Session Recordings: Troubleshooting

Fix the most common reasons recordings don’t appear or look incomplete.

No Sessions Are Appearing

  1. Confirm the app embed is on and saved: Settings → App embeds shows a badge for Recording, A/B testing and Surveys, and one that’s off reads “Recording off”
  2. Check consent: if a shopper hasn’t allowed analytics, recording doesn’t start
  3. Check sampling: the Free plan records 1 in 10 visitors and Starter 1 in 2
  4. Try an incognito session and wait a few minutes, then refresh the Recordings list

If you are unsure whether sampling applies, see Sampling & Retention.

Settings, App embeds
Settings → App embeds shows whether each embed is on in your live theme, with Check again and Open theme editor.

Recordings Look “Empty” or Too Short

  • Some sessions end quickly (bounce), especially on landing pages
  • Ad blockers or privacy extensions may block network requests
  • Visitors can close the tab before data is flushed

Recordings Show *** Instead of Text

That’s by design. Everything shoppers type is hidden, and other page text shows as *** so personal details don’t end up in recordings. Product names, prices, headings, menus, buttons, breadcrumbs and size/colour options stay readable. If your theme uses its own markup for text that is safe to show, your developer can add the zolvio-unmask class to it. See Privacy & Consent.

A replay where the description text shows as asterisks
In this replay the product name, price, buttons and links are readable, while the description text shows as ***.

If checkout/account pages are recorded

Recording should exclude sensitive pages. If you see checkout-like pages recorded, disable recording immediately and contact support to review your theme configuration.

Need Help?

If you’ve confirmed setup and consent and still can’t record sessions, contact support with:

  • Your shop domain
  • The time of a test session you performed
  • Whether you used a custom domain