Plans, visitor quota and pausing
Personizely plans are priced by monthly visitors: the number of unique visitors across all websites in your account during the current quota period. Page views, campaigns and widgets aren't limited. When the quota is used up, all widgets and campaigns stop until the period resets or you upgrade. Pause tracking stops one website on purpose, without using quota.
What counts as a visitor
A visitor is one browser that Personizely recognized on your site at least once during the quota period:
- Unique per period. A visitor who comes back ten times in the same period counts once.
- Summed across websites. The total is the sum of all websites in the account. A shopper who visits two of your websites counts twice.
- Per browser, not per person. The same person on their phone and laptop counts twice. A visitor who clears their cookies, or whose cookie expired, counts again. See Cookies and consent.
- Page views aren't metered. Neither are widget views, campaign views or events.
What doesn't count
- Filtered traffic. Visitors excluded by your rules in Settings → Security, including bot and abuser filtering, aren't counted. See Traffic filtering and bots.
- Bots and crawlers. Known bots and crawlers are recognized automatically; Personizely doesn't run for them.
- Paused websites. Nothing is counted on a website while Pause tracking is on.
- Sessions with ?ply_disable=1. Personizely doesn't load, so nothing is counted.
The quota period
- Monthly plans: the period runs from your billing date to the next renewal.
- Yearly plans: the quota still resets every month, starting from the day your billing term began.
Account → Subscription → Quota shows the visitors remaining out of those included, and the current period's dates. The count is updated periodically during the day, not in real time.
When you reach the quota
- At 90%, the account owner receives a "Quota Warning - 90% Reached" email, and the quota bar in Account → Subscription turns to a warning color.
- Above 100%, the owner receives a "Quota Exceeded" email, and every widget and campaign on every website in the account stops. Visitors see your original site. New visitors aren't tracked, so reports have a gap for that time. On Shopify, orders from visitors who were already tracked are still attributed.
- Everything restarts automatically when you upgrade to a plan with a higher visitor limit, or when the next quota period begins.
A stopped quota also stops running A/B tests. Visitors keep their assigned variation in their browser and see it again when Personizely restarts, but results for the stopped days are missing. If you're close to the limit during an important test, upgrade before you reach it.
To upgrade, go to Account → Subscription → Change plan (owners and admins). Subaccounts of an agency ask their agency, which assigns their plan. See Agencies, white label and subaccounts.
Pause tracking
Settings → Tracking → Pause tracking temporarily stops Personizely on one website: "Temporarily disable all tracking and widgets/campaigns for this website. Your quota will not be consumed while paused."
While paused:
- No campaigns or widgets run; visitors see your original site.
- No visits, events or goals are tracked for that website, and new visitors aren't tracked. On Shopify, orders from visitors who were already tracked are still attributed.
- No visitors are counted toward your quota.
- The Dashboard's Snippet card shows "Tracking is paused", with Resume to turn it back on. See Dashboard.
- Your setup is kept: campaigns, widgets, settings, data and the install code stay as they are. You don't need to remove the code from your site.
To resume, untick Pause tracking and click Save, or click Resume on the Dashboard. Other websites in the account aren't affected.
Use it when you're rebuilding your store, running a sale you don't want in your test data, or saving quota on a website you're not using right now.
Account status
Widgets and campaigns also stop when the subscription isn't active, for example after it's cancelled and the paid period has ended, or when a Shopify or Wix charge hasn't been approved. Reactivate or choose a plan in Account → Subscription. During the free trial, every feature is available and the visitor quota isn't enforced.
Plan features
Plans differ in their visitor limit, their number of websites and some features. Accounts billed through Shopify are limited to one website per account. Advanced analytics filters and profit analytics are on the Premium plan. Features not included in your plan are marked Upgrade in the app. The number of campaigns and widgets you can create isn't limited on any plan.
Behavior details and limitations
- The limit is per account. You can't give one website its own quota. Use filtering or Pause tracking to control which websites use it.
- Restarting isn't instant for visitors already on a page. After an upgrade or reset, visitors get Personizely again on their next page load.
- Filtering and pausing aren't retroactive. Visitors already counted this period stay counted.
- Gaps aren't backfilled. Visits and events from the time a website was paused or over quota are never recorded (Shopify orders from already-tracked visitors are the exception), so they can't be added to reports later.
Troubleshooting
- Everything stopped on all websites at once → the quota is used up or the subscription isn't active. Check Account → Subscription.
- Only one website stopped → Pause tracking is on for it. Check Settings → Tracking or the Dashboard.
- Console shows "Personizely will not run because the license is paused" → one of the two cases above. See Verify and troubleshoot your installation.
- Visitor count higher than your analytics tool → Personizely counts every browser across all your websites in the period, including visitors your analytics tool may not track because of its own consent or sampling rules. Exclude unwanted traffic in Settings → Security.