Unexpected Results

User and Session IDs aren’t showing up correctly when I import CSVs into Excel, how do I fix this?

When importing CSVs into Excel, excel automatically converts BIGINTS into scientific notation. This results in your user and session IDs…

Why do I see referrers from my own domain in Heap?

There are a few reasons why you may see referrers from your own domain in Heap: The Session has timed…

Why do values in my analysis change when I change the date range?

When graphing average time between and conversion rate, you may notice the values change when you update the date range,…

I see users in the Users View with no events. What causes this?

This means that the user record was created by either a server-side Add User Properties API call or by one of our…

Why is the count in my funnel different from the count in my graph?

In Heap, a graph and a funnel are measuring two different things. While a graph is measuring an event count, a…

Why is the count in my funnel different from the count unique in my graph when grouped by something?

Just as how graphs and funnels count things differently, they also group results differently because they are measuring different things.…

Why are some iPad sessions showing up as desktop sessions in Heap?

Because iPad browsing is becoming more similar to web, Safari version 13.0 and above uses a ‘Desktop-class’ experience by default,…

I’m seeing a difference in data between Heap and another analytics tool.

One of the most common causes of data discrepancies between Heap and other tools is when Heap is installed via…