# Troubleshooting (https://webmetic.de/docs/en/visitor-intelligence/fehlerbehebung)

If this page doesn't solve your problem, open [**Support**](https://app.webmetic.de/?menu=support) in your profile menu. If the data of a specific company is wrong, report it right in the profile with **Report data**.

## Before you start [#before-you-start]

- **Permissions**: You can use every fix on this page without admin rights.
- **Plan**: None of the fixes cost you credits.

## Company list [#company-list]

### Why don't I see any companies yet? [#why-dont-i-see-any-companies-yet]

As long as Webmetic hasn't identified a company for this website, the list shows the message **Account set up**. Either the tracking code is missing, or no identifiable company has visited your website yet.

To fix the problem:

1. Check the status of your website as described in [Check your installation](https://webmetic.de/docs/en/installation/pruefen).
2. If the website is **Active**, wait, because the list fills up as soon as companies visit your website.

### Why does the list show no results? [#why-does-the-list-show-no-results]

Your website has companies, but your selection excludes all of them, and the list shows the message **No results found**. The cause is a date range without visits, an active segment, a search term, or a subdomain view. As long as a segment is active, Webmetic grays out the date range and uses the segment's date range.

To fix the problem:

1. In the filter bar, click the red filter icon with the tooltip **Reset filters**, which only appears when a filter is active. Webmetic clears the search, segment, search mode, and sorting.
2. Choose **All time** under **Set date range**, because the **Reset filters** icon doesn't reset the date range or the subdomain view.
3. If you're looking at a subdomain, switch back to the whole website.

![The filter bar with an active segment, a grayed-out date range, and the Reset filters icon](https://webmetic.de/docs/media/en/light/fehlerbehebung-filter-aktiv.webp)

For how search and segments work together, see [Filters and search](https://webmetic.de/docs/en/visitor-intelligence/filter-und-suche).

### Why is a company from today missing? [#why-is-a-company-from-today-missing]

By default, the list shows you the current month, but during the first seven days of a month it shows the previous month. A visit from today is then outside your view. The list also reloads only when you open it. When Webmetic identifies a company for the first time, it often appears later.

To fix the problem:

1. Choose **Today** or **This week** under **Set date range**.
2. In the filter bar, click the play icon with the tooltip **Turn on real-time updates**. Webmetic then reloads the list every 15 seconds.

### Why are visits I know about missing? [#why-are-visits-i-know-about-missing]

Webmetic doesn't show visits through private internet connections, mobile networks, VPNs, or cloud services as companies. This isn't an error. For details, see [Identification rate and data quality](https://webmetic.de/docs/en/erkennungsrate-und-datenqualitaet). You won't see universities and public authorities if you turned off the **Educational institutions** or **Public sector** switch. Webmetic also doesn't record domains on your domain blacklist.

To fix the problem:

1. Open [**Menu** > **Organization types**](https://app.webmetic.de/?menu=session_organization_type) and check the **Educational institutions** and **Public sector** switches. Both switches are on by default, and Webmetic always shows businesses.
2. Open [**Menu** > **Company** > **Domain blacklist**](https://app.webmetic.de/?menu=blacklist) and check whether you added the domain there.

Both settings only affect new visits, not companies that are already in the list.

### Why is an unknown company in my list? [#why-is-an-unknown-company-in-my-list]

If the company is called Webmetic GmbH, it's the test company Webmetic adds when your trial starts. It has one visit at the start, the tag Lieferant, and a welcome comment. Like the other starter defaults, the tag keeps its German name in both languages. This isn't an error, and you don't need to do anything.

### Why does my own company appear? [#why-does-my-own-company-appear]

Webmetic hides your own company only when its website is the tracked website, and shows it on other domains in your account. Webmetic offers no way to exclude visits by IP address.

To fix the problem:

1. Open [**Menu** > **Company** > **Domain blacklist**](https://app.webmetic.de/?menu=blacklist).
2. Enter your company's domain.
3. Click **Save**.

The blacklist only applies to new visits, so companies that are already in the company list stay there.

### Why is a subdomain view empty? [#why-is-a-subdomain-view-empty]

The view shows you only visits to this subdomain in the date range you chose. Webmetic offers a subdomain when it has enough visits, identified or not. So a subdomain on offer can have no identified company in your date range.

To fix the problem:

1. Choose a longer date range.
2. Or click your website's name in the top left and choose the row of the main domain. The list then shows the whole website again.

### Why do I only see hidden names? [#why-do-i-only-see-hidden-names]

On the Free plan, you see the first 10 new companies per month with their name, counted across all websites in your account. Companies from your trial or paid time stay readable, and a readable company stays readable. All other companies appear blurred. For details, see [Company list](https://webmetic.de/docs/en/visitor-intelligence/unternehmensliste).

An admin of your account chooses the plan. Other users see a note that an admin manages the plan. An admin does this:

1. Open a hidden company and click **Choose a plan**.
2. Choose a plan. Webmetic then shows every company with its name at once, without you having to log in again.

## Company profile [#company-profile]

### Why does the profile show the wrong company? [#why-does-the-profile-show-the-wrong-company]

Webmetic identifies companies by the network a visit comes from. In public networks such as hotel or trade fair Wi-Fi, Webmetic can show the network operator instead of your visitor's company.

To fix the problem:

1. Open the profile on a large screen and click **Report data**. The **Report a data issue** window opens.
2. Choose **Wrong company**.
3. Optional: Describe the problem under **Additional notes (optional)**.
4. Click **Submit**.

Webmetic reviews your report by hand, and nothing changes in your list right away. You can't see the status of the review in the dashboard.

### Why are employees, revenue, or address missing? [#why-are-employees-revenue-or-address-missing]

The profile shows only the details Webmetic knows and leaves out missing ones without a placeholder. On the Free plan, a hidden company shows no details at all.

To fix the problem:

1. Open the profile on a large screen and click **Report data**.
2. Choose **Company data** and click **Submit**.

Webmetic updates profiles regularly. [Company profile](https://webmetic.de/docs/en/visitor-intelligence/unternehmensprofil) describes which details a profile can contain.

## Notifications [#notifications]

### Why doesn't my notification arrive? [#why-doesnt-my-notification-arrive]

Webmetic sends notifications only on the weekdays and at the hour you chose. On the card, **Last sent** shows whether Webmetic sent the email. Webmetic doesn't send a test email. If your account is cancelled or a payment failed, Webmetic sends no scheduled notifications, even if your account then continues on the Free plan.

To fix the problem:

1. Open your profile menu in the top right and click [**Notifications**](https://app.webmetic.de/?menu=notifications).
2. If the card shows **Inactive**, turn the notification on with the switch.
3. Check the days. Webmetic sends only from Monday to Friday.
4. Check the time, which is German time. Webmetic sends the email shortly after the full hour.
5. Check the recipients for typos in external addresses.
6. Add `notification@webmetic.de` to the exceptions of your spam filter.

If the card shows "ID:" and an identifier for the segment, someone deleted the segment, and Webmetic sends nothing. Click **Edit**, choose another segment, and save. If the card then shows **Inactive**, turn the notification on with the switch.

### Why does the email contain old companies? [#why-does-the-email-contain-old-companies]

If **Complete** is selected or no file is attached, every email you get contains all matching companies since the start, including the **Besucher-Update**.

To fix the problem:

1. Click **Edit** on the card.
2. Turn on **File attachment** and choose **Incremental**.
3. Click **Save**.

For what the two settings mean in detail, see [Set up notifications](https://webmetic.de/docs/en/visitor-intelligence/benachrichtigungen).

### Why doesn't the email have an attachment? [#why-doesnt-the-email-have-an-attachment]

If no company matches, Webmetic sends the email without a file. If **File attachment** isn't ticked, Webmetic never attaches a file.

## Export [#export]

### Why does the export contain fewer companies? [#why-does-the-export-contain-fewer-companies]

The export contains the companies of your current list, so with your date range, segment, and search. On the Free plan, it contains only the companies you see with their name. The **Google Custom Audiences** format leaves out every company without an email address and phone number.

To fix the problem:

1. Reset the filters and choose the date range **All time**, as described above.
2. Open the export again and choose the format.

[Export companies](https://webmetic.de/docs/en/visitor-intelligence/export) describes all formats and fields.

### Why does the Excel export fail? [#why-does-the-excel-export-fail]

If the option **Include page views** is turned on, an Excel file can receive too many rows. Webmetic then stops the export with a message. The message is in German, also in the English interface.

To fix the problem:

1. Choose a shorter date range.
2. Or export without **Include page views**.

## All messages [#all-messages]

| Message | Cause | Solution |
| --- | --- | --- |
| **Account set up** | This website has no company yet. | [Check your installation](https://webmetic.de/docs/en/installation/pruefen). |
| **No results found** | Date range, segment, search, or subdomain exclude every company. | **Reset filters** and choose the date range **All time**. |
| Logo, name and location blurred | Free plan: the company isn't among the first 10 new ones of the month. | An admin chooses a plan with **Choose a plan**. |
| **Inactive** on a notification | The notification is paused, by hand or because someone deleted its segment. | Turn on the switch on the card. |
| "ID:" instead of a segment name | Someone deleted the notification's segment. | **Edit**, choose another segment, and turn the notification on. |
| **At least one recipient is required** | The notification has no recipient. | Add a user or an external address. |
| **At least one day must be selected** | No weekday chosen. | Choose at least one day from Monday to Friday. |
| **Segment is required for segment-based notifications** | Type **Segment** without a segment. | Choose a segment of the website. |
| **Export failed. Please try again.** | Webmetic couldn't create the export. | Export again; for Excel, choose a shorter date range or no page views. |

## Next steps [#next-steps]

- [Identification rate and data quality](https://webmetic.de/docs/en/erkennungsrate-und-datenqualitaet): Understand why Webmetic doesn't match every visit to a company.
- [Check your installation](https://webmetic.de/docs/en/installation/pruefen): Check that visits from your website arrive.
- [Filters and search](https://webmetic.de/docs/en/visitor-intelligence/filter-und-suche): Narrow down the list with search and segments.