Intercom

If you need any more help with your visitor data or credit settings, I’m here to assist. Would you like to share more details about what you’re trying to resolve or understand?

Is that what you were looking for?

It's not possible to backfill website visitor tracking data for the period when your workspace was out of credits. Visitor data is only captured while the tracking snippet is active and your workspace has credits available. Any visits that occurred during the credit outage can't be recovered or retroactively added once credits are restored. [1] [2]

Did that answer your question?

Yes, if your workspace ran out of credits, website visitor tracking would stop until new credits were added. This could explain the gap in your data. You can check your credit usage in Settings > Credit Usage and see if you hit your monthly limit during that period. To resolve this, you can purchase extra credits in Workspace Settings > Plans and Billing > Purchase Credits or upgrade your plan if you expect higher usage in the future. If credits were recently purchased or your plan renewed, it may take 1–2 hours for credits to appear. If the issue continues after credits are added, you can ask to speak to a human for further help [1] [2] [3].

Hi there, thanks so much for sharing this! We’ll be passing your feedback along to our product team, and any additional context you can provide will help us prioritize with your needs in mind as we shape the roadmap.

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If you still need help investigating the visitor data gap or have more details to share, I’m here to assist. Would you like to provide additional information about your tracking setup or any other observations?

I don't see any documented bugs for that specific timeframe in our system. The normal delay for visitor data is only up to 30 minutes, so an 18-day gap definitely isn't typical behavior. [1]

Since you mentioned checking with your team about website changes, it's worth verifying if anything happened with your tracking snippet or workspace settings during that period - sometimes changes can be made without everyone being aware.

What does your tracking snippet setup look like, and have you checked if the website connection is still active in your workspace settings?

Visitor tracking data can be delayed up to 30 minutes to allow full visitor sessions to complete first. [1] However, a 4-day gap like you experienced from November 13-17 wouldn't be explained by normal processing delays.

The gap you're seeing could be related to your website connection settings or tracking snippet installation, but I don't have specific information about any known bugs during that timeframe.

Did you make any changes to your website or tracking setup around November 13th that might explain the data gap?