Table of Contents
- Setup check – How it works page: visits received? tracker blocked? own visits counted? Follow its buttons.
- Script present – view the page source in a private window and search for
opti-behavior. - Cache – purge page cache, object cache and CDN; exclude the trackers from JS delay if you use one.
- Consent – in Full Tracking, accept the banner when testing.
- Not a bot, not spam – stay 20+ seconds and click; very short tests can be classed as spam.
- Not excluded – your IP is not in Excluded IPs; admin tracking is on if you test logged in.
- Background tasks – if numbers never update, WP-Cron may be off: set a server cron.
- Debug – enable debug logging, reproduce, send the log to support.
Specific cases #
| Symptom | Cause | Fix |
|---|---|---|
| Sessions appear but no heatmap | Archive page, or no clicks | See heatmap troubleshooting |
| Heatmaps but no recordings | Recording off, no consent, quota | See recordings troubleshooting |
| Only your own visits | Site not public yet or cached without tracker | Purge cache; check robots/maintenance mode |
| Numbers stop updating | WP-Cron not running | Set a server cron |
| All visits flagged spam | Thresholds too strict | Lower them in Traffic & Behavior |
FAQ #
How long until a visit shows up? #
Real-time visitors within seconds; some dashboard widgets update on a short cycle.
Check the requests #
- Open your site in a private window and the browser DevTools → Network tab.
- Click and scroll a little.
- You should see small requests from your own domain a few seconds later. None? The tracker is not running: back to the cache step.
- Requests with errors (403, 500)? A security plugin or firewall may block them; allow requests from your own pages.
Expected result #
A private-window visit appears in Real-time Visitors within a minute.
