WP-Matomo not tracking all user IDs visiting my website

[Porro70]

I have been using Matomo for a little over a month now. I have the javascript tracking code on the header for my site, so it is active on all pages of my site. We host virtual events, mostly educational, so our clients want to be able to track who goes on each page, so they can track the traffic for educational credits. We use member press to create the User IDs, and have the User ID tracking enabled and set to email address in the WP-Matomo plugin.

I typically do two different custom reports for each event, one that tells me the total amount of unique user IDs visit each page on our site, and one that gives me a list of all the User IDs that visited each site.

I have noticed that the report that lists User IDs is typically missing a lot of email addresses. For example, we did an event two days ago where the total number of Unique User IDs to visit a page was 487, but the report for the actual User IDs listed 389 Unique Users IDs as "Others" and then listed 99 email addresses.

I'm not sure if those 389 that didn't get tracked have security settings enabled that blocked their User ID from coming up in our report, or if they don't have Javascript enabled. Should we have the setting selected to track users who don't have Javascript enabled.

I contacted Matomo support, I shared my set up on the plug in end, and my tracking settings that we set up with Javascript tracking. He told me I shouldn't even need to do Javascript tracking, as long as we have it set up correctly in the Plugin settings page.

Ultimately I just want to be able to track every user who goes to each page of my site, Custom Reports seems to be a good option for me to do so in an efficient manner, but many of the email addresses are missing from the report, and I need to resolve that.

[karan-t]

Hey, @Porro70 was this solved? We are facing a similar issue on our side.

[braekling]

I tested this several times, all user ID tracking options work on my own system.

Do you have some more details about your system? E.g., are you using a caching plugin which may cause that not all users get their "individual" tracking code?

Did you also check your tracking code? Is the user ID included as expected?

Of course, if users reject tracking or are using blockers, their user ID also can't be tracked. If you combine IMG tracking with blocked JS tracking, this may lead to a counted user but no further details.