Why am I missing certain replays that I know I should have?

Sometimes session replays aren’t available right away, or for every single session. Missing a certain replay, or not seeing replays appear for a particular user’s session or a funnel step? Some things to check include:

Issues that may prevent session replay capture

• Mobile app sessions. Heap doesn’t capture session replay on mobile app sessions.
• Server-side events or third-party events. We can show session replays of client-side events, but we cannot show session replays of server-side or third-party events (e.g. Shopify checkout events).
• Ad blockers. If the end user is using an ad blocker, it can prevent Heap from creating session replays of their session.
• Private browsing. If the end user restricts their cookies by using Incognito Mode or Private Browsing mode, it can prevent Heap from creating session replays of their session.
• Connection. If the end user had a slow internet connection, it can prevent Heap from creating session replays of their session.

Finding session replays in Heap

• Did the replay happen recently? It can take a couple hours for replays to process from the end of the user’s session. That’s why you may sometimes see sessions appear in Heap before the replays are available.
• Allowlists and blocklists. Check your allowlist and blocklist settings (Account > Manage > Session replay > Privacy and Security). Are you capturing replays on the right pages?
• Sampling rates. Limiting sampling rates can make the odds of finding a replay for a rare event even rarer.
• Date range. If you’re looking for session replays in funnels, journeys, or other charts, be sure to set the time range for that chart to be a time that overlaps with when session replay capture was on for your account.

If you need help, please post in Heap Community or visit our Get support page.