Jetpack Stats: Troubleshooting and FAQs

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.

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.

The Stats feature is active, but no visits are being recorded anymore.

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, you’ll want to ensure the wp_footer() function is still there. If it is there, you’ll want to check for 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. This guide has information on how to disable the Complianz integration with Jetpack.

How is traffic counted?

The following traffic will not reflect in your stats: 

• Visits you make to your publicly-available site while logged into your admin account. 
• Visits from browsers that do not execute JavaScript or load images. 
• 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.

Note that this is by default, but you can control which user views get counted in your stats. For information about changing this configuration, see this support guide.

I’m a contributor, author, or another non-admin role on the site, and can’t see stats.

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.

My stats are at zero, and I lost all my followers!

There’s no need to fear; Jetpack is here! We can help reconnect you to your missing stats and followers. Please visit this support page for more information.

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, and the stat counts are different. Why?

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.

Why aren’t my site visits updating? 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 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.

How do I get more traffic?

We have a few tips for attracting more visitors to your site.

How do I download my stats?

You can download the stats under the “Traffic” tab by following these steps: 

1. Click View all under the section of interest. 
2. Scroll to the bottom of the page.
3. Click Download data as CSV to download the reports to your computer as a CSV file.

For more information, see the Traffic support guide.

Why are my VideoPress stats 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.

I want Jetpack Stats to honor DNT.

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' );

See this guide for more about adding code snippets to your site. You can find the filter documentation here.

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' );

Please note that if you choose to honor DNT on an existing site, you may see an obvious decrease in post/page views.