Hotjar or Microsoft Clarity isn't showing session recordings
Connecting Hotjar or Microsoft Clarity through their Dropify apps is enough — you don't need to paste any script manually into your page head. Both apps record automatically once installed, but each has an Activate On setting that decides which pages are actually tracked.
Steps
- Go to Apps > Hotjar (or Apps > Microsoft Clarity).
- Enter your Hotjar ID (or Clarity ID) from your Hotjar/Clarity account.
- Set Activate to Only on landing pages, Only on the Online Store, or Both — this defaults to landing pages only, so if you only ever check your main store, switch it to "Both" or "Only on the Online Store."
- Click Save changes. You should see an "Installation successful" confirmation.
- Give it a few hours — first sessions don't appear instantly, especially on lower-traffic pages.
Common problems
- Connected correctly, still no data after a daycheck the Activate setting first; it defaults to landing pages only, so store visits won't be recorded unless you switch it to "Both."
- One specific landing page shows no recordings while others work fineconfirm that page has its own pixel/tracking enabled if it was duplicated or rebuilt from another; also check whether the ad running to that page is sending real traffic.
- Recordings look incomplete or cut off mid-sessionsession recording tools can miss parts of a visit due to network conditions or slow page loads; this is a limitation of the recording tool itself, not something Dropify controls.
- Considering adding the script manually in addition to the appnot needed and not recommended; the app-based install already covers the whole store or landing page depending on your Activate setting.