There could be a few reasons you're experiencing issues with cross-domain or subdomain tracking:
Multiple subdomains: shop.example.com, blog.example.com, checkout.example.com
Separate marketing or checkout domains: example.com → tryexample.com
Third-party pages: landing pages
Cross-Domain / Subdomain Tracking Troubleshooting Techniques
Use the same Heatmap tracking snippet code'
The tracking snippet must be installed on every domain and subdomain you want to track.
If one domain uses an older or modified version of the snippet, sessions may be split or not recorded correctly.
Install the snippet on all domains
Make sure the tracking snippet is present and published on every domain and subdomain where you expect data.
For Shopify or WordPress setups, confirm it’s added in the global <head> section so it loads on all pages.
Cross-domain cookies
When domains differ (like example.com and tryexample.com), Heatmap may need to share visitor cookies to maintain session tracking.
Contact our support team to confirm whether cross-domain cookie configuration is required for your setup.
Verify installation
Open your main site → right-click → Inspect → Network tab.
Search for requests to preprocessor, heatmap-light, or v1 and confirm they load successfully on both domains.
Navigate between your domains and ensure both pages fire the Heatmap snippet.
Still Experiencing Issues?
If you're still experiencing cross-domain or subdomain tracking issues after some initial troubleshooting, please don't hesitate to reach out to our support team to further help troubleshoot. You can contact us via chat or by emailing support@heatmap.com.