Looking for Help?

Following are answers to some commonly asked questions:

How does Stats 'remember me' for sign-in?

If you select the 'remember me' option when you sign in, stats will store your a cookie on your computer. When you return, you will automatically be signed in because your browser will provide this cookie back to us. While this is convenient, it also means that anyone else who has access to your computer will have access to your Stats account and reports. Only select this option if you are comfortable with this. The cookie we install is only good for 120 days. If more than 120 days passes without returning to Stats, then you will need to sign in again.

Where can I find out how many visitors or sessions I have?

The web and web server logs do not include any method of counting sessions. Each time individual request to your web site is distinct and there is no exact method for correlating one request with another. This can be approximated, but the value or accuracy of these approximations is often useless. If you are looking for a value to determine growth over time of your site, the Unique Hosts value in the General Summary report is usually the best. As more users find your site, this will often increase.

How big can my logs be?

Stats allows you 25MB of storage for your logs, database and reports. Your logs are kept for one month, then removed. The database contains only the current month's information. Reports are kept as long as you have a subscription. 25MB of storage is more than most other hosted analysis services offer. Typically this could allow you to reach 500,000 page views per month while still using the Stats service! If you have more traffic than this, you might want to consider other solutions — contact our team to find out about installing statistics on your server.

Web server name

In order for stats to properly interpret and present your reports, we need to know the hostname of your web server. This is something like 'www.domain.com.' When entering the web sever name, don't put in the 'http://' part of any '/' characters. Just the hostname is needed.

If your web site can be reached from more than one host name (e.g. www.domain.com and domain.com) enter the one that is most common, or that you would prefer to have links on the reports connect to.

Report title

For each report you sign up for, you can set the title. Stats will suggest a default title, but you can create your own. The title helps you distinguish each report in your list of reports, so you should make it useful and informative.

Reports Language

Stats reports can be produces in one of a dozen languages. If you want another language for your reports select one from the list. This only applies to the statistics reports — the rest of the Stats interface will remain in English.

Log file location

Stats works by reading your web server log files and producing traffic statistics from them. In order to do this we need to download and process your log files. Usually your hosting provider will let you download these from the server. This could be with FTP or it could be with HTTP (like your web browser). If you have a URL that points to the logs, then enter that in the field. If you have to log in when you download your logs, then put the username and password you use in the next two fields on the form (see the entries below for additional details on the username and password).

For more help with setting up your log files, see the Requirements page.

Log file username and password

On some systems you have to give a username and password to download your log files. If this is the case for your system, put that information here, so we can get the logs. The username and password that you give us are carefully stored and treated as we treat out own confidential information. If you have concerns about the security, please take a look at our Privacy and Security statement.

Payment options

Stats is a subscription based service. On a nightly basis it processes your log files and produces the month's reports. For each month, you pay a subscription fee. You need to select a payment option when adding a new report. Paying by annual subscription can save you a significant amount.

"Your subscription payment is being processed" message

Sometimes it can take a few days for your subscription payment to finish processing and reach our systems for verification. Usually processing is completed in two or three business days. If it has been several days and the payment still has not posted, please contact us so that we can look into it.

"Your subscription has expired" message

Normally, PayPal (our subscription payment handling service) will automatically charge your credit card or account whenever your payments have expired. If you have chosen to cancel this or have only made a limited number of payments, you will need to make another payment to view your reports. There is a link next to this message which will allow you to extend the subscription with monthly payments.

If you no longer want to subscribe this report, then click the 'cancel' link at the top of the box. At the end of the month, your reports will be bundled and emailed to you and the data will be removed from our servers.

"Reports have not been created yet" message

When you first set up a new report, we have to download and process the logs. This can take from a minute to a few hours, depending on the volume and nature of the data in your logs. Check back throughout the day or the following day to see if the reports are done processing.

If you created the reports more than a day ago and they are still listed as "not created yet," then something went wrong in the automatic handling of your log files. Usually, we have already been notified by our system and a Stats team member should be looking into it. Feel free to contact us and let us know of the issue. If you have any information about the particular nature of your log files or their location, this can help too.