If you're encountering issues with Heatmap.com tracking, this guide outlines common causes and solutions. For persistent issues, contact us at support@heatmap.com.
A majority of issues reported are due to inaccurate script installation. To ensure that your scripts are installed correctly, reference our Installation Guides.
No Revenue Data in Heatmaps
If revenue data is not recording, it's likely that your main tracking snippet is working, but the heatmap pixel for revenue tracking is not active.
Verify Snippet Installation: In your Settings Portal, check to see if the snippet is installed correctly. (Go to Settings > Snippets > Click on "Verify My Snippet")
Verify Event Tracking: Ensure that purchase events are correctly firing in your analytics setup.
Check Revenue Attribution: Confirm that revenue is being assigned per element based on user interactions.
Inspect JavaScript Errors: Go to the order confirmation page and open your browser’s developer tools (press F12, then click "Console"). Look for any error messages that might be preventing data from being captured from the Heatmap script. In some cases, other scripts on the checkout or confirmation page can conflict with the Heatmap script and prevent it from loading properly.
Clear Cache & Complete a Test Order: Make a test purchase after clearing cache and verify if revenue data is being captured.
No Clicks on Heatmaps
Verify Snippet Installation: In your Settings Portal, check to see if the snippet is installed correctly. (Go to Settings > Snippets > Click on "Verify My Snippet")
Check Element Visibility: Hidden or dynamically loaded elements may not register clicks.
Inspect Clickable Areas: If elements have overlays or JavaScript handlers, clicks may not be recorded.
Test on Different Devices/Browsers: Some interactions may behave differently depending on the setup.
Page Not Being Tracked
Ensure Heatmap Snippet is Installed: Verify that the tracking code is correctly placed in the <head> section. You can also visit your Settings Portal to check to see if the snippet is installed correctly. (Go to Settings > Snippets > Click on "Verify My Snippet")
Note: If you are using a 3rd party page builder, you will need to install the Heatmap script separately on that page. Reference our installation guide here.
Check URL Matching Rules: Confirm that the page URL follows the expected structure.
Look for JavaScript Errors: Open your browser’s developer tools (press F12, then click "Console"). Look for any error messages that might be preventing data from being captured from the Heatmap script.
Validate with a Test Visit: Open the page in an incognito window and see if it registers in the analytics dashboard.
Subdomains Not Tracking
Confirm Cross-Domain Tracking is Enabled: Heatmap.com settings should allow subdomain tracking.
Check Cookie Settings: Ensure cookies are set with the proper domain scope (e.g., .yourdomain.com instead of www.yourdomain.com).
Verify Script Installation: The tracking snippet must be installed separately on subdomains.
Installing Header Snippet on a Subdomain
Manually Add the Script: Copy and paste the Heatmap.com tracking snippet into the <head> section of the subdomain.
Use a Tag Manager: If applicable, deploy the snippet via Google Tag Manager with a rule targeting the subdomain.
Ensure Proper Permissions: Some CMS platforms require additional permissions to modify header code.
Test with Real-Time Tracking: Visit the subdomain and check if Heatmap.com registers activity.
Need Help?
If you have questions or run into any issues while using Heatmap, our support team is here to help. Contact us anytime at Support@heatmap.com.