What do you want to report?

The code snippet must be embedded in the source code for every page on the site. The code should be placed as close to the top of the page as possible.

To independently check whether a tag is functioning correctly, use a special attribute on any page of the site.

Contact support

Data is not sent to the consoleThere is data in the console, but the reports do not appear

This might happen for the following reasons:

• The tag is installed incorrectly. For example, the CMS modified the code snippet. Reinstall the tag or contact the support service for your CMS.
• Broken scripts are preventing the Yandex.Metrica tag from working on the site. You can check this in the browser console.

The recommendations did not help

This means that information is being transmitted to Yandex.Metrica. However, the data might not be shown in reports for any of the following reasons:

• Data is sent to a tag with a different number.
• The Filters tab in the tag settings has overly strict filters defined. Remove unneeded filters.
• The Filters tab in the tag settings has the Don't count my sessions filter enabled. This means that the tag doesn't register your own sessions. Try accessing the site with your browser in “incognito” mode.

The recommendations did not help

The tag status is not directly related to the tag's operation. When the status is red, the tag continues to collect data. Reasons for red status.

Contact support

For information on tag settings, see Basic and additional tag settings.

For information about enabling the informer, as well as frequently asked questions, see Additional tag settings.

For information about determining referral sources, see the description of the Sources, Summary report.

Contact support

Select a question to find a solution.

Select

No data or not enough data about advertising

Data differs from statistics in another system

Internal traffic increased

No traffic from a particular site

Problem with getting data on UTM tags

Yandex.Metrica receives information about different advertising systems from tags, which are parameters in the ad's link. If an ad system does not add a special tag to your link, you can manually form the link using the UTM or Openstat tag. For the complete list of values, see the "Advertising systems" report section.

Links are marked with the necessary tags

There could be several reasons for this.

Imagine the path from the user clicking the link to the Yandex.Metrica report:

1. Creating the tag for the link.
2. Clicking the link and going to the site.
3. Loading the code snippet for the tag on the site.
4. Collecting data for the tag and analyzing reports.

As a result, there are many steps between the first and last stage where data could be lost.

Imagine the path from the user clicking the link to the Yandex.Metrica report:

1. Creating the tag for the link.
2. Clicking the link and going to the site.
3. Loading the code snippet for the tag on the site.
4. Collecting data for the tag and analyzing reports.

As a result, there are many steps between the first and last stage where data could be lost.

Reasons at the tag creation stage

• Tags are not formed correctly: required values are missing, parameter names are incorrect, there are superfluous question mark symbols or spaces, and so on.
• When copying ads from one ad system to another, the tags were not changed, so the traffic is linked to another ad system.

Reasons at the click stage

• The user stopped the page from loading and closed the page before it opened. For example, this could be an accidental click on a mobile phone or tablet.
• The page didn't load due to problems with site accessibility, it loaded incorrectly in a certain browser.
• The ad specifies a URL that redirects to a page that doesn't have the Yandex.Metrica tag installed.
• The ad specifies a URL that redirects to another page, and the UTM tags are lost.
• When the user goes to the site, other scripts that are loading block the tag from working.
• The ad specifies an invalid URL that doesn't open a page.

Reasons at the code snippet loading stage

• The Yandex.Metrica tag isn't installed on landing pages, or it is installed incorrectly.
• The tag did not load on the site, because the user's browser (or the corporate proxy server) has a plugin that prohibits downloading tracking tags.
• The user's antivirus system blocks the tag from loading.

Reasons at the report analysis stage

If you are comparing reports for Yandex.Metrica and another system or ad management account, data might differ. This is due to the fact that services have different ways of registering a user's interaction with a site.

For example, in the ad manager, a click might be registered not only for going to the site, but also for opening details on an ad or going to a social media page. Yandex.Metrica only counts the users who go to the site.

You might also have different attribution models chosen in ad managers.

For more information and a video tutorial, see the Tags report section.

The recommendations did not help

Yandex.Metrica and other web analytics systems and ad managers have different ways of registering a user's interaction with a site and calculating statistics. For example, in the ad manager, a click might be registered not only for going to the site, but also for opening details on an ad or going to a social media page. Yandex.Metrica only counts the users who go to the site.

Also check that:

• You are comparing correct data for the same time period in Yandex.Metrica and the other system.
• Last click attribution is used by default in Yandex.Metrica reports. If necessary, change the attribution settings in Yandex.Metrica to make them match the attribution settings in your system.

Data checked

Yandex.Metrica shows less information than in another systemYandex.Metrica shows more information than another system does

This might happen for the following reasons:

• Excessively narrow filters are set in Yandex.Metrica in Settings → Filters. As a result, not all of the data is collected.
• Yandex.Metrica filters robots out of statistics. It's possible that the other system included robot traffic in their statistics. You can check for robot traffic on the site in Standard reports → Monitoring → Robots.
• The tag didn't load on the site because the user's browser (or a corporate proxy server) has a plugin that prohibits downloading tracking tags. Antivirus systems with high security might also prevent tags from loading.

Also make sure that the Yandex.Metrica tag is installed on all the domains and subdomains that the other system is collecting statistics for. To see data for domains that have the Yandex.Metrica tag installed, go to Standard reports → Content → Popular.

The recommendations did not help

This might happen for the following reasons:

• Robot filtering is turned off in Yandex.Metrica in Settings → Filters. As a result, the reports show data for all the robot traffic on the site.
• The other system has overly strict filters defined.
• The other system's tag isn't installed on all the domains, including mobile versions of the site.

The recommendations did not help

This might happen for the following reasons:

• One of the site's landing pages doesn't have the code snippet embedded on it.
• The site might have JavaScript that runs before the code snippet and performs an internal redirect on the site. For example, this could be code for A/B testing. You can detect this code by a redirect on the site (this is usually a redirect to the same page on the site with extra parameters added to the URL). To solve this issue, contact your webmaster.
• Your hosting provider might have enabled protection from DDOS attacks that could add redirects before going to the site. Contact your hosting provider and ask them to disable this protection.

The recommendations did not help

Choose the protocol your site uses:

HTTPHTTPS

In this case, you won't see the traffic source if this source uses a secured HTTPS connection.

• You can switch your site to a secured HTTPS connection. You can get an encryption certificate for free through the Let's Encrypt project, which is a non-profit certification center supported by many prominent representatives of the internet industry.
• If you are able to edit links on the source website, add the utm_referrer tag to them and specify the source site as the tag's value. For more information, see the Tags report section.

The recommendations did not help

The source site might be encrypting the referrer. In this case, you won't be able to solve the problem within your site or Yandex.Metrica.

Add the utm_referrer tag to the website's links and specify the source site as the tag's value.

The recommendations did not help

Imagine the path from the user clicking the link to the Yandex.Metrica report:

1. Creating the tag for the link.
2. Clicking the link and going to the site.
3. Loading the code snippet for the tag on the site.
4. Collecting data for the tag and analyzing reports.

As a result, there are many steps between the first and last stage where data could be lost.

Reasons at the tag creation stage

• Tags are not formed correctly: required values are missing, parameter names are incorrect, there are superfluous question mark symbols or spaces, and so on.
• When copying ads from one ad system to another, the tags were not changed, so the traffic is linked to another ad system.

Reasons at the click stage

• The user stopped the page from loading and closed the page before it opened. For example, this could be an accidental click on a mobile phone or tablet.
• The page didn't load due to problems with site accessibility, it loaded incorrectly in a certain browser.
• The ad specifies a URL that redirects to a page that doesn't have the Yandex.Metrica tag installed.
• The ad specifies a URL that redirects to another page, and the UTM tags are lost.
• When the user goes to the site, other scripts that are loading block the tag from working.
• The ad specifies an invalid URL that doesn't open a page.

Reasons at the code snippet loading stage

• The Yandex.Metrica tag isn't installed on landing pages, or it is installed incorrectly.
• The tag did not load on the site, because the user's browser (or the corporate proxy server) has a plugin that prohibits downloading tracking tags.
• The user's antivirus system blocks the tag from loading.

Reasons at the report analysis stage

If you are comparing reports for Yandex.Metrica and another system or ad management account, data might differ. This is due to the fact that services have different ways of registering a user's interaction with a site.

For example, in the ad manager, a click might be registered not only for going to the site, but also for opening details on an ad or going to a social media page. Yandex.Metrica only counts the users who go to the site.

You might also have different attribution models chosen in ad managers.

For more information and a video tutorial, see the Tags report section.

The recommendations did not help

You can read descriptions of reports and write support from:

• Yandex.Direct, summary report
• Yandex.Direct, sites report
• Yandex.Direct, costs report

If you have more questions, contact support.

Contact support

Select a question to find a solution.

Select

No data or not enough data about advertising

Data differs from statistics in another system

Internal traffic increased

No traffic from a particular site

Problem with getting data on UTM tags

Yandex.Metrica receives information about different advertising systems from tags, which are parameters in the ad's link. If an ad system does not add a special tag to your link, you can manually form the link using the UTM or Openstat tag. For the complete list of values, see the "Advertising systems" report section.

Links are marked with the necessary tags

There could be several reasons for this.

Imagine the path from the user clicking the link to the Yandex.Metrica report:

1. Creating the tag for the link.
2. Clicking the link and going to the site.
3. Loading the code snippet for the tag on the site.
4. Collecting data for the tag and analyzing reports.

As a result, there are many steps between the first and last stage where data could be lost.

Imagine the path from the user clicking the link to the Yandex.Metrica report:

1. Creating the tag for the link.
2. Clicking the link and going to the site.
3. Loading the code snippet for the tag on the site.
4. Collecting data for the tag and analyzing reports.

As a result, there are many steps between the first and last stage where data could be lost.

Reasons at the tag creation stage

• Tags are not formed correctly: required values are missing, parameter names are incorrect, there are superfluous question mark symbols or spaces, and so on.
• When copying ads from one ad system to another, the tags were not changed, so the traffic is linked to another ad system.

Reasons at the click stage

• The user stopped the page from loading and closed the page before it opened. For example, this could be an accidental click on a mobile phone or tablet.
• The page didn't load due to problems with site accessibility, it loaded incorrectly in a certain browser.
• The ad specifies a URL that redirects to a page that doesn't have the Yandex.Metrica tag installed.
• The ad specifies a URL that redirects to another page, and the UTM tags are lost.
• When the user goes to the site, other scripts that are loading block the tag from working.
• The ad specifies an invalid URL that doesn't open a page.

Reasons at the code snippet loading stage

• The Yandex.Metrica tag isn't installed on landing pages, or it is installed incorrectly.
• The tag did not load on the site, because the user's browser (or the corporate proxy server) has a plugin that prohibits downloading tracking tags.
• The user's antivirus system blocks the tag from loading.

Reasons at the report analysis stage

If you are comparing reports for Yandex.Metrica and another system or ad management account, data might differ. This is due to the fact that services have different ways of registering a user's interaction with a site.

For example, in the ad manager, a click might be registered not only for going to the site, but also for opening details on an ad or going to a social media page. Yandex.Metrica only counts the users who go to the site.

You might also have different attribution models chosen in ad managers.

For more information and a video tutorial, see the Tags report section.

The recommendations did not help

Yandex.Metrica and other web analytics systems and ad managers have different ways of registering a user's interaction with a site and calculating statistics. For example, in the ad manager, a click might be registered not only for going to the site, but also for opening details on an ad or going to a social media page. Yandex.Metrica only counts the users who go to the site.

Also check that:

• You are comparing correct data for the same time period in Yandex.Metrica and the other system.
• Last click attribution is used by default in Yandex.Metrica reports. If necessary, change the attribution settings in Yandex.Metrica to make them match the attribution settings in your system.

Data checked

Yandex.Metrica shows less information than in another systemYandex.Metrica shows more information than another system does

This might happen for the following reasons:

• Excessively narrow filters are set in Yandex.Metrica in Settings → Filters. As a result, not all of the data is collected.
• Yandex.Metrica filters robots out of statistics. It's possible that the other system included robot traffic in their statistics. You can check for robot traffic on the site in Standard reports → Monitoring → Robots.
• The tag didn't load on the site because the user's browser (or a corporate proxy server) has a plugin that prohibits downloading tracking tags. Antivirus systems with high security might also prevent tags from loading.

Also make sure that the Yandex.Metrica tag is installed on all the domains and subdomains that the other system is collecting statistics for. To see data for domains that have the Yandex.Metrica tag installed, go to Standard reports → Content → Popular.

The recommendations did not help

This might happen for the following reasons:

• Robot filtering is turned off in Yandex.Metrica in Settings → Filters. As a result, the reports show data for all the robot traffic on the site.
• The other system has overly strict filters defined.
• The other system's tag isn't installed on all the domains, including mobile versions of the site.

The recommendations did not help

This might happen for the following reasons:

• One of the site's landing pages doesn't have the code snippet embedded on it.
• The site might have JavaScript that runs before the code snippet and performs an internal redirect on the site. For example, this could be code for A/B testing. You can detect this code by a redirect on the site (this is usually a redirect to the same page on the site with extra parameters added to the URL). To solve this issue, contact your webmaster.
• Your hosting provider might have enabled protection from DDOS attacks that could add redirects before going to the site. Contact your hosting provider and ask them to disable this protection.

The recommendations did not help

Choose the protocol your site uses:

HTTPHTTPS

In this case, you won't see the traffic source if this source uses a secured HTTPS connection.

• You can switch your site to a secured HTTPS connection. You can get an encryption certificate for free through the Let's Encrypt project, which is a non-profit certification center supported by many prominent representatives of the internet industry.
• If you are able to edit links on the source website, add the utm_referrer tag to them and specify the source site as the tag's value. For more information, see the Tags report section.

The recommendations did not help

The source site might be encrypting the referrer. In this case, you won't be able to solve the problem within your site or Yandex.Metrica.

Add the utm_referrer tag to the website's links and specify the source site as the tag's value.

The recommendations did not help

Imagine the path from the user clicking the link to the Yandex.Metrica report:

1. Creating the tag for the link.
2. Clicking the link and going to the site.
3. Loading the code snippet for the tag on the site.
4. Collecting data for the tag and analyzing reports.

As a result, there are many steps between the first and last stage where data could be lost.

Reasons at the tag creation stage

• Tags are not formed correctly: required values are missing, parameter names are incorrect, there are superfluous question mark symbols or spaces, and so on.
• When copying ads from one ad system to another, the tags were not changed, so the traffic is linked to another ad system.

Reasons at the click stage

• The user stopped the page from loading and closed the page before it opened. For example, this could be an accidental click on a mobile phone or tablet.
• The page didn't load due to problems with site accessibility, it loaded incorrectly in a certain browser.
• The ad specifies a URL that redirects to a page that doesn't have the Yandex.Metrica tag installed.
• The ad specifies a URL that redirects to another page, and the UTM tags are lost.
• When the user goes to the site, other scripts that are loading block the tag from working.
• The ad specifies an invalid URL that doesn't open a page.

Reasons at the code snippet loading stage

• The Yandex.Metrica tag isn't installed on landing pages, or it is installed incorrectly.
• The tag did not load on the site, because the user's browser (or the corporate proxy server) has a plugin that prohibits downloading tracking tags.
• The user's antivirus system blocks the tag from loading.

Reasons at the report analysis stage

If you are comparing reports for Yandex.Metrica and another system or ad management account, data might differ. This is due to the fact that services have different ways of registering a user's interaction with a site.

For example, in the ad manager, a click might be registered not only for going to the site, but also for opening details on an ad or going to a social media page. Yandex.Metrica only counts the users who go to the site.

You might also have different attribution models chosen in ad managers.

For more information and a video tutorial, see the Tags report section.

The recommendations did not help

For information on how to unsubscribe from notifications, see Notifications.

Contact support

Read about working with Session Replay 1.0 and its settings in:

• Requirements and restrictions for Session Replay 1.0
• Enabling and configuring Session Replay 1.0
• FAQ for Session Replay 1.0

If you have more questions, contact support.

Contact support

Select a question to find a solution.

Select

Error during playback

Other questions

Do the following:

• Clear the browser cache.
• Disable all plugins and browser extensions.
• Delete the browser cookies.
• Check the firewall settings. It's possible that the firewall is blocking the Yandex.Metrica tag script. The tag also could be blocked by the Adblock Plus extension.

I followed the recommendations, but the error persists

If you have more questions about Session Replay, submit them in the form below. Provide an example of a session with incorrectly displayed data and specify the full version of your browser.

Read about working with Session Replay 2.0 and its settings in:

• Session Replay 2.0 β requirements and restrictions
• Enabling and configuring Session Replay 2.0 β

If you have more questions, contact support.

Contact support

Select a question to find a solution.

Select

Error during playback

Other questions

Do the following:

• Clear the browser cache.
• Disable all plugins and browser extensions.
• Delete the browser cookies.
• Check the firewall settings. It's possible that the firewall is blocking the Yandex.Metrica tag script. The tag also could be blocked by the Adblock Plus extension.

I followed the recommendations, but the error persists

If you have more questions about Session Replay, submit them in the form below. Provide an example of a session with incorrectly displayed data and specify the full version of your browser.

For Form Analysis to work correctly, data must be sent to the server in a submit event. The report does not include pages where other JavaScript events are used when submitting a form. For more information, see the section Form Analysis.

Contact support

If your site is protected from being shown in an iframe (the X-Frame-Options header is used in the server settings), the collected data won't be available for viewing. To view the site's session data, delete the protection code or follow these recommendations.

Contact support

If you don't have any goals set up, first read the section What are goals? Types of goals. If you have goals set up but you believe they aren't working correctly, follow the recommendations.

Contact support

If there is no data for a goal or the data differs from real data, see the recommendations below or contact support.

Select a question to find a solution.

Select

No data for a particular source

Data for a goal don't match real data

Goals in Yandex.Metrica work the same way for any sources. Perhaps there aren't any users who have completed the goal from this source yet.

The recommendations did not help

This might happen for the following reasons:

• The goal condition in Yandex.Metrica doesn't cover all the possibilities. For example, the goal is set as going to the order confirmation page, but the site also allows quick orders without visiting this page.
• The site user has a browser plugin that blocks the Yandex.Metrica tag, so this user isn't counted.
• The user has an antivirus system with strict privacy settings.
• The user has a slow internet connection, so the Yandex.Metrica tag didn't load on the target page.

The recommendations did not help

To read about how to manage tag access, see Tag access.

To restore access to a tag, go to Restoring access to a tag.

To transfer a tag to a different account, choose the appropriate situation:

If you are the tag owner

1. Log in to Yandex.Metrica with the username that the tag is registered for.
2. In Settings, go to the Counter tab and click Transfer to another account. Follow the instructions in the window that opens.

If you need to transfer more than 10 tags to another account, fill in the form:

I need to transfer more than 10 tags to another account

If you are not the tag owner

1. In Yandex.Webmaster confirm the right to manage the website for which you want to transfer a tag. To do this, log in to Yandex.Webmaster under the account that you want to transfer the tag to.
2. Fill in the special form. The tag will be transferred if it only tracks the website that you confirmed in Yandex.Webmaster.

Ask us any questions about the General Data Protection Regulation (GDPR) or seek advice on how to make sure your usage of Yandex.Metrica is GDPR-compliant.