Help centre
Search for the task or problem in your own words. Each answer starts with what to do, explains what the evidence can and cannot prove, and ends with a pre-triaged email route.
Getting startedCreate an account and add a site
Sign in, choose Add site, enter the production domain without a path, and continue through installation. Illumino creates a separate site record and site key; data from one site is never merged into another.
Still stuck? Email talk@illumino.app and include your site domain.
Getting startedInstall the tracking snippet
Copy the exact snippet shown for your site and place it once in the shared <head> of every page. The data-site value must match the site key in Account.
Still stuck? Email talk@illumino.app and include your site domain.
Getting startedVerify that data is flowing
Open the installed site in a regular browser, visit two or three pages, then check the live pulse and Overview. A new human pageview normally appears within a minute; selected-period reports may take another refresh.
Still stuck? Email talk@illumino.app and include your site domain.
TroubleshootingI see no data
First check page source for illumino, confirm the site key and domain, disable an ad blocker for the test, and verify the dashboard date range. If live pulse remains empty, include the domain and a page URL when contacting support.
Still stuck? Email talk@illumino.app and include your site domain.
InstallationInstall on WordPress
Use a header-insertion feature or plugin and add the Illumino snippet to the site-wide head. Avoid editing a parent theme file directly because a theme update can remove the change. Clear page caches, load a public page, then follow Verify that data is flowing.
Still stuck? Email talk@illumino.app and include your site domain.
InstallationInstall on Shopify
Open Online Store, Themes, Edit code, then theme.liquid. Paste the snippet immediately before </head>, save, open the storefront, and verify a new pageview.
Still stuck? Email talk@illumino.app and include your site domain.
InstallationInstall on Wix
In Settings, open Custom code, add the full snippet to Head, and apply it to all pages. Publish the site before testing; editor previews do not always load production custom code.
Still stuck? Email talk@illumino.app and include your site domain.
InstallationInstall on Squarespace
Open Settings, Advanced, Code injection and paste the snippet into Header. Save, open the public site outside the editor, and verify a new pageview.
Still stuck? Email talk@illumino.app and include your site domain.
InstallationInstall on Next.js or React
Load the script once from the root layout or document. In Next.js, use the framework Script component with an after-interactive strategy; do not add a second copy during client-side navigation.
Still stuck? Email talk@illumino.app and include your site domain.
InstallationInstall with Google Tag Manager
Create a Custom HTML tag containing the full snippet and trigger it on all pages. Publish the container, then test without an ad blocker. A direct head install is more resilient when visitors block tag managers.
Still stuck? Email talk@illumino.app and include your site domain.
Dashboard guideRead Overview
Overview answers what changed and what deserves attention. Confirm the selected period first, read the trend and comparison, then open the highest-impact priority in its specialist tab; its card states the evidence window and confidence.
Still stuck? Email talk@illumino.app and include your site domain.
Dashboard guideRead Traffic
Traffic explains which pages and sources produced visits. Page lists show the initial rank limit and can be expanded; changing the date range recalculates the ranking, so a page in seven days may fall outside the top results over twelve months.
Still stuck? Email talk@illumino.app and include your site domain.
Dashboard guideRead Audience
Audience summarizes coarse browser language and device technology. Language is reported by the browser, not inferred from identity, and the opportunity explanation shows whether a spike is concentrated on specific pages before recommending localization.
Still stuck? Email talk@illumino.app and include your site domain.
Dashboard guideRead Geography and time zones
Countries use coarse visit geography. Select a country to compare the aggregate pages where its sessions entered and eventually exited; a landing page is the first page Illumino observed, not proof of what caused the visit. Time zones prefer browser-reported UTC offsets and label modeled historical values as estimates; VPNs, travel, and device settings can differ from physical location.
Still stuck? Email talk@illumino.app and include your site domain.
Dashboard guideRead Engagement, actions and interface views
Engagement reports automatic interface views and custom events before setup guidance. View counts remain separate from pageviews. An event proves only that the named action was received, not that a sale or business outcome occurred unless its definition says so.
Still stuck? Email talk@illumino.app and include your site domain.
Dashboard guideRead Performance
Performance combines field Web Vital samples with page importance. A healthy result requires usable samples and metric values; insufficient or failed evidence is shown as unavailable, never as proof that a page is healthy.
Still stuck? Email talk@illumino.app and include your site domain.
Dashboard guideRead Website Health
Website Health is the prioritized repair inventory. Each finding states what was observed, why it matters, and the next repair; open Observation when you need the complete underlying evidence.
Still stuck? Email talk@illumino.app and include your site domain.
Dashboard guideRead SEO and AI Visibility
Crawler activity reports recognized automated requests, when they arrived, and the pages requested. A request proves URL access only; it does not prove indexing, citation, training use, or appearance in an AI answer.
Still stuck? Email talk@illumino.app and include your site domain.
TroubleshootingUnderstand crawler files: robots.txt, sitemap.xml and llms.txt
Present means a successful observation; confirmed missing requires a current 404 or 410; not yet verified means the last attempt was inconclusive. Illumino preserves the last confirmed state and records later failed attempts separately. Crawler-file checks run at least daily.
Still stuck? Email talk@illumino.app and include your site domain.
EventsTrack and verify a custom event
After the snippet loads, call window.illumino('event', 'signup_click'). Use short lowercase stable names, fire the event once, and confirm it under Engagement before relying on it in reporting.
Still stuck? Email talk@illumino.app and include your site domain.
EventsTrack tabs and interface views automatically
The installed snippet automatically recognizes accessible tabs and common framework tabs. It never uses visible tab text or URL fragments, and views do not count against pageview allowances. For a custom control with no tab semantics, add data-illumino-view="stable-name"; no event handler is needed.
Still stuck? Email talk@illumino.app and include your site domain.
Privacy and dataExclude your own visits
Enable self-exclusion from Account on each browser you use for site work. It affects that browser, so repeat it for another profile or device. Test tracking in a separate browser when verifying installation.
Still stuck? Email talk@illumino.app and include your site domain.
Privacy and dataWhat Illumino collects
The tracking snippet is designed without visitor cookies and does not store visitor IP addresses. Your site may use other tools or collect other information, so assess its complete data practices and legal obligations rather than treating one analytics tool as a universal consent decision.
Still stuck? Email talk@illumino.app and include your site domain.
Billing and accountCheckout, invoices, cancellation and billing recovery
Billing changes open in Stripe Checkout or the billing portal and are never completed by a failed button press. If Illumino says checkout could not open, no charge was made. Use Manage billing for invoices, payment methods, plan changes and cancellation; contact support with the account email if the portal cannot open.
Still stuck? Email talk@illumino.app and include your site domain.
Billing and accountExport or delete account data
Beacon accounts can use the read-only aggregate API for exports. Account deletion is destructive and removes sites and analytics according to the published retention terms; export anything needed first and confirm you are in the correct account.
Still stuck? Email talk@illumino.app and include your site domain.
Billing and accountTrack a staging or local site separately
Add a verified staging hostname as an environment under its production site. Keep production and staging evidence distinct so tests do not distort customer traffic or health findings.
Still stuck? Email talk@illumino.app and include your site domain.
Contact and supportWhat support covers
Illumino support covers product defects and use of documented Illumino features. It does not provide website implementation, analytics interpretation, SEO strategy, custom integrations, managed monitoring, or consulting. Support is asynchronous by email; include the account email, site domain, page URL, expected result and observed result.
Still stuck? Email talk@illumino.app and include your site domain.
Email talk@illumino.app with your site domain and question.