How long does it take between a user's visit and when their profile shows up?
When a visitor is identified on your website, their profile will appear almost instantly on the dashboard and in your Slack notifications, typically within a few seconds to allow for data processing and transmission.
What information do you collect from my website?
The information collected from a visitor on your website is: IP address, user agent, current page URL, referring page URL, and the timestamp of their visit.
RB2B's tracking script is minimally invasive and only collects this basic data from the visitor's activity. No other information is required from the user or your website.
Do you provide the visitor's IP address?
Although the visitor's IP address is used to determine their geolocation, we do not record it and therefore do not provide it in our data payload. We do not have plans to include that information for the foreseeable future.
Additionally, an IP address is an unreliable means of identifying a user for several reasons:
Shared IP Addresses: Many users can share a single IP address, particularly in environments like public Wi-Fi networks, office networks, or ISPs using Network Address Translation (NAT).
Dynamic IP Addresses: ISPs often assign dynamic IP addresses, meaning the same user might have different IP addresses over time.
Proxy Servers and VPNs: Users can mask their actual IP address, making it appear as though they are accessing the internet from a different location.
Mobile Networks: Mobile devices often change IP addresses as they move between networks, making consistent tracking difficult.
IPv4 Limitations: With the exhaustion of IPv4 addresses, multiple users frequently share a single public IP address via Carrier-Grade NAT (CGNAT).
Geolocation Inaccuracy: IP-based geolocation can sometimes be outdated or incorrect.
How does RB2B determine the location shown for a lead or visitor?
RB2B uses the visitor's IP address at the time of website access to determine their location. This reflects their physical location at the time of the visit, which may differ from their company's registered or headquarters address.
The system does not reference the company's headquarters or registered address. This means leads from the same company may appear to originate from different locations, particularly for remote workers or users on decentralised networks.
Why doesn't the location match the company's known headquarters?
RB2B identifies where the individual accessed your website from, not where their company is based.
What determines the reported city or region?
The reported location is based on the IP address's geolocation data at the time of the visit.
Do you track time on page, session length, or visit duration?
No, RB2B does not track time on page, session length, or visit duration. However, overall visit duration can be estimated by comparing the timestamp of a visitor's first page view with the timestamp of their last page view on a given day.
How can I access visitor email addresses, and are there any restrictions?
Email address visibility depends on your plan:
Starter Plan: Visitor email addresses are not included in dashboard data or notifications.
Pro and Pro+ Plans: Email addresses are visible in Slack notifications and the RB2B dashboard.
If you are on the Starter plan and need access to email addresses, you will need to upgrade to Pro or Pro+.
I installed the script and visited my website. Why am I not seeing myself in the collected data?
In cases where a user's device has not been previously cookied by RB2B's publisher network, the ability to identify that user is significantly reduced. Without these cookies, RB2B does not have sufficient information to confidently confirm the user's identity and therefore does not collect data from that device.
This is intentional. RB2B only collects data when reliable identification is possible, maintaining the accuracy and integrity of the data provided. The effectiveness of RB2B's visitor identification is closely tied to the presence of network cookies on the visitor's device.
I got a notification about a profile at the same time as I visited my website but the profile wasn't me — what happened?
Coincidence, really. Another person was on your website at the same time as you and their profile was collected and transmitted.
If your own profile wasn't collected, see the question above for an explanation of why that happens.
Why am I seeing company-level visitor profiles but not person-level profiles?
If you're only receiving company-level profiles, it's likely that your website's content security policies (CSPs) are blocking one or more of RB2B's required dependencies. These dependencies are essential for person-level identification but are not needed for company-level data.
To resolve this, contact our support team to get the latest recommended CSP rules. Updating your CSP to allow these dependencies should restore person-level visitor identification.
Why do company-level profile results from RB2B and third-party platforms often differ?
Discrepancies between RB2B and third-party platforms are common and expected. The main causes are:
Different data sources: Each platform relies on its own data pool and identification methods, so results will not perfectly overlap.
Varying identification techniques: RB2B may prioritize different identifiers than a third-party platform, leading to different results from the same traffic.
Integration configuration: If RB2B is configured to share only person-level profiles, the data will not align with platforms that process company-level profiles exclusively.
Timezone differences: RB2B CSV exports use UTC day boundaries while dashboards may reflect local timezone settings, which can cause profiles to appear on different days across systems.
To improve alignment: ensure company-level profile sharing is enabled in your RB2B integration settings, align timezone settings across platforms, and use discrepancies as a cross-validation tool rather than expecting identical results.
Why am I seeing duplicate profiles?
Duplicate profiles — where the same user appears as a net-new visitor instead of a repeat visitor — are most commonly caused by the visitor using a VPN or proxy during their visit.
RB2B's engineering team has identified this as the primary source of duplicate records and has taken measures to reduce their occurrence.
Can I add my own data to information collected by RB2B's tracking script?
No. RB2B's system does not currently support adding custom or user-defined data to the information collected from website visitors. This policy helps ensure all data handling complies with security standards and privacy regulations.
Can I delete the profile of an identified visitor?
RB2B does not allow users to delete profiles of identified visitors from the database. If the visitor themselves wishes to be removed from RB2B's database entirely, they should refer to the opt-out article for more information.
If a user opts out of RB2B's database, what happens to their data?
If a user previously identified in RB2B's system decides to opt out, their profile information will be deleted from the RB2B dashboard.
Please note that RB2B cannot remove information already shared with third parties such as Slack, Apollo, or Clay, nor can it delete data that has been saved externally by RB2B users. RB2B can only remove information currently stored within its own ecosystem.
Now that a visitor has been identified, who owns their profile data?
RB2B licenses output data to clients on a non-exclusive basis. Per Section 5.1 of RB2B's Terms and Conditions, all rights, title, and interest in the service and output data are owned by RB2B. Clients may not use output data to create derivative works or products, and may not resell or re-license the data in any form.
Who owns the output data provided by RB2B?
RB2B licenses data from its database to clients on a non-exclusive basis, meaning you can use the data alongside other RB2B clients. All rights, title, and interest in the service and output data are owned by RB2B. Clients may not use output data to create derivative works or products, and may not resell or re-license the data in any form.
For full details, refer to Section 5.1 of RB2B's Terms and Conditions.