Why is my Funnel not showing enough data or shows a 100% drop off in a place that doesn’t make sense?
Check the following things:
Have you just made changes to your Funnel?
Any edits to your Funnel, including name change, once it is set up will cause the Funnel to regenerate. Hotjar will only use data from the last 90 days when regenerating the Funnel.
Is the code installed on every step of the Funnel?
The Hotjar tracking code must be installed on every page you wish to track. You can verify the installation by using our quick guide here.
Is the page for each step properly targeted?
This is the most common for no sessions reported or a sudden 100% drop-off. See our page targeting guide for an explanation of the different page targeting types and examples. A common issue is using Exact Match for a page that starts with http but redirects to https.
You may have entered an optional step.
Hotjar Funnels are designed to only show data for visitors that start their session on step 1 and visit ALL subsequent steps, even if there are other pages in between. See how Funnels work here.
We are sampling your data.
In the majority of cases, Hotjar is able to record each and every page view and use that data to build your Funnels. However, if your site has very high traffic levels, Hotjar will automatically use a sample of your traffic to generate your Funnel. You will see a notice if your Funnel data is being sampled. Learn more about how sampling works in Hotjar here.
We may not have updated your Funnel data yet.
Once a Funnel has been set up, Hotjar will automatically update your Funnel data once every hour. Learn more.
Is the step the Shopify checkout page or another third-party payment gateway that doesn’t allow the Hotjar tracking code?
Unfortunately, the reason you cannot track checkout.shopify.com is that Shopify does not allow any third-party JavaScript on their checkout pages, so our script cannot load there. Thus we're not able to collect any data from the checkout process.
There is still a possibility to track conversions within a Funnel using the Shopify Order Confirmation page as the last step.
To use Hotjar in your storefront you can follow the instructions here.
If you are using a different third-party payment gateway, contact them to confirm that you are able to add third-party JavaScript to their checkout process.