Help with Clicky

You can delete a web site by going to that site's preferences page, and clicking "Delete this web site".

Please contact us to delete your account. Include your username and registered email in your message. We strive to make the best analytics service on the planet, so your feedback on why you want to stop using our service would also be much appreciated.

To change your username, please contact us. To change your password or email address, click the edit link in the top right corner of your user homepage

If you've forgotten your password, use this page to reset it.

This feature is only available in our whitelabel analytics service. However, there is also the "private link" feature, available to Pro or higher accounts. Anyone who has the private link for a given site will be able to view the stats for that site, without having to login and without you having to make the stats public. The private link for any site is available from that site's preferences page.

Yes, please contact us with specific details of which accounts you want merged or which sites you want moved from one account to another. We will need proof that you have the right to make this change to all of the accounts in question.

No! We have both free and paid options. Please see this page for more details.

If you are paying us directly with a credit card, click here to update your billing information.

If you are paying with Contenture, click here to update your billing information on Contenture's web site.

If you are paying with Paypal, login to your Paypal account and enter your new billing details there. Then, click here to edit your subscription so that it is using your new payment information.

If you are paying with Paypal, click here to cancel your subscription.

For all other payment methods, please contact us. To help us build a better analytics service for everyone, please be sure to tell us why you would like to cancel your subscription.

Please sign up for the subscription you want on this page. If you are upgrading, contact us and we'll send you a pro-rated refund for the last payment of your old subscription. However, we do not offer refunds for downgrades or cancelations.

If you were previously paying us directly with a credit card, and are doing the same for your new subscription, then your old subscription will have been automatically canceled. However, for other payment methods, you may need to cancel the subscription manually. Please contact us for further details.

We currently accept all major credit cards, Contenture, and Paypal. We cannot accept any other form of payment.

Please use this page to upgrade your account.

All of our plugins are developed by third parties so we are unable to provide support for them. Please contact the developer of the plugin for support.

Please see the definitions on this page.

This typically happens when you mistype your domain name when you first register it on Clicky. Go to your site preferences and ensure the domain is typed correctly. If it does not match exactly the domain of your web site, then Clicky will not log traffic for that site.

If the domain is typed correctly, there are two other causes. One is that you never got the tracking code installed fully on your web site. Check your live site's HTML, and if you don't see the tracking code, grab a fresh copy of your tracking code (how? details below) and get it installed on your web site.

If the code is installed on your web site, and still nothing is being logged, then your site may be using "frames" to mask the real domain. For example, you go to "mysite.com" but it secretly loads "mysite.geocities.com" in a frame. In this case, you need to enter in the second domain that is being masked, not the first!

This is usually the result of you or someone on your team accidentally removing the tracking code from your web site. For example, you may have restored your site from a previous version which didn't have the tracking code installed on it.

Before contacting us, please go to live live web site and "view source" and search (Ctrl+F) for the tracking code. If you don't see it, this is the problem! Where do you get another copy of your tracking code? See the next question!

Go to your site's preferences page, then click the "tracking code" link near the top of the page. This is the code you need to paste onto your site to enable us to monitor your traffic. And yes, it needs to be installed on every page you want tracked.

Here are some commons reasons why a visitor may not show up in your visitor log:

• They are using a tracking blocker or other "privacy" software
• Their firewall blocked our tracking servers
• Their browser is not sending a proper referrer
• They have a slow connection and didn't have time to download and execute our tracking code before moving on
• They have disabled Javascript
• They are in your IP block list

Spy is truly "live" data, while the rest of the service it typically 1-5 minutes behind real time. This means you'll see data in Spy before you see it show up anywhere else.

Go to your site preferences, then go to the "IP tags and filters" section. On this page, you can enter individual IP addresses to block from being tracked, including your own or someone else's. Note: This feature does not block ths person from visiting your site. It only tells us to ignore their visits in your stats.. You can also set a cookie on the same page to always ignore your own visits, no matter what your IP address is.

Every service works differently, particiularly "log analyzers" such as AWStats - these services log ALL traffic to your site, even from search engines and other bots. Clicky and most other hosted services only monitor human activity on your web site.

Geolocation by IP address is imprecise, but even just rough estimates are still very helpful to understand the overall geography of your visitors. Our database is 99% accurate on a country level, 80% accurate on a city level within the US, and 60% accurate for cities outside of the US. It is stored in a proprietary format so we don't have the ability to make changes to it, however it is updated once a month by the company that provides it. When you consider that there are over 4.2 billion possible IPs and they are constantly changing hands, you may see the difficulties with keeping this information up to date.

Yes. The tracking code you paste on your site is about 5 lines of code. The very first line is this image. Delete that first line and the tracking code will be invisible.

Note that the last line is also an image, however, it is wrapped in a "noscript" tag which means a person's browser will only "execute" it if javascript is disabled. This image is used to track your visitors who don't have javascript. It is completely invisible in either case, so you should leave that one in tact.

No. We do not offer this option and we have no plans to ever do so.

We are a very small company and unfortunately cannot provide any telephone support. However, we try to answer all emails in a timely fashion and each one is a personal response to your inquiry - we don't use form responses or automated software or anything like that.

Feel free to pitch us your idea, but know that we are always extremely busy and will likely only pursue a partnership if we believe it will be of tremendous value to both our company and our user base.