You might find that, when opening a Live Heatmap, it opens your live site but without the heatmap overlay. Here are a few things to check while troubleshooting.

Is Mouseflow installed?

Double-check that you have installed Mouseflow on the page where you are trying to view the live heatmap. You may have installed Mouseflow once and have since removed it, or you may not have Mouseflow running on the page for all visitors.

Is Recording enabled?

In order to view the Live Heatmaps, you must have recording/tracking enabled from your website dashboard.

You should see from the dashboard that the website status is "Recording" and the record button is highlighted in red.

Is Mouseflow is blocked on the page?

You may have blocked Mouseflow from running on the page for yourself using one of the following methods.

  • Privacy mode is enabled in your browser

  • Adblocking extensions are installed

  • Mouseflow does not run on the website for internal users

Did this answer your question?