Help centre
Three guides, written for the questions people actually ask
Setting up, reading the numbers, or working without a mouse. If you are after the wider picture — architecture, the developer API, data handling — start at the docs instead.
Not what you were after?
Guides
- 01Install guideCopy your domain’s tag, place it in the head, publish, verify. Includes the WordPress, Google Tag Manager, Shopify and Next.js variants, the three consent modes, and what to check when verification comes back empty.The snippetFramework variantsConsent modesTroubleshootingOpen
- 02Metric glossaryEvery figure the product shows, with the arithmetic behind it — how a bounce is decided, what the health score deducts for, why yesterday’s visitor may count twice. Indexed alphabetically.Visitor analyticsSite health & SEOCRMPlatform termsOpen
- 03Keyboard referenceWhat is operable without a mouse today, grouped by the kind of control you are on — menus, dialogs, tables, forms — and an honest note about the command palette that does not exist yet.Focus & navigationMenus & dialogsTablesAssistive techOpen
Common questions
Asked often enough to write down
How long until data appears after I install the tag?
Sessions show up as soon as a real visitor loads a page carrying the verified tag — there is no nightly batch for the live figures. The first crawl, which brings back pages, technologies, SSL details and Core Web Vitals, finishes within the hour.
Why does the same person count as two visitors across two days?
The visitor identifier is a salted hash and the salt rotates every 24 hours. That is a deliberate privacy trade: we cannot follow someone indefinitely, and in exchange a long-running return visit is counted twice. Returning-visitor figures use the aggregate record, not the rotating hash.
Do I need a cookie banner?
That depends on your jurisdiction and what else runs on your site, and it is not a question we can answer for you. What we can say is which mode does what: respect_dnt honours the browser’s Do-Not-Track or Sec-GPC signal, strict_consent sends nothing at all until your banner calls np(‘consent’, ‘granted’), and off ignores both. The cookie notice sets out exactly what is stored on a device.
Can I stop a form field or a whole section being tracked?
Yes. Mark a field data-np-private, or wrap a region in data-np-ignore and nothing inside it is recorded. Password fields are excluded automatically, and no input value of any kind is ever sent — only the fact that a field was interacted with.
Why is my domain still pending verification?
Verification fetches your homepage and looks for the tag, and separately checks whether a signed beacon has arrived recently. A staging-only deploy, a cache still serving the old HTML, or a tag placed in the body rather than the head will all fail both checks.
How do I get more domains?
Domains are granted as a quota. Open a domain access request from inside the app; an admin can approve the full number or fewer, with a note explaining the decision.
Still stuck?
Support runs through tickets inside the app, so the thread sits next to your account and the domain it concerns — no reference numbers to quote back. Response times are set by plan and written down in the service level agreement.