• TROUBLESHOOTING AND FAQS • SETUP GUIDE

Why Are Analytics Empty or Different from Submission Counts?

By Rivio Support Team
2 min read

What you will achieve in this guide

Follow this step-by-step documentation to configure custom B2B registration forms, approval workflows, and customer tagging.

EXPECTED SETUP TIME 5-10 Minutes
COMPATIBILITY All Shopify Themes & Plans
TECHNICAL DIFFICULTY Zero Code Required

Check the selected form, time range, and tracking data when the Rivio analytics report differs from the submissions inbox.

Before you begin

Record the affected store, form name, slug, application reference if available, and approximate time. Reproduce the issue once with dummy data and note the exact message before changing settings.

Scope and tracking are different from receipt

A wrong form or date range can make a report appear empty. Tracking can also fail without blocking an application, so compare the report with the submission record before concluding that the buyer could not apply.

Distinguish views, step visits, submissions, and review outcomes. Generate a controlled storefront visit and application for the selected form, then review that same period; report persistent differences with both scopes.

Reference and examples

Possible mismatch Check
Wrong form Select the same form as the known submission.
Wrong window Include the visit/submission date.
Metric mismatch Views and completed applications are different.
Tracking failure Submission may exist despite missing analytics.
Persistent discrepancy Report the form, report window, known reference, and observed counts.

Diagnose and resolve the problem

  1. Confirm the form selected in Analytics.

  2. Check the report’s time window.

  3. Compare the same period and form in the submission records.

  4. Distinguish page views, step visits, submitted applications, and review outcomes.

  5. Test the form on the storefront to generate fresh data.

  6. Review again after processing and contact support with the form and period if the discrepancy remains.

Example

Generate a visit and application for Demo Retailer Application, then accidentally select Demo Distributor Application in Analytics.

Expected result

Switching to the correct form and date window resolves selection mismatches; views and submissions remain different metrics.

Limits and important behavior

  • Analytics tracking does not block submissions when tracking fails.
  • Views and submissions are different metrics.
  • Do not label missing tracking as a failed application without checking Submissions.

If you still need help

If the checks do not resolve the issue, contact support@rivioapps.com with the affected form or application reference, time, exact error, and what you already tested. Mask private applicant data and never include API keys or SMTP passwords.

Screenshots to add

Screenshot placeholder: Capture the relevant app screen for “Why Are Analytics Empty or Different from Submission Counts?” after completing the setup. Show the controls used to confirm the form selected in Analytics. Add a second screenshot showing the result of this check: Review again after processing and contact support with the form and period if the discrepancy remains. Use dummy applicant details and mask any secrets.

Related guides

If these checks do not resolve the issue, contact RivioApps Support with the form name, application reference where relevant, error, and time. Do not include passwords or access keys.