General Questions
What are the new Terms of Service and how does this affect my account?
A: EFFECTIVE July 8, 2003 - TheCounter.com Terms of Service have been revised. Please read the new Terms of Service.
The free service is no longer available. The Premium Edition is for personal or commercial Web sites that do not average more than 5,000 hits per day over a thirty (30) day period.
All Web sites that average more than 5,000 hits per day over a thirty (30) day period will not be eligible for a standard fee and will be required to pay a super premium subscription price as agreed between you and the Service on a case-by-case basis. Should you have any questions, please contact: customerservice@thecounter.com.
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Order Form/Billing Question
How do I sign up for TheCounter.com Membership?
A: You can sign up for TheCounter.com - Premium Edition for only $19.95/year per account at
https://ssl.internet.com/thecounter/reg.
If you are renewing a membership you will need your Customer ID #. You can access this by adding your customer ID number at the end of this URL after the = sign: https://ssl.internet.com/thecounter/reg/renew.cgi?custorder=
Please contact Customer Service for your customer ID# if you do not have the original e-mail purchase confirmation. Please be sure to include your account number(s) in all correspondence.
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What other form of payment can be used besides credit cards?
A: We accept checks and money orders and PayPal transactions (see http://www.paypal.com) Please use the online order
form form. There are three ways to pay - by credit card, by check and by PayPal. To pay by check—when you get to payment options do not enter credit card details, click on the pay by check box and enter a CHECK #. Once you submit, the address will appear as where to send the check. Please remit to:
Jupitermedia Corporation
Church St. Station
P.O. Box 6414
New York, NY 10249-6414
To pay by PayPal -- when you get to payment options do not enter credit card details, click on the PayPal box.
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What security do you guarantee in order that we will feel comfortable giving out our personal information?
A: Our Terms of
Service state our privacy policy. You can also check our privacy policy at http://www.internet.com/corporate/privacy/privacypolicy.html
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What do I need to do, other than paying, if I want The Counter
A: You must place TheCounter.com code on your Web site for the stats to work. Log in to your account at http://www.thecounter.com/login.php . Go to the Config tab on the right side and click on the HTML code link. Copy the code using a text editor, such as NotePad, and copy and paste the code from NotePad into your Web page. ONLY use a text editor or other program in text-only mode. Be sure to copy the full code.
If you want the invisible counter, login into your account at http://www.thecounter.com/login.php . Go to the Config tab on the right side of the page and click on Style link. Change the style and submit. It would also be wise to get the HTML code again.
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How does the renewal work?
A:You should receive a notification from TheCounter.com if the auto renewal did not work. There is a special URL in that notification you should use to renew. You can access this by adding your customer ID number at the end of this URL after the = sign: https://ssl.internet.com/thecounter/reg/renew.cgi?custorder=
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What do I do if I am double billed or if I paid with my credit card (registered) twice?
A: Sometimes the system may not generate a confirmation. Please send customerservice@thecounter.com the date you paid and your account number and we will be happy to send you a receipt.
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We are a non-profit organization. Do you donate services?
A: We are sorry but we do not donate services or offer a non-profit discount.
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How do I contact customer service?
A: Please contact customerservice@thecounter.com. You will receive an auto response that your ticket has been logged into our system. You should receive a response from one of customer service managers within 24 hours.
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General Questions
I lost my password and/or my account number.
A:Go to the Password Look-up page and enter the e-mail address of your account. The password will then be sent to the e-mail address currently in the database for that account. As for your account number, the number is contained in your counter code, within the link reference. View your source code for this information.
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I heard that you provide four different counter styles. How do I change?
A: You can change the style of your counter by logging into your account at http://www.thecounter.com/login.php Click the CONFIG tab and click the STYLE Link.
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I have a different Web site and need to change my URL. How do I do that?
A:If your Web address changes, you do not need to get a new TheCounter.com account, simply change the URL of your current account. You can change the URL information of your counter by logging into your account at http://www.thecounter.com/login.php Click the CONFIG tab and click the ACCOUNT INFO Link. Replace the information and hit SUBMIT. You will need to place TheCounter.com code on your new Web page. You can get TheCounter code at the HTML link.
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I would like to change my password. How do I do that?
A: Log into your account at http://www.thecounter.com/login.php, click the Config tab, click the PASSWORD link, and make the desired change.
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When I try to log into my account, I get "Invalid password".
A: The password function is case sensitive. Please try again, and ensure that upper and lower case letters are where they belong. If you are still having problems, contact customerservice@thecounter.com
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Can you please close my account?
A: If you know your password, you can delete your own account. Just click the Delete Account link on the home page, enter your account number and password, and then submit the delete request. If you do not remember your password, please use the Password Look-up page to find it.
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Please remove my e-mail address.
A:We will be happy to remove your name from our e-mail database but you must first delete your account. Otherwise, if you wish to stay at TheCounter, you will not receive your weekly stats e-mail.
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Why do I sometimes not get my e-mailed weekly statistics reports or sometimes get two?
A: We are in the process of modifying our list servers (hardware and software) in an effort to keep up with the popularity of theCounter and to deliver your weekly statistics reports even faster and with more functionality. On occasion, we have had to restart the mail process, thereby resulting in duplicate statistics reports for some customers. You will not be charged for any additional reports. As to not receiving the e-mailed weekly statistics: If the list server cannot make contact with your mail server (e.g., if your mail server is temporarily down), it will hold your e-mail message for re-delivery. It will make several attempts to deliver your mail, but it will eventually give up. We do not keep old reports on file.
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What is the difference between "unique visits" and "all”?
A:"Unique visits" means that if someone visits the site 125 times, they are only recorded once as a 'unique' visitor. "All" means it counts all 125 visits, even if it's the same person.
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I have no idea how to get theCounter up on my page.
A: Log into your account at http://www.thecounter.com/login.php. Click the Config tab, and then the HTML Code link. Once the code page pops up, copy your code and paste it into your Web page file using a text editor, such as Windows NotePad, or a non-WYSIWYG Web editor. Paste the code into the body of your HTML file where you want theCounter.com graphic to appear, and Save the HTML file. Upload the page right away without opening it in any other editing program, such as Microsoft FrontPage or Netscape Composer.
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Does your counter support frames?
A:Yes, with the Premium Edition you have the option of using counter code for frames or non-framed pages. To use the code for a framed site, login to your account, then go to the Config tag, then click "HTML Code," close the window that pops up (it contains the counter code for a non-framed page) then click on "The Counter code for a page in frames." A new window will open that contains the code for a framed page.
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Statistics are not being recorded for my counter. I just installed new counters but they are not showing. The code for my new counters is causing page errors, but my old counters are working fine.
A: A slight modification was made to user-installed theCounter code for XHTML compliance, which might have resulted in page or stats recording errors for specific browser. The original code has been restored. To be safe, copy & paste the code into your HTML file again. To do this, log into your account at http://www.thecounter.com/login.php and use the HTML Code option under Config Tab to copy the code.
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My hits are not being tracked.
A: Please remove all TheCounter code from your page if you have any. Copy & paste this code into your page with a text editor: (add your account number at the end of the URL) /tc_code.php?account=
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TheCounter does not detect all of the hits. I am sure some people visited.
A: You may have configured your TheCounter account to only detect unique hits. Which means that Live Stats are counting browser reloads, but TheCounter did not. OR
TheCounter code in your page is at the very bottom of the page. If a person clicks on a link or leaves the page for some reason without waiting for all page to load, he/she probably will not be counted by TheCounter since pages are loaded from top to bottom, and the very last element to load is TheCounter code.
If neither of these are the case, please contact customerservice@thecounter.com. Please be sure to include your account number with your inquiry.
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My counter does not detect referrers, color depth, resolution.
A: If your Web site is in frames, TheCounter code cannot detect the data. We are working on an additional code that will work in frames, which will be available shortly.
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My hits are counted twice.
A: Remove all TheCounter codes from your page. Visit your page and make sure it is not being counted. Then get your TheCounter code again by logging in to your account at http://www.thecounter.com/login.php. Click the Config tab, and then the HTML Code link, and place the code in your page source code.
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I get script errors when viewing my page with the Counter on it.
A: A: Quite often, errors arise on a Web page that was written using a WYSIWYG program, such as Front Page, as the Web editor improperly modifies the counter code. You need to use a text editor (such as Windows Notepad) to insert the counter code. To do this follow the instructions on "How to Place the HTML Code" above. Also, often times, errors occur if you are using old code from TheCounter.com. Log into your account at http://www.thecounter.com/login.php, click the Config tab, and then click the HTML code link to view the current counter code. Copy the new code. Now, replace the old code with the new code in your HTML page.
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Does the counter count/track all pages within a site?
A: The counter counts/tracks only the page on which it is installed. If you want specific statistics for more than one page, you must install a separate counter (with separate account number) on each page that you want tracked. If you want to know only how many visits or visitors you receive to the Web site in general, you could install the same counter code on all of your pages. Example: On a real estate Web site, you have a Web page for "Rentals" and one for "Sales". If you want to compare how many visits or visitors you have to these pages, you would want a separate counter for each page. If you only care to know how many visits or visitors there were for the pages combined, you would use the same counter code on each page.
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Is it possible for you to capture the e-mail address of my visitors?
A: No, this is not technically possible. We do not supply this feature due to possible spam-abuse.
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I have 3 accounts and I want the multiple account access? What is the multiple account access?
A: Multiple Account Access allows you to group all of your premium accounts in the multiple account box on your online stats page. Please follow these steps:
- Login one of your accounts
- Select "add new" from the right drop down box
- Enter other accounts ID and password
- Logout and login again for the changes to take place.
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Why is the time different?
A: Go to the Config page on the right hand side of the page on your account, and click on Account Info link. You can reset your time.
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We are showing 0's on our stats pages. What is wrong?
A: It may be that you do not have the full HTML code on your site. Please login into your account at http://www.thecounter.com/login.php. Go the Config tab on right side and click on HTML code link. Follow the instructions on "How to Place the HTML Code" above.
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Stats: Definitions
I don't understand the terms used for the stats. What does "Own stats", "Last 30 ref.", and all those other terms mean?
A: These definitions should help clear things up.
- Main - This
page shows your site's basic info: Site name, Account ID, Time Zone, Total
Visits, when the account was created, Unique Visits, the percent of your
visitors that use JavaScript- or Java enabled browsers, the number of
visits today, the number of visits this month total, the number of visits
yesterday, as well as several other stats.
Online Sample
- Domain - This
is a listing of the domains that visitors to your site are coming from.
For example, if your visitor uses aol.com as their ISP to get online, then
the domain will be recorded as .com. If they come in through a foreign ISP
such as isp.tv, then it will be recorded as a .tv. It does not record the
actual domain name, but rather the extension. Online Sample
- Browser - This
is a listing of the browsers that your visitors are using to view your
site. It lists the percentage of visitors that use a particular browser. Online Sample
- OS - This
is a listing of the operating systems that your visitors are using when
they visit your site. It lists the percentage of visitors that use a
particular OS. We are adding new browser update in the near future. Online Sample
- Hour - This
is a listing of visits per hour for your site. It lists the percentage of
visitors that visit during any given hour, and shows you the busiest hours
each day for your site. Online Sample
- Weekday - This
is a listing of visits per day for your site. It lists the percentage of
visitors that visit during any given day, and shows you the busiest days
for your site. Online Sample
- Monthly - This
is a listing of visits per month for your site. It lists the percentage of
visitors that visit during any given month, and shows you the busiest
months for your site. Online Sample
- Resolution - This
is a listing of the resolution (screen size) that your visitors are using
when they visit your site. It lists the percentage of visitors that use a
particular resolution. Online Sample
- Color depth -
This list shows you the color depth of your visitors. For instance, what
percentage of your users is using 16 colors, 256 colors, 65K colors, etc.
- Own stats - If you go into the Config tab on
your stats page, then to Domain and Referrer, you can create
your Own Stats. For instance, if you want to see how many
visitors you get from aol.com, you can add that domain to your
own Domain listings. The same applies to Referrer; if you want
to know how many visitors a site is referring to you, you go to
Referrer and add the site address, such as
http://www.aol.com/tourism/ for instance. Then when you visit
"Own Stats" you'll see the listing for both your Domains and
your Referrers. You can also reset those stats from the
Config/Domain and Config/Referrer page.
- Search engine - This
is a list of the search engines that your visitors have used to find you,
and the last 10 key words they used to do the search. Online Sample
- Last 30 hits - This
is a list of the last 30 domains/IP’s that have visited your site and when
they visited, along with their browser, OS, resolution and color depth. Online Sample
- Last 30 ref. - This
is a list of the last 30 sites that referred visitors to your site. If a
visitor directly accessed your site, that is also reflected in this list. Online Sample
- Old weeks - This
page allows you to select a week of stats from the past, and view the
number of visitors per day during that period.
- Last 30 days - This
page shows you the number of visitors each day for the last 30 days.
- Logout - This
allows you to logout of your account so nobody can use your computer to
access your account without logging back in.
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