Lost Jetpack Subscribers and Stats in Migration

  • Resolved ltyrer

    (@ltyrer)


    2 weeks ago

    Hello, I have a client that recently transferred their website (https://civiclaboratory.nl) from WordPress.com hosting to our own hosting using a fresh install of WordPress from www.remarpro.com. This included transferring their domain from WordPress.com’s registration to another registrar. However, they had many subscribers (2000+) and site analytics are critical for them, so they wanted to keep utilizing the free tier of Jetpack to manage those things. In the process, though, Jetpack has lost their subscribers and site stats, and disconnecting/reconnecting Jetpack via their WordPress.com account has not restored them.

    I have seen elsewhere about the concept of the identity crisis when Jetpack assigns a new blog ID to a site that experiences changes similar to this, and am wondering if that’s the issue here. Is there anything that can be done to restore my client’s subscribers and site stats? Even checking their “My Jetpack” page seems to show that they’ve lost all of this data, so it doesn’t seem like we’re able to just manually transfer it over.

    Any help is appreciated!

    • This topic was modified 2 weeks ago by ltyrer.
Viewing 7 replies - 1 through 7 (of 7 total)
  • Plugin Support Bruce (a11n)

    (@bruceallen)

    Happiness Engineer

    Hi @ltyrer

    We’ve merged the stats from the old site to the new site. As far as the subscribers, we moved the following:

    • WP.com Subscribers: 227
    • EMail Subscribers: 219

    Obviously that is less than 2000, the rest were likely Social Media followers, and reconnecting their social media accounts should make that number whole again.

    Thread Starter ltyrer

    (@ltyrer)

    Thank you! I will get my client to reconnect their account and verify they are seeing everything is in place. Do you have a way of verifying how many subscribers they had historically, such as in September 2024? Is there any way subscribers could have been permanently deleted somehow in the process of migrating the site? I mostly want to make sure there wasn’t anything I did that caused irreparable damage to their Jetpack data.

    Thank you!

    Thread Starter ltyrer

    (@ltyrer)

    Another question I have: how can I avoid these disconnection and lost data issues with Jetpack in the future when I migrate a site away from WordPress.com hosting? There are a couple other sites utilizing Jetpack that I will need to migrate and I’m just wondering if I’m supposed to deactivate Jetpack first or something before I make any changes.

    Thank you!

    Plugin Support Bruce (a11n)

    (@bruceallen)

    Happiness Engineer

    Hi @ltyrer

    We don’t have a way to retrieve historical subscriber numbers, such as from September 2024. However, it’s unlikely that subscribers were permanently deleted during the migration process. Typically, the main issue in cases like this is that Jetpack assigns a new site ID when major changes occur, like moving to a new host or domain. This can cause stats and subscribers to appear missing until they are manually transferred, as we’ve done here.

    For future migrations, I recommend following Jetpack’s guidance on staging mode, which helps prevent issues with site stats and subscribers. You can find more details here:
    Jetpack Staging Sites Guide

    Before migrating, it’s a good idea to:

    • Disconnect Jetpack before making major changes (such as moving hosts or changing domains).
    • Ensure the site’s Jetpack connection is fully re-established after the move.

    Let us know if you need further clarification or assistance with your upcoming site migrations!

    Plugin Contributor Stef (a11n)

    (@erania-pinnera)

    Hi there, @ltyrer,

    Do you have updates about that, do you still need help? We usually close inactive threads after one week of no movement, but we want to make sure we’re all set before marking it as solved. Thanks!

    Thread Starter ltyrer

    (@ltyrer)

    Hello, thank you very much for your help! I believe I’m all set now, and I’ll reach out again if I need any further support!

    Plugin Contributor Stef (a11n)

    (@erania-pinnera)

    Hi there, @ltyrer,

    Thanks for following up, that’s brilliant news to hear!

    I’m going to mark this thread as solved. If you have any further questions or need more help, you’re welcome to open another thread here. Cheers!

Viewing 7 replies - 1 through 7 (of 7 total)
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