Account and Installation

Recording Status is 'Not installed'
If the tracking code is installed on your website but the recording status still reads, "Not Installed", there may be a few reasons: First brow...
Fri, 10 May, 2019 at 10:26 PM
Cannot Reset Password
If you tried to reset your password but didn't receive the reset email, try adding the email address "no-reply@mouseflow.com" to your mail cl...
Thu, 9 May, 2019 at 9:06 PM
Can't Add a New Account User?
If you try adding a new account user but get the error: "The e-mail already exists in our system" it means that that user already has an account u...
Fri, 15 Nov, 2019 at 2:21 PM
Did Not Receive Validation Email
If you didn’t receive the validation email, check your spam folder first. If the validation email is not there, you can resend it by logging into your Mouse...
Thu, 9 May, 2019 at 1:46 PM
Find your website ID
The website ID can be found on the Website Settings page. Navigate to your website list Select the website you're interested in Click "Setti...
Thu, 9 Apr, 2020 at 9:53 PM
Recordings and Data Are Missing
Mouseflow only stores recordings and analytical data for a limited time period, depending on what plan you're subscribed to. Free/Limited: 1 Month S...
Tue, 14 May, 2019 at 11:26 AM
Google Tag Manager Blocking Live Heatmaps
We love Google Tag Manager and highly recommend using it to install the Mouseflow Tracking Code on your site. One of the main benefits of using GTM with Mou...
Wed, 5 Feb, 2020 at 1:22 PM
Empty Recording List or No New Recordings
If there are no recordings listed or you haven't received any new recordings, there may be several reasons for this. First, check the website's re...
Thu, 9 May, 2019 at 2:32 PM