Why Did My Visitor Tracking Stop Mid-Month and How Does Overage Work?

Visual Visitor tracks website visitors against a monthly identification limit set by your plan. Once that limit is reached, the platform stops processing new identifications for the remainder of the month.

No new visitor data will appear in your dashboard or be sent via alerts until the monthly counter resets.

When Does the Counter Reset?

Your identification count resets on the 1st of each calendar month. Any identifications captured after your limit is hit — and before that reset — will not be processed or retroactively counted unless you have enabled overage.

What Is Overage?

Overage allows the platform to continue capturing visitor identifications beyond your plan limit. You set a maximum number of additional identifications you are willing to allow each month, and you are billed a per-identification fee for those captures.

Current overage pricing is $0.50 per identification above your plan limit. You specify a cap on the overage amount; if you do not set a cap, the platform will stop identifying visitors once your base plan limit is reached.

How to Enable or Adjust Overage

1. Log in to your dashboard at app.visualvisitor.com.

2. Navigate to your account settings or billing area.

3. Locate the Overage setting and enter the maximum additional identifications you want to allow per month.

4. Save your changes. The setting takes effect immediately.

Here is an article to walk you through it.

If you are unsure how to find this setting, contact support at support@visualvisitor.com and they can configure it on your behalf.

Checking Your Current Usage

To see how many identifications you have used in the current month, log in to your dashboard. Your usage summary is displayed on the main overview screen. This is the most reliable way to confirm whether you have hit your limit.

Common Causes of Stopped Tracking

1. Plan limit reached with no overage enabled.
2. Overage cap reached before the month ended.
3. Tracking script removed from the website (a separate issue — see the Script Not Firing article).

Tips:

1. If you regularly reach your limit early in the month, consider upgrading your plan or enabling a permanent overage buffer.
2. Overage charges appear on your next invoice.
3. Resellers: overage can be managed at the client account level within the reseller portal.

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