Tracking Not Working

If sessions, searches, or product views aren’t showing up, work through these in order. Most “tracking not working” reports come down to the first two.

First: are you logged in as an admin?

By default, Customer History does not record logged-in administrators or shop managers — so your own browsing won’t appear, which is usually mistaken for “tracking is broken.” To test it properly:

• Open your store in a logged-out browser (or a private/incognito window) and browse a few products.
• Then check Customer History → Dashboard (Live Sessions and recent activity are Pro; on free, look at the search and most-viewed widgets and the customer’s profile).

On Pro you can turn on “Save admin sessions” under Customer History → Settings if you specifically want admin activity recorded.

Tracking is automatic

There is no “Enable Tracking” switch to toggle and no tracking script to install — recording happens on the server the moment the plugin is active. If nothing is being recorded at all (even when logged out), the cause is almost always caching or a conflict, below — not a setting.

Full-page caching

Recording runs in PHP as a page renders. If a caching plugin or CDN serves a fully cached static copy of a page, WordPress (and therefore the recording step) may not run for that view, so anonymous page views can be undercounted.

• Logged-in visitors and dynamic requests (search, add-to-cart, checkout) bypass full-page caches and are still recorded.
• If anonymous page views matter to you, exclude key storefront pages from full-page caching, or rely on the search/cart/order events, which aren’t cached.

Searches and product views

Search tracking follows WooCommerce’s built-in product search. A custom search form from your theme or another plugin that doesn’t use the standard search may not be recorded. Product and category “views” are read from page visits, so they depend on those pages actually being rendered (see caching above).

Bots and admins Pro

If your session counts look higher or lower than expected, remember that admins are excluded by default and — on Pro — bot/crawler traffic is detected and kept out of the analytics. Both behaviours are controlled under Customer History → Settings on Pro.

What to send support

If it’s still not recording after the steps above, contact support with:

• WordPress, WooCommerce, and PHP versions.
• Your active caching plugin/CDN, if any.
• Whether anonymous (logged-out) browsing is recorded but logged-in isn’t, or nothing at all is.
• A list of other active plugins, in case one is short-circuiting requests.