Troubleshooting

Common issues, in rough order of frequency. If your problem isn't here, email info@replayful.co with the project name and a description.

No sessions appear after installing the tag

The tracker script isn't loading

Open DevTools → Network and filter for t.js. If you don't see a request to app.replayful.co/api/t.js, the tag wasn't injected, verify your template/CMS actually rendered it.

The site key is wrong

Open the project's Installtab and copy the tag again. Site keys are unique per project; a tag from staging on production won't accept events.

The domain isn't allowlisted

The project's domainsetting must match the host you're recording. If you're on app.acme.com but the project was created with acme.com, ingest returns 403. Fix it in the project Settings tab, or create a separate project for the subdomain.

Ad-blocker stripping the request

uBlock Origin and a few corporate blockers categorise session-replay tools as analytics. End users with blockers won't appear in Replayful, that's usually fine for product research. Verify in a clean browser profile.

Content Security Policy

A strict script-src CSP blocks app.replayful.co unless explicitly allowed. Look for the CSP violation in DevTools console. Add app.replayful.co to your script-src and connect-src directives.

Sessions appear but the player is empty

This means we received the session create but no event batches. Causes:

• The visitor closed the tab within milliseconds, the first beacon couldn't fire.
• A bot that hit the page but didn't execute JavaScript (unlikely, since the tracker only registers after JS runs — but headless crawlers sometimes manage it).
• CSP violation on the events endpoint specifically, confirm connect-src includes app.replayful.co.

Quota exceeded

429 errors mean you've hit the monthly cap for the workspace. See When you hit the cap and Upgrading plans.

Mobile in-app browser issues

Facebook, Instagram, and TikTok's in-app browsers behave oddly, they're not full Chrome. Common symptoms:

• Viewport reports squished height (e.g. 390×600 instead of 390×800).
• CSS transitions and video autoplay can be stripped.
• Some webviews don't fire pagehide reliably, so trailing events may be lost.

Replayful flags in-app webview sessions with a chip in the sessions list and a dedicated KPI on the Analytics overview — use these to spot whether webview traffic is dragging your metrics.

Heatmap looks empty or sparse

The heatmap only shows data for the active device bucket. If you're looking at the mobile pill on a page that's mostly desktop traffic, you'll see fewer dots, switch the device pill to fix that. Visit/click counts on each pill make this obvious at a glance.