Welcome to Synergy Stats Support! Please check out the section below for answers to our most commonly asked questions. If you don't find what you're looking for here, please post your question in our Discussion Forums or This e-mail address is being protected from spambots. You need JavaScript enabled to view it directly.

• How does Synergy Stats tracking work?
• Where can I find my tracking code?
• What exactly is a visit?
• Why are some of my visitors missing flag icons and not showing up on the maps even though they are listed in the activity stream?
• Where do I go to update my account information like password, time zone, and email address?
• Can I request a new feature or report?

How does Synergy Stats tracking work?

• Synergy Stats tracks visitor information on your website using a single JavaScript file that is placed on the pages on your website that you wish to log information for. Every time a stats-enabled page is loaded, the JavaScript file passes information about the visitor and their behavior to the Synergy Stats data center where it is logged, analyzed, and added to your dashboards in real-time.

Where can I find my tracking code?

• Your tracking code is in the My Account section. Click this link to jump there now.

What exactly is a visit?

• The Synergy Stats definition of a visit is the series of actions a user takes in a single session on your website. If no activity is detected from the user, visits will time out after 29 minutes. For example, let's say that a user goes to your website and views 5 pages from 12:00 p.m. until 12:15 p.m. and then leaves their computer for an hour before viewing 10 more pages from 1:15 p.m. until 2:15 p.m.. Synergy Stats will count the user's activity as two separate visits (one for 15 minutes and one for 60 minutes).

Why are some of my visitors missing flag icons and not showing up on the maps even though they are listed in the activity stream?

• We use a database to look up the location of visitors by their unique IP address through a process called geolocation. There may be instances where the IP address passed to us does not yet have an entry in the database. If this happens, we still record the details of the user's visit, but we are unable to properly provide their geographic location.

Where do I go to update my account information like password, time zone, and email address?

• You can jump there directly from this page by clicking here.
• You can manually navigate there by clicking on the My Account link in the top menu and choose Change Password, Time Zone, and User Details from the left-hand navigation menu.

Can I request a new feature or report?

• Absolutely! We love hearing your ideas and will be implementing them on an on-going basis. Please submit your request via This e-mail address is being protected from spambots. You need JavaScript enabled to view it or in our Feature Request Forum.