie Consent plugins like Complianz can prevent page visit tracking until user consent is provided. That is known to reduce recorded visits. We have information on how to disable the Complianz integration with Jetpack.
My stats are missing, and I’ve lost my followers
This might happen if you recently setup a staging or development site that caused Jetpack to have an identity crisis.
But don’t worry! Jetpack still has the stats data – we just need to reconnect them to the correct site. To resolve this, please contact support with the following information:
- Your current site URL.
- Any prior development URLs or subdirectory/subdomain URLs.
- The WordPress.com username used to connect Jetpack
I can’t see stats
If you are a contributor, author, or another non-admin role on the site, please ask the admin on the site to change the default setting to allow your user role access to the stats. There’s information about how to enable stats viewing for other roles on the site in this support guide.
Site visit stats are not updating, but I know people are visiting the site
Jetpack stats are updated periodically throughout the day. If you see a problem with your stats not updating, please contact support here.
My stats are incorrect
If you’re seeing high site visits in your Jetpack stats that you know are not accurate, there could be a few reasons for this. First, make sure that you are not logged into your admin account when visiting your site. Visits made while logged in as an admin are not counted in the stats.
Second, check if you have any caching plugins or services enabled on your site. Caching can sometimes cause visits to be counted incorrectly. Try clearing your cache and see if that resolves the issue. If the issue persists, you may want to reach out to our support team for further assistance. They can help investigate the issue and provide a solution. If you need more help, please contact support.
My stats do not match another analytics service (like Google Analytics or HotJar)
All stats tracking systems collect and report information differently.
For example, Jetpack’s stats do not include visits from logged in users by default. Many site owners find this useful, since tracking your own visits artificially inflates your traffic. That might be one explanation for the variance between your other stats system and Jetpack’s.
Jetpack also does not report visits in real-time. That is, there’s a bit of a lag between when visits occur, and when they are reported in your stats.
Additionally, there are certain search engine robots and “spiders” that Jetpack doesn’t count, and referrers that are considered spam referrers by Akismet (our spam-catching plugin) will not be reported in your stats. Other tracking systems may be less discerning in what they count toward the stats they report to you, and therefore give you different numbers than we do.
Finally, the different rates at which all these trackers are blocked by the different ad-blocking browser extensions can also affect your stats.
For all of those reasons, different stat tracking methods will rarely, if ever, be in sync. You may find it worthwhile to use tracking data from a variety of stats systems to develop a broad picture of your visitors’ behavior
My stats reflect the wrong date and/or time
Our stats get the timezone from WordPress itself, so if your stats appear to be reflecting the wrong date/time, double-check the timezone at Settings -> General in your site’s WP Admin.
VideoPress stats are not appearing
VideoPress stats will not be tracked if you are not using the VideoPress player. In accordance with our service guidelines, please make sure your videos are playing only via the VideoPress player and not any other third-party players.
Frequently asked questions (FAQs)
How is traffic counted?
he following traffic will not reflect in your stats:
- Visits you make to your publicly-available site while logged into your admin account.
- Visits from Googlebot and other search engine spiders.
- Visits to your publicly available site by registered users that are logged in, and listed as members of the site.
This is by default, but you can control which user views get counted in your stats. For information please check out our help documentation about on how to congifigure Jetpack stats.
Can I use other analytics services (like Google Analytics) with Jetpack Stats?
Yes! You can use both on your WordPress installation. The benefit of using Jetpack Stats is that you can see a snapshot of your site’s activity right from your dashboard. If you want to use another analytics service to give you additional in-depth information, you can certainly do so.
Can I transfer my followers from WordPress.com to my new Jetpack site?
If you’ve moved from WordPress.com to your very own Jetpack-powered site and want to transfer your WordPress.com followers and email subscribers, please use our transfer tool.
I just moved my followers from WordPress.com to Jetpack; why are the stat counts different?
On WordPress.com, your WordPress.com followers and email followers are counted separately. This means that one person can follow your site on the Reader and receive email notifications when you make a new post which would count them on both lists. On Jetpack, that same follower would only be counted once under WordPress.com Followers on your My Followers list.
How do I get more traffic?
How do I download my stats?
You can download the stats under the “Traffic” tab by following these steps:
- Click View all under the section of interest.
- Scroll to the bottom of the page.
- Click Download data as CSV to download the reports to your computer as a CSV file.
For more information, see the Traffic support guide.
How do I reset my stats?
There is no “Reset Stats” feature in Jetpack, but our Happiness Engineers can help you reset your site’s stats. Note that this will reset your Jetpack stats and start tracking new data from that point forward. It is not possible to reset stats from just a single day or a period of time.
This action cannot be undone, so please make sure you want to reset your stats before proceeding. The first step is to disconnect Jetpack on your site. When you’re ready, go to Jetpack > My Jetpack, and disconnect your site, then contact support to let us know you’d like to reset your stats.
How do I get Jetpack Stats to honor DNT (Do Not Track)?
Do Not Track (DNT) is a feature in web browsers and websites that asks advertisers and other web software providers to not track individuals’ browsing habits. As a site owner, you can force the Jetpack Stats feature to honor any visitors with DNT enabled and not track their activity (i.e. post and page views) by adding the following code snippet to your site:
add_filter( 'jetpack_honor_dnt_header_for_stats', '__return_true' );
We hope to add this as a user-facing setting to the Jetpack Stats in a future release.
If you’re using Jetpack to enable Google Analytics on your site, you can force Google Analytics to honor visitors with DNT enabled by adding this code snippet:
add_filter( 'jetpack_honor_dnt_header_for_wga', '__return_true' );