Heatmaps: Troubleshooting

Why a page may not show up, why it’s still “Collecting”, or why the overlay looks wrong.

A Page Isn’t Listed

  • The page hasn’t received enough sessions/clicks yet
  • Recording is disabled (or consent is denied) for most visitors
  • The page URL varies (query parameters/canonicalization) and data is split across variants

Start by verifying recordings work: Session Recordings Troubleshooting.

It Says “Collecting”

Heatmaps need 30 sessions and 50 clicks on a page before they are marked Ready; the heatmap view shows progress toward both. For recommended thresholds and interpretation guidance, see Data Quality.

Heatmaps list with Collecting pages
Pages still short of 30 sessions and 50 clicks show as Collecting in the Heatmaps list.

The Overlay Doesn’t Align

  • Theme updated after the screenshot was captured
  • Responsive layout differences (wrong device selected)
  • Dynamic content changes element positions

Refresh the screenshot and make sure you’re viewing the correct device.

If your store is password-protected

Save your storefront password under Settings → Storefront password so screenshot capture can sign in like a visitor, then refresh the screenshot. See Password-Protected Stores.