From Friday July 1, 2022 we're moving accounts that were created before April 20, 2022 to our updated pricing model.
Under the updated pricing model, we've grouped Surveys and Feedback into a separate product called Ask that’s priced based on the number of responses you want to collect across Surveys and Feedback. Heatmaps and Recordings will be grouped into a separate product called Observe and will still be priced based on the number of daily sessions.
Both products, Observe and Ask, will have the Basic (free), Plus, Business, and Scale plans available, and the selected plan can be different for each product.
See the Updating our pricing model blog post for all the details on this update.
Broken, incorrect, or incomplete screenshots
- The Heatmap does not appear correctly, can I retake the screenshot?
- Why is my Heatmap missing images or sections of content?
- Why does the Heatmap screenshot of my desktop site have mobile elements in it?
- Why Does User Scrolling Appear Stuck?
- Why does my Heatmap look distorted and loads text without CSS?
- Why does my Heatmap screenshot look cut off/the wrong size?
Data collection and missing data
- Why can’t I see Heatmap reports for some of my pages?
- Will I be able to see Heatmaps for all pages across my site?
- What is the retention period for Continuous Heatmaps data?
- Does the "Showing x sessions" count in Continuous Heatmaps refer to all sessions that visited the Heatmap page, or only sessions where the Heatmap collected data?
- Can mobile Heatmaps detect swipes, pinches, or press-and-drag actions?
- What if my Heatmap isn't tracking any users?
- What if my Heatmap is tracking users, but not all of them?
- Why does my Heatmap data seem to be skewed by a large percentage of click/scroll data in an unexpected area?
- Why aren't clicks being recorded?
- How can I download a Continuous Heatmap?
- What happens to my Heatmap data if I delete Recordings?
- How do I compare Heatmap data before and after a design change or product release?
- Is my Scroll Heatmap accurate if my page varies in length?
Continuous Heatmaps may not show a complete screenshot on pages with slow-loading content
Continuous Heatmaps is an evolving feature. The current screenshot technique being used may have difficulty capturing a complete screenshot from pages that have dynamic or slow-loading content, or content that is revealed as the user scrolls down the page. As we work to address this issue, you can try retaking the screenshot.
The Heatmap does not appear correctly, can I retake the screenshot?
Screenshots are taken from the last Recording found in the date range you've selected. You can refresh this screenshot or find the screenshot you want from the recording used to generate the original screenshot. For help with this, see our How to Update a Heatmap Screenshot article.
Why can’t I see Heatmap reports for some of my pages?
Continuous Heatmaps are based on sessions, which means you need to have captured Recordings on pages that you want to view a Continuous Heatmap.
Here are some things you can check if you do not see a Heatmap:
- If using Single page with "Exact Match", make sure you enter the URL exactly as it appears in the browser, which may include a trailing backslash, or protocol (HTTPS or HTTP).
- If you’re not seeing any results on desktop, check the tablet and mobile tab.
- If no data is being returned for your Heatmap, check to see if you have any Recordings for the URL you want to view. If you have no Recordings, this means that there is no Heatmap data for this URL.
Why is my Heatmap missing images or sections of content?
Continuous Heatmaps capture a screenshot from a Recording. If your page contains images or other content that is revealed dynamically or as a user scrolls down the page, Hotjar may not be able to capture this content in the Heatmap screenshot.
Our team is exploring ways to better capture dynamic and slow-loading content. If you'd like to learn more about the direction we're headed with Continuous Heatmaps, check out our Product Roadmap.
Will I be able to see Heatmaps for all pages across my site?
You will be able to view Heatmaps for all pages that have the Hotjar Tracking Code installed. If you do not see a Heatmap report for a certain URL, please refer to the checks that we mention in the first FAQ on this page: 'Why can’t I see Heatmap reports for some of my pages?'.
It is also possible that Hotjar is not tracking all pages across your site due to the session targeting and tracking settings that are applied. You can check your Site settings to verify that Hotjar is tracking all pages.
What is the retention period for Continuous Heatmaps data?
Continuous Heatmaps have a retention period 365 days starting from the date of capture. Learn more about our data retention periods in our article on How long does Hotjar keep my data?
How can I download a Continuous Heatmap?
How to download a Heatmap as an image
While viewing your heatmap, click on the download icon and select Download JPG. This will download a JPG image file of your heatmap.
How to download Heatmap data as a CSV file
While viewing your heatmap, click on the download icon and select Download CSV. This will download a CSV file of your heatmap's data that includes: the Element CSS selector, Total # of clicks, Visible in image, and percentage of total.
What happens to my Heatmap data if I delete Recordings?
If you delete a Recording, then any associated Heatmap data will be deleted.
Continuous Heatmaps are based on sessions (Recordings). During a single session, a user may have visited multiple pages across the site. For example, you may see a Recording where the user visitied one page, five pages or ten pages during the same session.
How do I compare Heatmap data before and after a design change or product release?
The Custom Date Range feature allows you to view Continuous Heatmap data for a date range that you specify. This is useful if you want to compare Heatmap data before and after a design change, a product update, or a marketing campaign.
In the above screenshot, a Continuous Heatmap report is showing data that was captured between June 1st and June 8th.
To explain how this works, Hotjar will show you a cached screenshot from within the date range you select. If there isn't a cached screenshot from that date range, Hotjar will generate one from the latest date that has an available Recording.
You can also generate your own screenshot using the “Get Latest Screenshot” button.
Why does my heatmap look distorted and loads text without CSS?
Hotjar servers need access to the assets on your site to generate Heatmap screenshots successfully. When the CSS looks broken, this typically means our servers have difficulty fetching some of the CSS files from your server.
There are a number of things which could cause this. Here are the known reasons why sites may block Hotjar from accessing CSS:
- Blocking access based on geolocation, or your site only allows certain IPs to access assets
- Blocking based on domain/referrer
- Blocking based on lack of cookie/sessionStorage
Solution: Referrer and IP blocking based issues can be addressed by:
- Allowing the IP addresses listed in Hotjar IPs.
- Allowing the domain/referrer http://local.hotjar.com
Does the "Showing x sessions" count in Continuous Heatmaps refer to all sessions that visited the Heatmap page, or only sessions where the Heatmap collected data?
Since Continuous Heatmaps are session-based, the "Showing x sessions" count will include all tracked sessions where the user visited the Continuous Heatmap target page, even if that user did not interact with elements on the page itself. (ie. if they landed on the page, but left without scrolling or clicking on anything)
This means that a Continuous Heatmap may display "Showing 1000 sessions", even if only 800 sessions contributed click/move/scroll data to the page you're viewing in your Continuous Heatmap screenshot.