Top 5 Questions People Ask Support
Common Question #1: "I put the ViewTracker™ code in my auction
listings, but they're not tracking. I logged in and there's no (or incomplete)
auction data there. What's up?"
ANSWER: There are two things this can be. First, and most likely,
is that one or more of your auctions haven't received a visitor yet.
That's important because ViewTracker™ has no way of knowing an auction even exists until
it receives its first visitor. As soon as an auction receives 1 visitor,
ViewTracker™ will begin tracking that auction normally.
The other thing this could be is that the code has been copied
incorrectly into your auction descriptions. See Question #2 for more
details about that.
Common Question #2: "I copied the ViewTracker™ code into my
auction template, but it's all gobbledygook and the auctions aren't
tracking."
ANSWER: Some design software - notably FrontPage, and auction listing
software too - can't
tell the difference between code that's supposed to be executed (like
ours is) and text that's supposed to be displayed on the screen. So
when you copy and paste our code into some of these products, it just
treats it like regular display text.
The way you fix that is to switch the software to !HTML! or !Enter your
own HTML! mode instead of !Design! mode (or its equivalent). Our forum
has several discussions about how to enter HTML code in various design
applications. You can check that out by clicking here.
Common Question #3: "I can't log in!" or... "I can't stay logged in" or... "I can't download my stats" or... "I can't sign up!"
ANSWER: This occurs when you've got your computer's security settings
set to High and you haven't identified Sellathon.com as a "safe" zone,
or if you've got javascript or cookies disabled.
Here's what to do:
If you're using a firewall such as ZoneAlarm (or others), go to the
section where you can manually enter permissable domains, and enter
"Sellathon.com". Repeat the process with your "popup blocker" and
anti-virus software.
Also, ViewTracker™ requires JavaScript and cookies. If you have those
turned off, you won't be able to sign up for, log in to, or use ViewTracker. So go
to your internet security settings, and enable JavaScript and cookies.
That should do it.
While you're at it, if you're using spam blocking software, make sure
you set "support@ sellathon dot com" as a safe address. If you ask a question,
you want to be able to get the answer back, right?
Finally, make sure you're using an up-to-date browser and operating
system. Believe it or not, we still have an occasional customer trying
to use Netscape 4.0 or something from 1998. We've tested ViewTracker™ in all
the latest browsers, and it works perfectly fine in IE 6+, Netscape 7+ and
Mozilla Firefox 1.0. Those are all free, so you're definitely encouraged to
download them. (For security reasons if nothing else!)
Common Question #4: "There are 4 bids on my item, but ViewTracker
says there are just 3 bids." Or... "Something else has happened on my auction,
but it's not showing on ViewTracker."
ANSWER: Our servers are only sent auction data when a visitor views your auction.
What that means is this: whenever a visitor visits your auction, ViewTracker™
receives the "current status" of that auction: high bidder, number of bids,
current price, etc., etc. However, when something takes place BETWEEN visits,
like a bid or your item being added to someone's watch list, our servers have no way of
knowing that the "status" of your auction has been updated until the NEXT
visitor.
Here's an example. Let's say you're visitor #99 to an auction, and you
decide to place a bid on the item. When you're finished placing your bid, let's
say you DO NOT immediately visit that auction again, but go on to look at other
things.
When visitor #100 comes along - you or someone else - our servers will receive
the updated information: the new price, the new number of bids, the new high
bidder information, etc. But until then, ViewTracker™ has no way of know if
anything's changed.
Common Question #5: "I got a bid on my auction, but I don't see a Smiley!"
ANSWER: It's a simple misunderstanding of what the "Smiley Face" means. In the
"Who?" column of the Detailed Visitors Log, we tell you all we know about each
visitor. When you see a smiley face, it simply means "this visitor is the high
bidder to your auction." But not every person who bids on your auction returns to
your auction page immediately. In that case, you'll see your number of bids go up and
the current price go up, but you won't see the Smiley Face because the high bidder
hasn't returned to your auction yet.
Please note also that if the high bidder returns to your auction, but isn't logged
in to eBay, eBay won't know - and therefore can't tell us - that the visitor is
the high bidder either.
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At Sellathon, we take customer support VERY seriously, so we have
set up multiple ways for you to get help when you need it.
As a first step, though, we would ask that you scan the
"Top 5 Questions People Ask" list on the left. Most of the time,
if you're having a problem, it's going to be one of these 5 things.
If not, you may also obtain answers through our FAQ page, our Support Forum, or by contacting Customer Service directly. Our office hours at Sellathon are 9 am to 6 pm Pacific Time, Monday through Friday.
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Frequently Asked Questions page:
Scan our FAQ page. This contains answers to the 50 or so most
common questions we get asked. You can click here to go to that page.
(Tip - once on the FAQ page, browse the questions in the left column, and click the
question that best matches yours.)
Support Forum:
Browse or search our Support Forum. If you've got a problem, it's
undoubtedly already been asked and answered by somebody else... probably
more than once. So if you want a quick answer (especially at night or
on weekends), this is a great place to start. Click here to browse our
forum, or click here to do a search. (If you search, the default setting
for "Maximum age since last post" is 7 days. You'll get more results
if you change this to, say, 500.) Also, our users are very knowledgeable and helpful, so
feel free to post a question. You'll usually get a fast, helpful answer.
Submit A Support Request:
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