Frequently Asked Questions about using TWIPLA on Wix (FAQ)

TWIPLA is a 3rd party app on Wix Market, and it can be easily added to your Wix website in 2 ways. You can find detailed information on how to install TWIPLA on your Wix website in our install guide here.

You can find us in the App Market and in the Editor Apps. No matter how you decide to install the app, both options work harmoniously together: the widget is getting the numbers from the statistics the dashboard app is displaying.

The stat-counter is a small widget that can be added from your Editor and published on your live website so it can be visible to your visitors. There are several options from which you can choose to be public, or you can also keep it on hidden mode, only visible to you. Installing the widget will automatically add the dashboard app, so you can easily manage the stats directly from your Dashboard.

The dashboard app is the main app, having the advanced dashboard and other significant modules within it, where you can analyze the data in a more detailed way. It gets installed in conjunction with the widget installation (if you choose to install the widget), or it can be solely installed, if you do not want to add anything to your Editor, nor your live website.

You can find detailed information on how to install TWIPLA on your Wix website in our install guide here.

We created a template in order to assist our customers to be compliant with data protection laws and to make all the personal data information easy to understand and control. Check this page out for more details.

We are happy to let you know, that TWIPLA is no longer using cookies to track visitors!

Tracking without cookies is possible. It respects privacy and ensures that you get accurate data. Users don’t need to opt-in when cookieless tracking is used and you don’t need to worry about any consent banners for this. Cookieless tracking means no privacy regulation related headache anymore.

In order to be GDPR compliant you have to alert your website visitors about cookies that are placed by your website (not applicable for TWIPLA anymore) 

If your website is created using Wix, you can have a look at what to add to your Privacy Policy related to TWIPLA.

Please note that data protection legislation may vary locally and may change from time to time. Hence, this might be too general or become insufficient for your country/region/state.

We highly recommend you to consult a qualified lawyer or law firm if you are unsure about the sufficiency of the Privacy Policy note regarding analytics with regard to your jurisdiction or if have additional questions. Also, do not forget that a legally watertight privacy policy can only be created by legal professionals and it can be tailored for each business and its jurisdiction.

Unfortunately, you can only pull website traffic reports / stats from the date you have installed the TWIPLA app to present. For almost every stat available in TWIPLA, there's a date picker for querying the period. 

Note that we are unable to track the visits for the period that our app was not yet present or installed on your website. There is a Data processing agreement that is signed when you install the app. We do not have access to your website's data until you accept the Terms and Conditions. We are a 3rd party app in the Wix app Market, so the app does not come automatically installed on your website.

We're happy to share with you a few articles we have which may help you out in improving your website and may also help increase traffic as well. Check out the following posts:

See all our Blog Posts here

Accelerated Mobile Pages (AMP) could improve the loading time of pages on mobile, but that comes with some malfunctions when it comes to tracking the traffic on them.
And all Wix blog versions use AMP now.

How does AMP work and why should I turn it off?
Once you turn on AMP, visitors using a mobile device are directed to the AMP optimized page (that displays your blog post content and images only, without loading any scripts/apps) when accessing your blog posts through a Google Search or a shared link (e.g. on Facebook, Whatsapp, Instagram etc.).

You might see a drop for mobile visits in your TWIPLA stats after enabling the AMP. This does not mean that you are receiving less traffic on mobile, but simply that TWIPLA is unable to track it.

Note: Any app that sits on a page that would get served over AMP would have this issue.

If you want to get real insights about your blog traffic, turning off this feature is the most appropriate solution.

Here's how to turn off AMP:

1. Open the Blog Manager.
2. Click the Settings tab.
3. Click Turn off Google AMP.

Note: To turn off this feature, you must have at least one post published on your blog.

Click here to learn more about the AMP project.

We are sorry to see you go!

TWIPLA can be added to your Wix website, both as

(A) a dashboard app only or
(B) as a widget (which will install the dashboard app implicitly)

No matter which option you chose to install the app, you can easily delete the app by following these steps:

1. Go to your website's dashboard and select on Apps from the left side menu, then select Manage Apps.
2. Search for TWIPLA app and click on the Delete/Trash icon.
3. If the app was added as a widget within your Editor as well at some point, it will ask you to go to your Editor, please do so and patiently wait for the Editor to load completely.
4. A pop-up will appear asking you to select a reason for deleteing the app, please choose a reason and Delete the app.
5. Publish your website to save the changes and you are done, the app will be now completely uninstalled from your website.

No, you can use the Free plan for an indefinite time. Nevertheless, there are some limitations for the features in the free plan, the most important ones being the 400 page visits included per month.

Check all the features higher limits for our plans by clicking on the Upgrade Now button anywhere in the app and see the list for each pack, with their related price as well.

Once you reach the limit, TWIPLA will stop tracking new visits. It will start counting again once a new month will start, or you upgrade to a higher premium plan, in which case the limit is lifted.

By using one of our Premium versions, you can gather a lot of useful data that can be used to improve your online performance, having bigger limits to all the features. Just press the Upgrade Now button anywhere in the app and check all the available plans with their list of included features and their related price as well.

Here is our Help Center, where you can gather more information. Also, here you can watch some videos that present our application and you can get an idea of it.

If you created a new website, unfortunately the premium subscriptions of the 3rd party apps cannot be transferred from a Wix website to another.

We can only recommend you to Export your data and then cancel your current subscription to our app from the old website. Afterwards, select the new one, add the app again and upgrade.

​Please contact us via email to support@twipla.com or chat (via the chat bubble inside the app or on our website in bottom right corner) and provide us the URL to your website (both old and new ones) and the invoiceID (both old and new ones). Also, please mention what kind of subscription (monthly/yearly) you have on your old website, so we can issue a pro-rated refund (if it was yearly) or offer you a voucher code to use for your next purchase (if it was monthly).

According to Wix: "To prevent any interruption of service, app subscriptions are set to renew automatically. You can cancel your subscription if you no longer need it."

You may cancel the Auto-renewal option a few days after you paid for the subscription, by following these steps.

In order to see all the invoices, go to Billing History in your Wix account to browse through all your payments and find your TWIPLA invoice(s).

We're happy to see your interest in becoming a TWIPLA Premium customer!

We know that you may want to test TWIPLA before going premium, so we offer discounts or opportunities from time to time in order to get the app at a lower price (or for free) for a limited period of time!
There are no strings attached to our offers and you can cancel your subscription at any time.
If you already got a voucher code to use within the Wix platform, here's how to apply it:

1. Expand your feature column and select Upgrade now.
2. Select the desired plan (Basic, Advanced or Pro) you want to purchase.
3. Select the Monthly plan.
4. Enter your card details, then click on Enter promo code.
5. Place your code there and select Apply.
6. Make sure that the discount has been applied to the final price and Submit the Purchase.
7. Reload the TWIPLA app page to see the changes!

Note: The promo codes can only be used once.

We are sorry to see you go!

If you are sure you’d like to cancel your TWIPLA subscription, whether you’re on a monthly or yearly TWIPLA subscription, you can cancel your plan at any moment (but we would highly appreciate your feedback before, so we can improve our service and meet your standards in the future). 

Follow these steps to cancel your subscription plan.

You can now see your stats without logging into Wix by using our standard app, even using your mobile device!

Here are the steps to get direct access to your stats:

1. Go to our app in Wix and navigate to Website Settings --> Settings from the left menu.
2. Scroll down to the Mobile Access To Your Data card.
3. Click on Get Mobile Access to Your Data.
4. Add your email address and click on Activate Direct Access!
5. Check your Email Inbox (the Spam folder as well) of your email address written in the previous step and click on the link button Get direct access to my data.
6. Login or create a new TWIPLA account (if you don't have one already) using the email address from the previous steps.
7. All the stats will now be reflected there, and from this step forward you can log into your TWIPLA account at any time and check the stats for the Wix website(s) you've added.
8. Add TWIPLA to your phone/tablet for easier and faster access.

Going to TWIPLA, you first need to open a browser, enter the app's URL an it might take too much time. So, placing a desktop shortcut of the page on your screen will save your time and will be way more convenient. It will work a lot like a mobile app, but won't take your phone storage at all.

Android

1. Go into your mobile browser
2. In the address bar enter this link https://app.visitor-analytics.io/
3.  Select the “three dots” button from the upper right corner of your browser 
4. Select Add to Home
5. Give the App a name and select Add
6. Enter the app on your home screen
7. Manage your website/s easily.

Note: The buttons and icons might differ depending on browser
E.g.: Chrome, Opera, DuckDuckGo are about the same.
        Firefox has a little home with a “+” within it for adding to home right by the
        address bar.
       Edge has the “three dots” in the lower right corner.

iOS

1. Go into your mobile browser Safari
2. In the address bar enter this link https://app.visitor-analytics.io/
3.  Select the “share” button from the lowest side of your browser 
4. Select Add to Home Screen
5. Give the App a name and select Add
6. Enter the app on your home screen
7. Manage your website/s easily.

We know how important it is to see what your customers do on your website. With Session Recordings, you will replay the full visitor experience, identify pain points, boost conversions, and optimize your website. Heatmaps are a great tool to help you understand which areas of your website are being interacted with the most. You can also get direct and real feedback from your visitors by using Polls!

If you want to install the Session Recordings, Heatmaps, and Polls features, in order to see how your visitors behave your website and/or get feedback from them, you have to follow the steps below.

Embedding the code once is enough to have them all working for your website!

1. Go to Apps from the main left-sided menu and select TWIPLA
2. Select the Behavior module and select either Session Recordings or Heatmaps, or go to Feedback and select Polls then click on the Install on my website button within the pop-up message that will appear
   • If you already selected Add it later or the pop-up message gets closed prematurely and there is nothing appearing when going to the Behavior module, you can always find this section again by simply going to the Settings menu within TWIPLA. You can start the process from there.
   • It is not necessary to embed the tracking code several times for each feature. Adding it once is enough to have them all working for your website.
3. Get to know the features that are included, and follow the steps presented within the 2nd step in the pop-up message:
   1. Copy the tracking code generated by our app
   2. Go back to the Main Menu in the Wix Dashboard and select Settings
   3. Scroll down to the Advanced section and select Custom Code
   4. Click on Add Custom Code button
4. Paste your javascript code generated by our app into the box titled Paste the code snippet here. Give the Custom Code a name (e.g. Session Recordings by TWIPLA)
5. Go to Add Code to Pages, select All pages and from the drop-down menu select Load code once (NOTE: It is very important to set it on "Load code once" not to get the video recordings stuck at switching pages events)
6. Select Body-end to place your code in
   1. Note: If you have a domain selector there, select the hosting domain and not the one you are redirected from.
7. Go to Code Type tab now
8. And select the type as Essential (so that our app can see the tracking code in the source-code, you can change the type later, once you have the recordings started). Usually this is selected by default, but if it's not, make sure you select it.
9. Click on Apply button
10. Get the recording started by going back to our app and click on Get Started button under the presentation video
11. You have the ability to set up/edit the recordings rules as you please, going to Session Recordings settings icon (within the Behavior menu)
12. You may also go to Heatmaps and get them started

Session Recordings allow you to record & play videos of what visitors did on your website!

We know how important it is to see what your customers do on the website. With Session Recordings, you will replay the full visitor experience, identify pain points, boost conversions, and optimize your website. However, there are some limitations that prevent us from recording certain things on your website, due to some technical security clauses.

Websites come in all types and, unfortunately, there are some limitations to the Session Recording feature:

• If you have iFrames, images or SVGs being part of a deeper iFrame, you may see a Content Unavailable message at the moment, as we cannot access iframes. The third party content are on a different domain and our javascript cannot catch it. Same for the recordings created for visits by users who have AdBlockers in use on their browser.
• If your Wix blog or website has additional pop-ups, apps or widgets installed, TWIPLA won't access that information due to security reasons, as those are third-party apps and our code is added to your website domain.
• Parallax scrolling is best replayed via Firefox browsers.
• Some dynamic pages may encounter issues in displaying hover elements (such as eCommerce apps within Wix).
• Some records might not appear in your list, due to the fact that visitors have Do Not Track option enabled in their browsers. Another possibility would be the Easy Privacy option enabled within their ad-blocker/extension.

You can easily export your visitors' data or visits history as .csv or .xlsx at any moment! To do so, please follow these steps:

1. Select your website and go to the TWIPLA app
2. From the left-side menu, select Website Settings --> Export
3. Choose what data you want to export (Visitors / Visits)
4. Select the time range and the file type and click on Export

URL Campaigns or UTM-parameters are NOT set up WITHIN TWIPLA app. They are just automatically recognized by the app everytime a visitor uses a UTM-Link that you have set up and embedded elsewhere. Here you can find out more about UTM Campaigns.

What if you could divide and check your campaigne visitors by parameters like source or medium and easily see which parameters bring you the most visitors?

To find out the exact referrer (e.g. newsletter), marketing medium (organic, PPC, banner), campaign name or other information that can be tracked, simply add campaign parameters to your URL campaigns.

Please follow the steps below to do so:

1. Go to our Campaign builder tool
2. Add your URL and fill the form with your wished parameters (e.g. signup_button)
3. Copy the resulted URL 
4. Add it to your links

Done! Check our Complete guide to use URL Campaigns (examples included) to make the most of your analytics.

When your analytics display the visits from both you (or your team) and external visitors of your website, it might become difficult to determine your traffic performance. 

There are two ways to ignore your visits: from your browser or by blacklisting an IP or class of IPs.

To ignore your own visits from a browser (no matter the IP), please follow the steps:

1. Log into your TWIPLA account and select your website
2. Go to Website Settings --> Settings
3. Scroll down to Ignore (Own) Visits for Tracking by IP
4. Switch On the toggle button placed under Ignore visits from this browser?

To ignore visits from a specific IP (including yours) or a class of IPs, please follow the next steps:

If you want to stop tracking the traffic from specific IPs (even your IP), all you have to do is to go to your settings and apply the IPs that you want to ignore:

1. Log into your TWIPLA account and select your website
2. Go to Website Settings --> Settings
3. Scroll down to Ignore (Own) Visits for Tracking by IP
4. Insert the IP address (or class of IPs)
5. Click on the Add to List button

Ignore visits from a class of IPs by using the * symbol at the end of the numeric label — e.g. if a class of IPs starts with 192.168.123 just add 192.168.123.* and the entire class will be ignored.

You can place the stat-counter widget anywhere multiple times, or on just one page of your website and it will still track your whole website.

Also, if you do not want anything added to your live website, nor your Editor, but only to track the data, just delete the widget app from your Editor, Publish the changes, then go to your Dashboard this time and add the app again as a Dashboard app only. Now, check your stats at any moment, without going through your Editor anymore!

We’re glad to let you know that the analytics widget is visible on your website only if you make it visible!

Here is how to manage your stats visibility on the live website:
​You can add your stat counter widget on your website from the editor and hide it from your visitors. By doing this, nothing gets shown on your live website and you can check all the stats from your TWIPLA Dashboard.

To hide the widget, follow these steps:

1. Go to your Editor, and select the TWIPLA widget
2. Select the Settings button and a new menu will show up
3. Go to Settings and select the Don't display on my website option
4. Make sure you Publish the changes.

​Note: If the widget is still visible after you chose not to display it and published it, please clear your browser's cache, refresh the page and Publish the changes again (with the Don't display on website option selected).

Also, if you do not want anything added to your live website, nor your Editor, but only to track the data, just delete the widget app from your Editor, Publish the changes, then go to your Dashboard this time and add the app again as a Dashboard app only. Now, check your stats at any moment, without going through your Editor anymore!

The fact that is still visible might be related to some caches within your browser.

1. Try and clear the browser's cache for All time (for instance, in Chrome: chrome://settings/clearBrowserData?search=cookies).
2. Reload the Editor's page.
3. Select the Don't display on my website option again.
4. Make sure you Publish the changes.

Also, if you do not want anything added to your live website, nor your Editor, but only to track the data, just delete the widget app from your Editor, Publish the changes, then go to your Dashboard this time and add the app again as a Dashboard app only (see first option here). Now, check your stats at any moment, without going through your Editor anymore!

No, you can place the widget where you please and move it from a page to another countless times.

You can also add it multiple times on the page or on different pages, or even just on one page of your website and it will still track your whole website.

The important thing is to have it added, at least once before you publish any changes on your website. That means that if the widget has been added 4 times on your website and you want to remove it from 3 of the places, you can do it, just make sure you leave one attached to the website, in order to keep it working.

If the widget gets deleted and the changes have been already published on your website, do not worry! Your stats are not lost. However, our advice is to re-add the app as soon as you notice its absence, because we are unable to track the visits for the period that our app is not present / installed on your website. By doing this, you make sure that your data is not lost for a long time range.

There are two scenarios that might cause the trouble:

1. If you accidentally delete the stat-counter widget from your editor, and publish the changes, the app will be removed from your website.
2. Some apps are simply removed from the website, when the Editor is switched to Wix ADI Editor. The apps added during the usual editing, that are not compatible with ADI (TWIPLA and other apps are not among the apps in ADI) are being erased when switching to that type of Editor.

Our advice is to re-add the app as soon as possible. This way you make sure that your data is not lost for a long time range.

Also, if you do not want anything added to your live website, nor your Editor, but only to track the data, just delete the widget app, Publish the changes and add our app again as a Dashboard app only this time. Now, check your stats at any moment, without going through your Editor anymore! This way, the app won't get removed next time you use Wix ADI, the risk of removing it from the Editor by mistake being minimal as well.

We are very sorry to hear that you are having an inconvenient experience with TWIPLA. Does the application not work from your end? A white screen or a 404 error appears or it loads indefinitely? 

There might be some external factors causing difficulties in regards to this that are not related to our app and cannot cannot be resolved on our part. In order to see your app data, we'd like you to do these steps:

1. First, make sure that your browser is not set to block the cookies.
2. If it is, please set it on Allow all cookies, or scroll down a bit and there is an option to Add Sites that can always use cookies (if you use Chrome, but similar for Safari).
3. Please click on Add, write https://www.wix.com/ and make sure you check Including third-party cookies on this website.

If this was not the case, please try the following:

1. Go to your browser's settings, and Clean all the cached images and files (for all time).
2. Turn off any running or activated adBlockers. The reason for this action is that if do you have any running add-ons or browser extensions (e.g. AdBlock, Avira, uBlock, Ads Killer, uBlock Origin, uBlock Plus, AdBlock Genesis Plus, Norton etc.), TWIPLA might not load accordingly.

IMPORTANT NOTES:

• Make sure you do not run AdGuard in your browser, even if disabled on this specific page, it might block it from loading.
• Please make sure that you are not using any custom proxy connection or having some firewalls (if you are using the internet at your work/school place, for instance) try to connect your device to another internet and see how it goes.
• If your browser in use is Safari, just make sure its version is 13.x or higher. Also, if you use Brave, make sure that you Disable the blocking Trackers & Ads option.
• Try and open the app in a different browser. This way you make sure this is something related to the previous browser.
• If none of the above resolutions do not work for you, do not hesitate to contact us at support@twipla.com, we'll deeper investigate the issue and get the app back on track for you.​​​​

TWIPLA does everything it can do to obtain data from all the visitors coming to your website. Even so, there are sessions where visitor data cannot be collected. The app cannot track visitors who:

• Are excluded due to the Free version limit exceeding (or premium limits if the case). Make sure you did not reach that limit.
• Have enabled Do Not Track option in their Chrome/Firefox/Edge/Opera etc. browser (or its equivalent Ask websites not to track me named in Safari).
• Have blocked JavaScript in their browser permissions settings.
• Preferred to disable TWIPLA from our Opt-Out page.
• Have their IP ignored within your TWIPLA settings.
• Run browser extensions such as AdBlock, Avira, uBlock, Ads Killer, uBlock Origin, uBlock Plus, AdBlock Genesis Plus etc. that have EasyPrivacy option enabled (which means that loading additional tracking scripts is not allowed).

Furthermore: TWIPLA have a bot & crawler filter, so it does not collect data from most of the bots and crawlers around the web, in order to keep the stats as accurate as possible.

There might be some factors that could cause our app to stop following visits. In order to get it back on track, we'd like you to make sure that:

• The visits limit was not reached, especially when using the Free version of the app. Upgrade to a higher pack if needed.
• The app has not been removed from your website. The widget can be easily deleted without noticing. Make sure the app is still attached to your website.

Do not hesitate to contact our support at support@twipla.com directly if needed!

There are two scenarios that might cause the trouble:

1. If you accidentally delete the stat-counter widget from your editor, and publish the changes, the app will be removed from your website.
2. Some apps are simply removed from the website, when the Editor is switched to Wix ADI Editor. The apps added during the usual editing, that are not compatible with ADI (TWIPLA and other apps are not among the apps in ADI) are being erased when switching to that type of Editor.

Our advice is to re-add the app as soon as possible. This way you make sure that your data is not lost for a long time range.

Also, if you do not want anything added to your live website, nor your Editor, but only to track the data, just delete the widget app, Publish the changes and add our app again as a Dashboard app only this time. Now, check your stats at any moment, without going through your Editor anymore! This way, the app won't get removed next time you use Wix ADI, the risk of removing it from the Editor by mistake being minimal as well.

At the moment, TWIPLA only offers email reports related to your website stats, based on your settings: daily/weekly/monthly reports.

You can also opt-in to receive tailored Tips & tricks on improving your website performance and TWIPLA usage (no more than 2 emails/month) and to receive special offers from TWIPLA (no more than 1 email/month).

If you used to receive push notifications on your mobile phone any time someone visited your website, or when a visitor started a chat with you, that is most probably related to another app. Note that other apps can have a different tracking infrastructure than ours. They might send a notification every time a user is switching pages, while we track visits based on sessions (a session lasts for 3 hours) in which we list the pages and the time at which they were visited.

Looking into analytics is a normal step in the process and seeing different data than in your ads stats might puzzle you.
For a comprehensive understanding of your website traffic, it is important to know about the differences between the biggest tracking platforms and how they collect data. 

There are some cases when your Google or Facebook Ads data might not match your Analytics data. Here are some of the most common reasons.

Advertising providers track clicks, whereas Analytics tools tracks sessions. There are several reasons that these metrics may differ:

1. A customer may click your ad multiple times. When one person clicks an ad multiple times in the same session, AdWords record multiple clicks while Analytics tools recognize the separate page views as one session.
2. A person might click on an ad, and then later, during a different session return directly to the website through a bookmark or saved link. This would register as one click in AdWords, but multiple sessions in Analytics.
3. Someone might click on your ad and then change her mind and prevent the page from fully loading by clicking to another page or by pressing the browser Stop or Back buttons. In this case, Analytics won’t register a session, but AdWords still counts this as a click.

It is also well known that tracking platforms (e.g., Google Analytics, Google Ads, Facebook Analytics) track visits, clicks and traffic differently. Therefore, you may see different metrics in different platforms as well:

1. Clicks vs. Sessions: Some services (e.g., Google Ads) track every click a visitor makes, whereas other services (e.g., Google Analytics) only track one click per session.
2. Filtering of invalid clicks: Some services filter out invalid clicks, while others show all clicks.
3. Tracking blocked by browser extension: Some browser extensions block tracking of certain tracking services and prevent them from collecting data.

There are 2 types of Premium plans, one assigned to your Wix account/site and one for 3rd party apps.

• If you have a TWIPLA premium plan, and you can still see the Upgrade option, it means that there are other higher plans to upgrade to if needed.
• If you have a Wix Premium plan, you might have noticed that the apps that come with your Wix subscription are already mentioned among the package benefits. If you can see TWIPLA among them, all you have to do is to redeem your free premium app by following the steps mentioned here.

In order to have access to your stats directly in the standard app, the process is not the same as for other types of websites when it comes to Wix websites.

If you already installed our app in your Wix Dashboard and upgraded to a premium plan, there only a few extra steps to accomplish in order to deliver the statistics directly from the Wix app into the standard one. Check the instructions here.

If you already added your website within the standard account, you can delete it from there, now that you have access to the stats directly from our Wix app.

Since we're an analytics app we need to respect privacy laws and policies and we can only offer an approximate location of the visitors.

In order to understand this feature into more details, here are some things to consider:

1. Usually, an Internet Service Provider offers an approximate location of a certain IP address (e.g. city, and sometimes, neighborhood), for security reasons. Now, when we show you the location of the visitor we are also obligated by law to not show the real provided address (this is the second layer of anonymity required by law) so we also display an approximate location.
2. If the visits are performed using mobile phones, the location is given by the internet provider's main Wi-Fi tower (which usually is not located on the same street as the visitors). 
3. We check the locations based on the IP addresses, and each IP is registered with an approximate location by the service that assigned it. We are using this data as it is registered and updated by each internet provider and display it as it is.

Note: The location's pin moves from place to place, over a certain area, every time you refresh the map. The radius is respected by the app and it moves the pin all around in that specific area, precisely so as not to give you the impression that the visitor is coming from exactly that spot, but from that area.

We understand that you are getting visitors which are difficult to explain, but, unfortunately, we cannot give you information about the source of the traffic.

​Your website is live worldwide most probable, so the visits might be real. Also, the visitors might use a VPN connection to surf on the internet, hence their real location cannot be identified.

​A solution for this would be to ignore visits by IPs. Just add the unwanted IPs to your blacklist and you won't see visits from them any longer in your stats.

Visitors might often use VPN connections or have dynamic IPs, but they use the same browser to surf on your website. We track visitors based on their browser in use. If they use the same browser but have different IPs, we recognize them as same visitors.

You may also see the same IP address as New visitor multiple times. If the IP is from the same router for multiple users, all of them will show up as unique visitors, since they are new people using different devices and implicitly different browsers, but have the same IP. This might happen in offices or wherever there are more people using the same Wifi router. 

In order to see the entire history of an IP, just click the IP itself and then "See History".

Note that not all the websites are sharing their referrer. We highly recommend you to Check If Referrer-Policy Is Enabled, for those websites you are expecting a referral. There are some tools that can let you find out if your concerned websites have the referrer policy enabled.

Our app can be installed both as a Dashboard app only or as a Dashboard app plus a widget (stat-counter to be added to your Editor that can be made visible on your Live website if you want to).

If you already installed our app as a Dashboard app only, and you don't want to add the extra stat-counter to make it visible on your website, you should be all set. Please know that you don't need to complete any setup, the app should work just fine, so you can ignore that Pending status.

If you want to add the stat-counter as well, then click on Complete Setup, add the widget to your Editor, set it as per your needs and Publish the changes.

NOTE: The widget app is only available for the Classic Editor and not for the ADI one. Clicking on Complete Setup while using the ADI Editor will do nothing, since our widget app is not compatible with ADI.

Based on our previous experience with other users, there are two scenarios that might cause this uninstallation of the app:

1. If you delete the widget stat-counter from your website Editor, then the application will be removed from your website. This only happens if you added the widget to your editor before February 2021. There is also an email notice saying that you requested the deletion (make sure you have an Email Address set up in our app’s settings section)
2. Some apps are simply removed from the website, when the normal Editor is switched to Wix ADI Editor. The apps added during the usual editing, that are not compatible with ADI (TWIPLA and other apps are not among the apps in ADI) are being erased when switching to that type of Editor.

Our advice is to re-add the app as soon as possible and by doing this, you make sure that your data is not lost for a long time range. Our app can be installed both as a widget in the editor, which also installs the main dashboard app, or simply as dashboard app only, and nothing gets added to your editor then.

Therefore, if you do not want anything added to your live website (the widget in your Editor), but only to track the data, just completely uninstall the app, Publish the changes and add our app again as a Dashboard app only this time and do not add the widget, but only the dashboard app. Now, check your stats at any moment, directly from your dashboard, without having to go through your Editor anymore! This way, the app won't get removed next time you use Wix ADI, the risk of removing it from the Editor by mistake being minimal as well.

Unfortunately, you can only pull website traffic reports / stats from the date you have installed the TWIPLA app to present. 

We were unable to track the visits for the period that our app was not yet present or installed on your website. I'm truly sorry. It happens like this because there is Data processing agreement that is signed when you install the app. We do not have access to your website until you accept that. We are a 3rd party app in Wix app market, so the app does not come automatically installed within your website.

TWIPLA is an analytics app which makes your website traffic easy to read and understand. You can just see from where your audience came from (referrals), IP & location, device, display size, operating system, browsers.

We can only provide you with analytics about your website, so you can get a better overview on how your performing or how to communicate more. Due to some privacy policies, analytics apps are not allowed to collect emails or company names. If you want to get subscribers, we highly recommend you to add another type of app from the Wix app market and stay in touch with your customers. 

There are many great mailing services which you can use to collect your users' email address and then send them some nice newsletters and share your most valuable content. Please remember that they need to provide their email address voluntarily in order to receive your emails.

Through our app, you can have access to real-time data about your page visits, visitors, browsers, bounce rate, country, user location and many other stats depending on your subscription. Privacy laws and new GDPR regulations do not allow us to either collect or share user personal information. On the other hand, Wix has its own policy and it doesn't give us access to specific information about our customer users so we simply don't have the data.

Unfortunately, it's not possible to download/save the recordings, since the video is not human readable. It is made of event logs and code, which are only interpreted by our app and converted into a video.

You may update the payment method by going to payment method within your Wix account and then look for the TWIPLA app.

But we're here to help! Feel free to Contact Us if you can't find the answer on our FAQ page, in the Help Center, or in the FAQs related to the standard application.