This guide is meant for users comfortable with technical troubleshooting
You will need to be familiar with browser Developer tools. If you aren't comfortable with these tools, check out our guide on How to Verify Hotjar is Installed.
To verify that the Hotjar Tracking Code is installed correctly, you can check whether or not Hotjar requests are visible on your site. These requests are initiated once the Hotjar Tracking Code is correctly installed and are necessary for Hotjar to collect data.
This guide covers using the browsers Google Chrome and Firefox.
Using Google Chrome
Open Chrome DevTools.
Select the Network tab.
Type 'hotjar' in the Filter field to ensure that only Hotjar's requests are shown.
Visit your website's URL or refresh the page if you are already there.
Once the page is loaded you should see requests that appear similar to below. You will see your unique Site ID among the requests:
Once you have followed these steps if:
- you do not see any requests, then the Hotjar Tracking Code has not been installed correctly.
- you see more than one site ID in your developer window, then you have multiple Tracking Codes installed.
More information on how to fix these issues can be found in the Troubleshooting Steps below.
Using Firefox
Click Tools > Web Developer > Network from the Menu Bar.
Type 'hotjar' in the search field at the bottom of the developer window.
Visit your website's URL or refresh the page if you are already there.
Once you have followed these steps if:
- you do not see any requests, then the Hotjar Tracking Code has not been installed correctly.
- you see more than one site ID in your developer window, then you have multiple Tracking Codes installed.
More information on how to fix these issues can be found in the Troubleshooting Steps below.
Troubleshooting Steps
Once you followed the steps above for troubleshooting, find out how to fix the issues below.
What to do if you don't see any requests?
If you don't see any requests, this means that the Hotjar tracking code was not successfully installed. To fix this, follow the instructions on How to Install your Hotjar Tracking Code.
Some text editors will change the Tracking Code
If you paste the Tracking Code into a text editor first, some programs will alter the syntax of the Tracking Code slightly. This will result in a failed installation.
To avoid this issue, we recommend that you copy the Tracking Code directly from within your Site Dashboard or in the Sites & Organizations page by clicking on the 'Tracking Code' button next to the site URL.
What to do if you see more than one Site ID?
Here is an example of two Tracking Codes showing in the developer window, which will cause errors:
If you see more than one Site ID in the developer window, this means that more than one Hotjar Tracking Code is installed. This will cause issues with tracking. To fix this, you will want to remove all Tracking Codes you have installed.
You can get the correct Tracking Code for your site in the Sites & Organizations page by clicking on the 'Tracking Code' button next to the site URL. Then, re-install the correct Hotjar Tracking Code.
Still having a hard time getting your Tracking Code to work?
You can reach out to our support team so we can help you!