Troubleshooting: Statistics do not capture charts or report sales

Last Updated: Jan 21, 2026

Bodygraph Statistics are designed to give you clear insight into how your integrations are performing. In most cases, when data is missing or incomplete, the cause is straightforward and easy to resolve. Below are the most common challenges and how to troubleshoot them.

Challenge 1 – Statistics Do Not Capture Chart Generations

If no chart generations appear in your Statistics, this does not automatically indicate a technical fault. The most common reasons include:

• No actual chart usage
  Visitors may not be interacting with the embedded chart on your website. Run the test chart to see if submission arrives to Statistics to troubleshoot it.

• Incorrect chart embed setup
  The chart may be embedded incorrectly, accidentally removed from the website, or placed in a restricted section that visitors cannot access.

• Poor chart accessibility
  Charts that are difficult to find or require multiple clicks, excessive form fields, or restrictive popups often lead visitors to abandon the process.
  Best practice is to make the chart accessible with no more than a single click after entering the website.

• Inactive subscription due to unpaid invoice
  If a your Bodygraph subscription invoice is not paid, there is a 21-day grace period during which embeds continue to function. After this window, the account is cancelled and all embeds become inactive.
  Always check your billing status if chart activity suddenly stops.

Bodygraph recommends periodically testing your own chart integration to ensure it is visible, accessible, and functioning correctly from a visitor’s perspective.

Challenge 2 – Sold Reports Do Not Appear in Statistics

When report sales are missing from Statistics, this usually indicates an issue with the payment integration rather than the reporting system.

The most common cause is:

• Payment app webhook is missing or configured incorrectly
  Statistics rely on a correctly configured webhook to receive sales data. If the webhook is not set, sales will not be tracked. So if sales do not register, this is the first thing that must be checked and tested.

Important notes:

• WooCommerce sales are not captured in Bodygraph Statistics.

• If you are using a website builder shop and checkout, a second webhook is required specifically for the app integration.

To resolve this issue, review your Payment App connection and confirm that all required webhooks are correctly configured and active.

Challenge  3 – Exported CSV does not include customers chart

This is is not the issue of the system. Bodygraph does not store any personal data of the chart integration user beyond name and email (if enabled at integration). The only data available to export is just a name and email. For extensive data collections it is important to use App Integrations.

Still have questions, is above guide outdated? Please message us on Live Chat or send an email to support@bodygraph.com.