If Web Tracking in your Higher Logic Thrive Marketing Professional (Thrive Marketing Professional) account is not behaving as expected, review the information below to see if there's a suggested cause and/or solution.

TIP: If you are unable to resolve your issue with this information, create a case with Higher Logic Support.

Data-related issues

I am not receiving data from my site (according to the Web Tracking Setup page)

There are a few probable causes:

• No one is visiting your site. In this case, the JavaScript code will not run and cannot send information to Thrive Marketing Professional. Visit your website to run the JavaScript code and then verify that the data is sent to Thrive Marketing Professional.
• The code is not placed properly on your website. In this case, Thrive Marketing Professional will not receive any data. Ensure the JavaScript code has been placed in a location that will appear on every page of your website (use the information on the View Instructions page as a guideline for the Web Tracking code).
• If you are tracking multiple domains, make sure that the JavaScript code is placed in the appropriate website. Mismatching the code and domains will prevent you from receiving data.

I am getting tracking and purchase information sent from my website to the Web Tracking reports, but it references items that are not available for purchase on my site, and it references Interactions that don't make sense based on the contents of my website.

The most likely cause is that your website pages are embedded with the code samples that are provided on the Web Tracking Instructions page, rather than your account-specific code snippets (see Enable Web Tracking).

• The code samples on the Web Tracking Instructions page are only a guideline; they contain code structures that must be used for web tracking to work, but the string values that are in the parameters must be customized for each interaction and purchase you wish to track. The only code that does not change is the basic web tracking code that is responsible for gathering Known Users. If you want to track interactions and purchases, it will require some JavaScript and HTML experience to place these properly. Thrive Marketing Professional can assist, but only up to a certain point.

In Web Tracking Setup, my site is showing up as red and Not Receiving Data. Why?

Thrive Marketing Professional monitors information over a 24-hour period. If a user visits your site at 10:00 am and leaves at 10:05 am (and no one visits thereafter for 24 hours), as of 11:05 am the next day, your site will indicate that you are not receiving data.

• Visit your website from an IP address that has not been excluded; this should run the JavaScript code. Then verify that the data is sent to Thrive Marketing Professional. If you're still not receiving data, there may be a configuration issue.

User-specific issues

No Users showing up in my Web Tracking reporting

Have you sent at least one mailing that to your subscribers that contains at least one link to the website that you're tracking in order to collect Users in Thrive Marketing Professional?

If not, do so because Thrive Marketing Professional adds two parameters to the end of your URL. These are analyzed by the Web Tracking codes to add cookies into the browser to track all future visits by the subscriber in question.

Is it possible that a User may no longer be tracked?

Yes. User tracking is dependent on a cookie being stored on a user's browser. The user will no longer be tracked if they:

• delete cookies from the browser;
• uninstall and re-install the browser;
• use a different browser (Firefox instead of Chrome); or
• use a different device (which would have a distinct instance of the browser).

In order to re-establish tracking for the user, they'll have to again click a link in an email message so that the cookie gets stored.

Interactions and Purchases not showing up in my Web Tracking report

Our web-tracking processing occurs nightly, so there is a delay between when the data gets sent from your website and when it is presented in Thrive Marketing Professional.

• If you have verified that the code is properly embedded, then this expected delay is probably why.
• Visit your website from an IP address that has not been excluded; this should run the JavaScript code. On the following day, verify that the data has been sent to Thrive Marketing Professional and is included in the reporting.