Troubleshooting for heatmaps

My heatmap doesn’t track visitors

If you added a heatmap that doesn’t track any visitors, we recommend that you verify the following cases:

  • Make sure you have the Smartlook installed on your website.
  • Make sure that the page was indeed visited by a visitor. If you don’t block your own IP address in Smartlook, you can test it by visiting it yourself, and your visit will be included in the visit counter.
  • Make sure you entered the correct URL of the page when creating the heatmap.
  • In case you’re using Smartlook on more than one website under one account, make sure that you created the heatmap for the correct website.

My heatmap is tracking visitors, but not all of them

It’s possible that Google Analytics or other analytics tools report a greater number of visits than the number depicted in your heatmaps. This can happen for several reasons, all of which are addressed in this section.

Parallax Scrolling

Smartlook doesn’t support parallax scrolling at the moment. Hence, the heatmap of a page using parallax will not be displayed correctly.