Support
Stuck on something? We'll help.
Pick the closest topic for a quick answer, chat with us, or write to us below. A person reads every message.
Getting started
Installing the tracking code
Paste the snippet from your Skydive settings into your site, just before the closing head tag. Open your site in a new window and a bubble should appear on the dashboard within a minute.
Show the install steps
Skydive needs its tracking code on your site before it can collect anything. Your unique code is on the Install Tracking Code page, shown right after you create your account and available from your Settings at any time.
- Compatibility check. Make sure your website platform accepts external JavaScript code before you start.
- Copy the code. Find your unique tracking code on the Install Tracking Code page and copy it with the button or by selecting it.
- Paste it in the head tag. Insert the code inside the
<head>section of your site's HTML, just before the closing tag. - Keep the tab open. Leave the Skydive tab open. You will come back to it to check the installation.
- Verify the installation. Return to Skydive and click the green "VERIFY MY CODE IS INSTALLED" button. Skydive tests the connection for you.
- Confirm. When verification succeeds, confirm the pop-up to open your dashboard.
Important: while it is verifying, do not close the tab or leave the page. The check needs a steady connection to finish.
Still no bubble? We will do it with you. It usually takes under five minutes.
Plans
Picking or changing a plan
Your allowance and usage are always under Settings. Not sure which plan fits your traffic? Tell us roughly how many visits you get and we will look at your actual page views with you.
Billing
A charge or an invoice
The amount and the renewal date are under Settings, then Billing. If a charge looks wrong, send us the date and the last four digits of the card and we will look it up.
Billing
A payment failed
A reissued or expired card is the usual cause. Update the card under Settings, then Billing. If the card is fine and it still fails, tell us and we will sort it out with you.
Your account
Cancelling or changing your mind
You can cancel under Settings, then Billing. If Skydive was not what you expected, we want to hear what was missing.
Security
An email you did not expect
If you received a sign-in, password or account email you did not ask for, do not use its link. Write to us right away and we will check the account.
Live chat
Chat with us
Ask a question and get an answer while you are on the page. Best for install help.
When nobody is online, leave a message and we reply by email within one business day.
Ideas
Request a feature
Tell us what you wish Skydive did, and what you would use it for. A person reads every idea.
Something broken
Report a bug
Tell us what you did and what you saw instead. The page you were on and your browser help us find it faster.
Write to us
We reply by email. For install help, include your site address and we will start there.
Prefer your own mail app?
admin@theskydiveapp.comWe reply within one business day.
Something not loading? Check the live status page to see whether it is us or your connection.