Support
How can we help?
Answers to the questions people ask us most, each with the steps to solve it. Search them, or pick a topic below.
Popular questions
I installed the script, but no data arrives
Go through the usual causes in order: a page cache, a domain the site does not know, or your own browser that is not counted.
Read the answerWhy are my numbers different from Google Analytics?
Nvivio needs no consent, so it also counts the visitors who refuse cookies, and it leaves bots out of every number.
Read the answerMy login link does not arrive or no longer works
Look in your spam for an email from login@notify.nvivio.com, and ask for a new link: each link works once, for a short time.
Read the answerDo I need a cookie banner for Nvivio?
Not in the default mode: Nvivio sets no cookie. Do not let your banner hold Nvivio back, or you miss the visitors who decline.
Read the answerHow do I change or cancel my plan?
An owner does it in Subscription. A change applies at once and pro rata; a cancelled plan runs to the end of the period you paid for.
Read the answerWhere are my invoices?
Under Invoices, in the menu under your email address: open them or download them as PDF. Each one also comes by email.
Read the answerMy site went over the pageviews of Free
Free counts on for 7 days, then stops until the 1st of the next month. The Nvivio badge or a paid plan gives you more room.
Read the answerHow do I export my data?
Every report exports to CSV or PDF. On Starter and above you download a whole month as CSV: the visits and events, or the daily totals.
Read the answerBrowse by topic
Install and get started
The line on your site, on any platform, and what to do when nothing arrives.
Your numbers
What Nvivio counts, what it leaves out, and why it differs from other tools.
Login and team
Logging in by email, your address, your language, and who has access.
Sites and domains
Adding, pausing and moving sites, and the domains they accept.
Plans and billing
Your plan and its limits, paying by card, invoices, VAT and the badge.
Privacy and GDPR
Cookie banners, cookie mode, and the requests of your visitors.
Export and delete
Taking your data with you, deleting it, and closing your account.
API and integrations
API keys and their errors, AI assistants, Looker Studio and your own server.
Still need help?
Questions? Email support@nvivio.com. We answer in English or Dutch.
We answer on Belgian working days.
Email supportMissing a feature? Suggest it in the dashboard: Suggest a feature is in the menu under your email address.
So we can help you at once, tell us:
- the domain of your site, or the address you log in with
- what you did, what you expected and what happened instead
- the error message or a screenshot, if there is one
Found a security problem? Email security@nvivio.com (how we keep your data safe).