Frequently Asked Questions

Last updated: November 17, 2017

Applies to:

Marketing Hub Basic, Professional, Enterprise

There may be a time when you're unsure of why visits are being categorized as a particular source, or why a contact isn't appearing under the source you expected. In this article, you'll find answers some common sources questions and a list of commonly asked questions regarding how analytics works.

Why aren't visits being recorded?

Your Dashboard and Reports Home are built off Sources information. Sources is where you'll go to answer many of your questions. Please keep in mind that, on average, Sources can take up to 30 minutes to update information. Any views that are made within this timeframe after the most recent update will not be visible until the next time the report updates. Once the report updates, you'll be able to see these views recorded in your analytics tools, including the analytics properties on your contacts' records.

Also note that if you are visiting your website from a filtered IP, your session will not be recorded.

My customer is not showing up in sources or the dashboard for the month they converted.

HubSpot reports on marketing efforts, providing closed-loop reporting. This essentially means that the customer will be reported for the month of their initial conversion to a lead, not their time of conversion to a customer. This type of reporting shows you, the marketer, what marketing efforts took place which led to a customer. With an Enterprise subscription, you can also create a contacts report and view how long it has taken your customers to close (using the Days to Close property).

While you'll have to go back in your sources and dashboard history, you'll be able to tie back the initial conversion to a particular campaign or marketing effort.

Do my form submissions from filtered IPs show up anywhere?

Yes! You can view these filtered form submissions in your Sources data in Offline Sources. This data will be displayed by default unless you click on Offline Sources to deselect that source from displaying in the graph.

HubSpot Help article screenshot

You'll see another source of Offline Sources appear at the bottom of the legend. When you click Offline Sources, you'll see a handful of categories, such as API, Salesforce, and Form.

Those in Form contain filtered contacts. When a contact submits a form through a filtered IP, the analytics captures the submission but doesn't include it in the total number of submissions for your form. The analytics will also exclude the website session from your reports since the IP is filtered out. This contact would have no sessions recorded and is therefore bucketed under Offline Sources. This allows you to keep filtered data separate in your reports.

HubSpot Help article screenshot

Click the number of contacts to the right of Form to view a list of contacts that have submitted forms from filtered IPs. You can export this contact data, add these contacts to an existing static list, or create a new list out of them.

I have more questions about the sources report...

That's okay. We have more answers. Check out the links below.

Why do HubSpot and Google Analytics not match?

What is the difference between visitors, visits, and page views?

How does HubSpot categorize Visits, Contacts, and Customers in the Sources Report?

How can I track Google Adwords Campaigns in HubSpot?

How do I track social media traffic using the Sources Report?

How do I track Organic Traffic using the Sources report?

What does "Unknown Keywords (SSL)" mean under Organic Search in the Sources Report?

Does HubSpot track unique visitors?

Why do I see so many URLs for the same page in Google Analytics for visits from HubSpot emails?

What do the properties Original Source Data 1 and 2 mean?

Why do I have more Direct Traffic than expected?

Why do I see 'Auto-tagged PPC' and 'Content network (Adsense or other)' in the Paid Search section of the Sources Report?

Why is there a sudden spike in Direct Traffic in my Sources Report?

How are tracking URLs visits bucketed in the Sources Report?

How does the Sources Report decide what is paid search?

Why are paid search visits not appearing in the Sources Report?

Why did my Contact's Original Source Type change?

How do I create a custom Sources Report?

What is the 'Other Campaigns' source in the Sources Report?

Why does a Contact have an Original Source Type of Email when they have never been sent an email?

Why is my customer not showing up in Sources or the Dashboard for the month they converted?

How can I add, edit, or remove a marketing action from the Sources report?

How does the Sources Report decide what is a referral?

How do I know if the visits on my Dashboard are up-to-date?

Will deleting Contacts remove them from the Sources Report and Dashboard?

How often does the Dashboard update?

How often do analytics in HubSpot update?

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