Getting Started FAQs - Heap Help Center

Will Heap slow down my site?

Heap’s script won’t slow down your website. Capturing all interactions without degrading performance is as simple as inserting a single line…

My developer set up an API but I’m not seeing any data ,what do I do?

To troubleshoot Heap API calls that don’t appear to be collecting data, take the following steps: As a best practice,…

How does Heap identify one user from another on mobile?

When a new user uses your app on their mobile device, Heap generates an ID. We store this ID on…

How do I stop Ad Blockers from preventing event autocapture?

If a user is using an ad blocker, their interactions will not be autocaptured in Heap. This is because ad…

Does Heap support Webhooks?

Webhooks are available, but it is a beta feature with limited support. If you are interested in using Webhooks, please…

How do I get real-time data in Heap?

Heap does not provide data in real-time. You can see data flowing in real-time into Heap via our Live data…

Heap.push is not a function Console Error

Oftentimes the heap.push error occurs when Heap is unintentionally loaded twice on a site. For example, Heap might be loading…

Heap support offerings

Heap offers the following support packages. Basic Standard Premium Hours of Operation 9AM – 5PM EST 9AM – 5PM PST…

How does Heap define a session?

Heap uses nearly the same session definition as other analytics solutions, such as GA4. You can use these tools as…

How does Heap define a pageview?

On the web, a pageview is defined as when the page loads, or when the URL changes. In native mobile…

Can I customize the default session (web or mobile) duration length?

At this time, Heap does not have the functionality to customize the default session duration length in Heap.

Can I use Heap and Google Analytics at the same time?

Yes, Heap’s web and mobile libraries will work just fine if Google Analytics or other third-party services are also installed.…

Does Heap support multiple projects on the same account?

Yes! Heap supports having multiple projects and environments on the same account. Check out Projects & Environments for examples of…

How does Heap get location data?

Heap gets location data by using the geoip2-city database and parsing the IP of the request for the country, region, or city.

Can I tie together user data across browsers and devices?

If a user visits your website from across two different browsers or devices, then by default, Heap will treat that…

What browsers does Heap support?

We officially support the following browsers for accessing the Heap app: For a list of browsers supported for the visual…

I want to bring mobile data into Heap, but I’m not using a natively supported framework. How do I set this up?

If you’re using a framework such as NativeScript or Unity, you can set this up by using our server-side track…

Does Heap autocapture deep linking automatically?

A deep link is a link that takes you directly to a specific piece of content within the app. If…

How does Heap work with WebViews?

WebViews serve web pages through mobile apps. Heap autocapture for WebViews is achieved by installing our web SDK on the…

How do I identify users in Heap?

Users in Heap should be identified as soon as their identity is known. You can do so via our identity…

What’s the difference between the app ID and env ID in Heap?

Apps, projects, and environments are organizational concepts separating data and definitions in Heap. An application (your Heap account) has one…

How does Heap differ from other analytics tools?

For a comprehensive, feature-based comparison of Heap to other tools, including Amplitude, Fullstory, Google Analytics, Mixpanel, Pendo, and Quantum Metric,…