Why are some pages on my site not being tracked?
Heatmap.com automatically excludes certain types of pages from tracking by default. This is intentional — not a bug or misconfiguration. The pages excluded fall into two main categories: password-protected pages and highly dynamic pages.
Which pages are excluded by default?
1. Account and login pages (e.g., /account/*)
These pages are password-protected. Because Heatmap.com cannot authenticate past a login wall, we're unable to access or track these pages reliably. Additionally, the content within account pages is dynamic — it changes based on the logged-in user — which makes aggregate heatmap data inaccurate and unhelpful.
2. Cart pages
Cart content is dynamic by nature: it changes every time a user adds or removes a product. Tracking a dynamic cart would produce unreliable heatmap data, so cart pages are excluded by default. This is the same logic applied to account pages.
3. Tools/recurring subscription pages (e.g., /tools/recurring/*)
Any pages under the tools/recurring URL path are excluded. These pages typically display subscription management content that is dynamic and user-specific — similar to cart and account pages. Pages associated with recurring subscription tools are also excluded for the same reason.
Why does dynamic content cause tracking issues?
Heatmap data is most accurate when the page layout and content are consistent across sessions. When content changes based on the user (like a cart, an account dashboard, or a subscription management page), heatmap clicks and scroll data can't be meaningfully aggregated — different users are seeing completely different content in the same spot.
Can these exclusions be changed?
In most cases, no — these exclusions exist because of fundamental technical limitations (authentication walls, dynamic rendering). If you believe a specific page is being excluded incorrectly, reach out to the support team and we can review it with you.
What if I need to track behavior near these excluded pages?
Consider tracking the pages immediately before and after the excluded section. For example:
Track your product pages and collection pages leading into the cart
Use funnel analysis to see where users drop off before or after excluded steps
Still have questions?
If you're unsure whether a specific page on your site is being tracked or excluded, contact our support team and we'll take a look at your setup.