If you're not getting any (or very few) recordings under your Smartlook account, then there can be several reasons for that:

  • It's essential that you've the Smartlook script installed on your page correctly. Make sure you've followed the installation guide correctly. You can review Installing the Smartlook code article to make sure you're on the right track.

  • If you're using a CMS like WordPress, and you've just updated your website or theme, the plugin could've been deleted. If that's the case, you'll need to reinstall it.

  • It's possible that you've disabled recording (toggled off) in the Smartlook dashboard. Please review our article on disabling recording.

  • It's also possible that visitors are still browsing the website. Recordings take a few minutes before they're searchable. This happens straight after your visitors leave your website.

  • In case Smartlook is encountering a Content Security Policy (CSP) error, recordings might not be uploaded to your account at all, but just briefly appear in the active sessions. We have prepared a separate article on this topic. Please take a look at the Content Security Policy (CSP) & Smartlook article for more information.

  • Have you noticed some discrepancies between your visitor count in other analytics tools and the number of visitor recordings in Smartlook? Check out the Does Smartlook record all visitors? article for further details on this issue.

TIP: If none of the above describes your issue. Then contact us on support@smartlook.com, and we'll be more than happy to help you!

Did this answer your question?