Getting Started FAQs

  • 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 ...

  • 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: Test the API call ...

  • 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 their device to ensur...

  • 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 blockers pr...

  • Does Heap support Webhooks?

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

  • 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...

  • Heap support offerings

    Heap offers the following support packages. BasicStandardPremiumHours of Operation9AM - 5PM EST9AM - 5PM PST 9AM - 5...

  • 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 a...

  • 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 apps, a pageview...

  • 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 i...

  • 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 f...

  • 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, ...

  • 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 us...

  • What browsers does Heap support?

    We officially support the following browsers for accessing the Heap app: Chrome (latest two versions) Firefox Safa...

  • 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 API to ...

  • 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 the app is not alread...

  • 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 ...

  • 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 and addUserProp...

  • 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 ...

  • How does Heap differ from other analytics tools?

    For a comprehensive, feature-based comparison of Heap to other tools, including Amplitude, Fullstory, Google Analytic...