Investigating Issues with Clay's Website Visitor Pixel Tracking

·Dec 01, 2025 08:13 PM·

Was there a known bug with Clay's website visitor pixel? I saw zero visitors since Nov 13th, but today i'm seeing visitors again.

11 comments

· Sorted by Oldest

Clay Support
APP
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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?
Brendan S.
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It's from Nov 13th to Dec 1st (today). no website changes to my knowledge, no. i'll check to confirm, but fairly certain.
Clay Support
APP
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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?
Clay Support
APP
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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?
Brendan S.
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Thank you for the help. I think it may be an issue with the configuration of the credits per month.
Clay Support
APP
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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].
Clay Support
APP
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Did that answer your question?
Brendan S.
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I increased the limit in Settings. How can I backfill the data?
Clay Support
APP
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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]
✅1
Clay Support
APP
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Is that what you were looking for?
Clay Support
APP
·
·
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?

Clay Support
APP
·
·
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?
Brendan S.
·
·
It's from Nov 13th to Dec 1st (today). no website changes to my knowledge, no. i'll check to confirm, but fairly certain.
Clay Support
APP
·
·
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?
Clay Support
APP
·
·
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?
Brendan S.
·
·
Thank you for the help. I think it may be an issue with the configuration of the credits per month.
Clay Support
APP
·
·
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].
Clay Support
APP
·
·
Did that answer your question?
Brendan S.
·
·
I increased the limit in Settings. How can I backfill the data?
Clay Support
APP
·
·
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]
✅1
Clay Support
APP
·
·
Is that what you were looking for?
Clay Support
APP
·
·
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?