Troubleshoot Jetpack Stats and FAQs

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.

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. If you have a paid plan and have lost your stats or subscribers, 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

If you have a free user, please post a request on the Jetpack forum.

First, make sure you have a paid Stats plan if your site is commercial.

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. We have a support article about how to enable website stats viewing for other roles.

Jetpack stats are updated periodically throughout the day. If you see a problem with your stats not updating, please contact support here.

If your stats page seems to be stuck or spinning, try the following steps:

1. Visit your stats directly via the URL https://wordpress.com/stats/day/{siteURL}.
2. Clear your browser cache.
3. Make sure you are on the most updated version of WordPress and Jetpack
4. Disconnect and reconnect Jetpack
5. Check for a plugin conflict.

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.

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

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 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.

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.

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.

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.

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.

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.

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

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.

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.

No. At this time we only track visits and clicks on a certain page. Jetpack does not record how long a visitor spends on a page, or anything about their behavior, such as mouse tracking.