Check the site status

Open My sites and review the site you installed UserTrail on. A site that has received tracking data should show recording activity and recent session information.

If the site still appears inactive, it usually means one of these is true:

• the tracking snippet is not installed on the live site
• the wrong site snippet was installed
• consent rules are preventing the tracker from loading
• a browser extension is blocking analytics requests
• the first batch of events has not finished processing yet

Visit your website

Open your website in a new browser tab and interact with a page that should be tracked.

Do a realistic test visit:

1. Open the homepage or another tracked landing page.
2. Click a few visible links or buttons.
3. Scroll down the page.
4. Visit another page if your site has multiple pages.
5. Wait a short time for the session and heatmap data to process.

Use a browser profile without ad blockers while testing. Privacy extensions can block analytics scripts and make the installation look broken even when it works for normal visitors.

Check Sessions

Open Sessions for the site. If UserTrail is recording correctly, you should see a new session after your test visit is processed.

Open the recording and confirm:

• the page path is correct
• the device type looks right
• clicks and scrolling appear in the timeline
• private fields are masked
• the replay loads the page as expected

If the replay is missing page content, check that the website assets are reachable and that privacy masking is not hiding the whole page.

Check Heatmaps

Open Heatmaps and look for the page path you visited. A newly tracked page should appear after UserTrail processes the first events for that path.

Use the date picker and device filter to match your test visit. For example, if you tested on desktop today, choose today's date range and desktop.

In the heatmap viewer, confirm that clicks, movement, scroll, attention, or friction data appears for the selected page and device.

Check network requests

If nothing appears, open browser developer tools on your website and check the Network tab.

Look for UserTrail tracker requests. If requests are blocked or failing:

• confirm the snippet uses the correct site id
• check that the API URL is reachable
• review Content Security Policy rules
• check consent or tag manager firing rules
• disable test browser extensions

Common reasons recording does not start

The most common setup issues are:

• snippet installed on staging but not production
• snippet installed in the wrong site or workspace
• tag manager changes not published
• analytics consent not granted during the test
• the page is excluded by site settings
• JavaScript errors on the site stop later scripts from running
• ad blockers block the test session

When the first session email is sent

UserTrail sends a first session recording email after a site records its first session. If you receive that email, the site has started collecting data.

Use the email CTA to open the Sessions page and watch the first recordings.

Verification checklist

• The snippet is installed on the live website.
• The site id matches the site in UserTrail.
• Consent allows UserTrail to load.
• A test visit appears in Sessions.
• The tested page appears in Heatmaps.
• Private content is masked in replay.
• No tracking requests are blocked in developer tools.