Frequently asked questions

Note

Clarity should not be used on sites that contain Sensitive Data including user health care, financial services or government-related information. For more information, please see the Clarity's Terms of use.

About Clarity

What is Clarity?

Clarity is a user behavior analytics tool which helps you understand how users are interacting with your website. Supported features include:

  • Session Recordings
  • Heatmaps (or heat maps)
  • ML Insights

Why should I use Clarity?

Clarity offers many unique features which help you understand user behavior:

  • Simple and easy customization makes Clarity best for your business.
  • Clarity won't get in the way of your site's performance.
  • Data is analyzed and ready to view in near real time, so you don't have to wait.
  • There are absolutely no limits on the number of sites per account. Clarity can scale to support even the largest websites.
  • Clarity process more than 1 petabyte of data from over 100 million users per month. Also, there are no traffic limits on these sites.
  • Deep AI and Machine Learning algorithm powered insights help you analyze the user behavior in an efficient way.
  • No sampling (i.e., tracking only a portion of your site's traffic).

What is the pricing model for Clarity?

Clarity is a free service forever. You'll never run into traffic limits or be forced to upgrade to a paid version. Learn more.

How does clarity work?

Visit Clarity overview page to know more. You can also try live Demo to experience Clarity's analysis tools, Session Recordings, and Heatmaps.

Where can I use Clarity?

Use Clarity in some or all of these scenarios (and more):

  • Enable your clients or management in making data-driven decisions on what works and what does not.
  • Test what content works best and where to place it on your page.
  • Understand confusing elements of your webpage.
  • Identify user behavior and add required content to your page.
  • Test and publish new ideas on your webpage.
  • Study user clicks and scrolling behavior.

Will Clarity reduce my site's performance?

No, not at all. Visitors to your site won't experience any difference in site speed or performance. The Clarity JavaScript is asynchronous so it does not slow down the page load time.

Privacy

Is Clarity GDPR compliant?

Clarity is GDPR compliant as a data controller. For more information, see the Microsoft Privacy Statement.

How does Clarity comply with CCPA?

Clarity processes data in compliance with the California Consumer Privacy Act (CCPA). For more information, see Microsoft Privacy Statement.

What is Clarity's Privacy Policy?

Refer to Terms of use to know the Privacy Policy.

What data does Clarity collect?

Clarity captures the user interactions on your website such as how the page has rendered and what interactions your user had on your website such as mouse movements, clicks, scrolls, etc. The code to capture this information is open source and available on GitHub and you also read a summary of what data fields we collect. You can choose to mask your users' data. For more information, see Microsoft Privacy Statement.

Yes. For more information, see Clarity Terms of use.

Where is my data stored?

Your data is stored in the Microsoft Azure cloud service.

Who has access to my data?

Microsoft/Clarity has access to the data. For more information, see Clarity Terms of use.

How long can web admins access their Clarity data?

The data will be retained for the webmaster's consumption up to a period of 3 months from the time of recording.

Can I delete data for a specific user?

You need to delete the entire project if you need to delete your user's data.

What content can Clarity record?

By default, Clarity suppresses the client's entire content. The website admin controls the content to be sent to Clarity and website owners should utilize their dashboard settings to block confidential content.

Can my visitors choose not to be recorded?

No. The website administrators will have to remove the Clarity tracking code.

Do you sell my data?

Clarity does not sell data. For more information, see Microsoft Privacy Statement.

Is there an option for Do-Not-Track setting?

Clarity does not currently respond to browser DNT signals. For more information, see Microsoft Privacy Statement.

How can I prevent Clarity from gathering data on my page views when I visit websites that use Clarity?

We utilize the system built by the Digital Advertising Alliance to enable opt-out experiences for customers. You can opt-out of Clarity telemetry by selecting Microsoft here. If you install the Protect My Choices app for your browser, you can ensure your opt out preference is saved.

Getting started

How do I start using Clarity?

Onboarding to Clarity is free and easy. If you are new to Clarity, start by signing up. Refer to Setup to start installing the Clarity tracking code.

Can anyone sign up? Are there any restrictions?

Financial, Government, and Medical websites should not onboard onto Clarity. Read Clarity's Terms of Use to know more.

Will Clarity work on my site?

Clarity will work on a majority of sites with little code. It requires some modern browser APIs but should never throw exceptions on older browsers.

Why am I having trouble signing up to Clarity?

Why am I unable to install the tracking code?

Which site architectures does Clarity support?

Though any site architecture is supported, Clarity won't be able to render inside third party 'iframe' or 'canvas' elements.

Which browsers does Clarity support?

Clarity supports all browsers that execute JavaScript. This includes all modern browsers.

Does Clarity require any special software to run?

No. To run Clarity on your website, you need access to your website's <head> section and finish the Setup process.

Is it possible to use Clarity across multiple domains?

Yes. Projects can span multiple sites if you have included the tracking code from your project on all of them.

Can I use Clarity on different subdomains?

Yes. You can use Clarity on multiple subdomains under the same website. Add your project's script to each subdomain and page you want to be instrumented. Refer to Setup to know how to manually install the script.

How does Clarity collect clicks?

Clarity tracks and collects mouse events through the installed tracking code of the project. The tracking code chooses the best screenshot to ensure that the top elements are included. Top elements are ranked in order of the clicks on a page. Element ranking is absolute in aggregate to all page views for a given set of filters.

Does Clarity support funnels?

No. Clarity does not support this feature.

Does Clarity overload my site?

No. Clarity is designed with performance as one of the topmost priorities. Hence, there is no perceivable impact to your site's end users.

How do I contact Clarity support?

You can reach us via email at clarityMS@microsoft.com or from any page on Clarity, by clicking the smiley face icon at the top right of the screen.

Is Clarity on Stack Overflow?

Yes. You can find us at Stack Overflow by tagging your questions with ms-clarity. We monitor questions with that tag.

Why am I unable to POST any requests?

Why do I see a different page's data in my project?

Why is Clarity not tracking the subdomains?

Why am I unable to add a project?

See answer in Troubleshooting Settings.

Why am I unable to access my project?

See answer in Troubleshooting Settings.

Can I track multiple domains with Clarity?

Yes, you can track multiple domains within one account. Just create different projects for each domain.

No, we do not combine link data. For example, if you have the same link at the top and bottom of your page you will be able to see how many clicks the top one gets verses the bottom one.

Project management

How do I create a project?

Adding a project can be done in three simple steps. You can add an unlimited number of projects for each domain or website.

Can I modify my project details later?

If you are an Admin of the project, you can modify the project settings such as project name and site category. For more information, see Project management.

Why is my project missing?

If you can't see your project in My Projects, make sure you supplied the correct authentication provider and email address when you signed in. Otherwise, send us some feedback using the smiley face button on the Clarity top menu.

Can I delete my project?

Yes. Remember, you will not be able to recover any data associated with the project after you delete it. You can delete a project only if you are an Admin of the project. Deleting a project will remove it completely for all team members. You will not be able to undo this action. Follow these steps to delete a project.

Can I delete my project's data?

You cannot delete data without deleting the project. Check here to know how to delete a project.

Can I recover a deleted project?

Clarity cannot restore deleted projects. You would need to create a new project and add the new tracking code to your webpage. Check Getting started to know more.

Setup

How do I start using Clarity?

To start using Clarity, you need access to your website's <head> section to manually include the Clarity tracking code. Each website you add to your Clarity account will have its unique tracking code to install. For more information, see Setup.

When will I start seeing data on the Clarity dashboard?

Once you finish installing the script on your website, Clarity will start collecting the data. You can view this data in your project dashboard within 2 hours of adding the script. You can verify this by following these steps.

How can I verify Clarity is running correctly?

There are two ways to verify if Clarity is running correctly on your website. Check Verification to know more.

Will Clarity's tracking code interfere with other JavaScript code?

No. Clarity tracking code will not interfere with other JavaScript code of your website.

Can I install my project's tracking code on multiple sites?

To better use Clarity, we recommend to setup a new project for different domains.

Can I use Clarity to find bugs in my website?

Yes. All Clarity features are aimed at helping you find bugs easier. For example, Session Recordings gives you various ways to filter and drill down to what you're looking for.

When can I start using Clarity after installing the tracking code?

In general, wait for 2 hours for Clarity to start working on your website.

I'm unable to add the tracking code. What should I do?

Make sure you are following the Setup steps and copying the right tracking code. Check Troubleshooting installation to know more.

How do I use clarity with my tag manager/CMS/website manager of choice?

Clarity plays nicely with many popular website tools including WordPress, Shopify, Woo Commerce, Google Tag Manager, Wix, and more. You can find a list of supported platforms and instructions on how to install Clarity on them here. If your favorite platform isn't listed, please let us know and we will consider your feedback when we prioritize future updates to Clarity.

Will Clarity intervene with other JavaScript code?

No. Clarity tracking code will not interfere with other JavaScript code.

Masking and unmasking content

Is masked data uploaded to Clarity?

No.

Can I mask or unmask text on certain parts of the page?

Yes. Check here to know more.

How can I be sure that the correct masking mode has been selected in Clarity's Settings tab?

Upon selecting a masking mode, look at the top of the page. The masking mode is set correctly if the 'Masking mode set' dialogue box with a green tick mark appears.

Set masking mode.

Team management

Can I add team members to my project?

Yes. Once you sign up to Clarity and add a new project, you will be Admin of the project. You can only add team members if you are an Admin of the project.

Admins can add team members through their email IDs. There is no limit on number of users to a project. However, only 10 pending invites are allowed at a time. Check here to start adding your team.

How many members can I invite to my project?

You can only add team members if you are an Admin of the project. There are no limits to the number of members you can add to each project. However, only 10 pending invites are allowed at a time.

What user roles are available for my team members?

A user can be an Admin and Team member. Admins have the following permissions:

  • Changing the user's role.
  • Deleting a project.
  • Update or modify project settings.

For more information, see Project access.

What are the different permissions for each role?

Check Project access to know Admin and Member permissions.

Is there a limit on number of admins per project?

No. There's no limit on number of Admins for a project. There can multiple admins for each project. You can also change a team member to Admin.

How do I change the user roles in my project?

A user can be an 'Admin' or 'Team member'. You can only change user roles if you are an Admin of the project. For more information, see change user role.

Can I remove users from my project?

If you are an Admin of the project, you can remove team members. Removing a user will deny them access to a project. You will be able to add the user to your project again.

What should I do if my team member didn't receive the invite?

  • Make sure you've entered a valid email address in the invite.
  • If the recipient's email is from an official account, make sure that the organization's IT team allow emails from @microsoft.com.
  • Ask the team member to check their spam or bulk email folders.
  • Check the troubleshooting guide for more details.

What if a team member hasn't received the invite?

See answer in Troubleshooting Settings.

Why am I unable to remove a team member?

See answer in Troubleshooting Settings.

Google Analytics Integration

How can I integrate Google Analytics with Clarity?

It's easy. Just follow the steps in Google Analytics integration documentation.

Can I integrate any web property with Google Analytics?

Yes. All you would need is to follow our documentation.

Do I need to install Clarity's tracking code for Google Analytics integration?

Yes. You need to finish the Clarity Setup process before you can integrate with Google Analytics.

Can my team access Google Analytics integration?

As long as your team has access to your Google Analytics web property, they can see the custom dimension Clarity utilizes.

How many web properties can I integrate?

At this point, you can integrate only one web property.

Why do I see a failure when connecting with Google Analytics?

When integrating with Google Analytics, Clarity will attempt to create a custom dimension on your behalf. There are a few reasons this could fail, including a limit on the number of custom dimensions Google enforces per web property. If you can't integrate Clarity completely, try creating a new dimension or editing an unused dimension with the following values:

Name: Clarity Playback URL

Scope: Session

Active: checked

How long does it take for GA segments to show up after I integrate?

There is no delay. Right after you integrate with Google Analytics, you'll start seeing GA segments in Recordings tab.

Why don't I see GA segments in Dashboard/Heatmaps?

GA segments only work in Recordings tab.

How can I edit/delete GA segment?

GA segments can be managed directly on Google Analytics. If you want to edit or delete your GA segment, you can directly do that on Google analytics. Clarity will reflect the changes once you refresh the project.

Custom tags

Can I send more data through Clarity filters?

Yes. You can use custom tags to send any information you'd like to Clarity, such as page labels).

How soon is the tag available on my project?

As you add a tag in your website code, it will be updated in your project within 30 minutes to 2 hours.

How many tags can I add to my website?

There are no limits on the number of tags you can add to your website. However, a single page can have no more than 128 tags. Any additional tags will be ignored.

How to use custom tags to find out which users haven't used a feature?

Define the feature in custom tag and add the custom tag to your project to start using it. For more information, see Custom tags.

Insights

What is a Rage click?

Rage clicks occur when a user repeatedly clicks in a clustered area within a short period of time.

Example: Find bugs in your UI where a user clicked repetitively on an element (expecting a response) or became frustrated during site navigation.

For more information, see Rage click.

What is a Dead click?

Dead clicks occur when a user clicked somewhere on the page but there was no response detected.

Example: Find your UX bugs where an element may look clickable (and receives user clicks) but has no coded response on click.

For more information, see Dead click.

What are interesting user segments?

The interesting user segments you notice on your dashboard are groups of data about your users that have been highlighted by Clarity's ML algorithms based on potentially interesting filters for a metric.

Why don't I see interesting user segments?

If you don't see interesting user segments in your dashboard, there could be several explanations.

  • Clarity automatically looks for interesting user segments for these metrics and only adds high-confidence segments to the Dashboard. If no segments appear, our ML model may not have found any helpful user segments to show.
  • Be sure you are looking for interesting user segments on either dead clicks or rage clicks. Currently, they are not available for other metrics.
  • It is also possible that you have applied filters that are too narrow, and your sample size is too small. Review these values and try again.

What is Excessive scrolling?

Excessive scrolling occurs when a user scrolls through site content at a higher rate than expected for standard content consumption.

Example: Find recordings where your users scroll quickly to look for a specific piece of content. This helps you identify important content and find layout alignment issues.

For more information, see Excessive scrolling.

What are Quick backs?

Quick backs occur when a user goes to a new page then quickly returns to the previous one.

Example: Find recordings where your users had a confusing navigation like quickly returning to your site's home page after attempting to click on a follow-on page.

For more information, see Quick backs.

Can I view general insights of specific element on all pages?

This feature isn't supported at this time.

What details can I view about errors on my site?

In addition to watching session recordings with JavaScript errors, on the dashboard you can also see the most common pages and browsers with errors, and easily filter to those segments and more. You currently can't automatically view specific script error names, but that feature is in development.

Can I track a specific subset of users?

Yes. Just apply one or more filters and then save it as a segment to easily access later. Learn more.

Why don't I have any interesting user segments?

Right now Clarity automatically looks for interesting user segments based on Dead click and Rage click metrics. If you're not seeing interesting user segments on your dashboard, it's likely our machine-learning model, which requires a high degree of confidence, hasn't identified any yet. Learn more.

Heatmaps (or heat maps)

Will heat maps slow down my site?

Not at all. Heatmaps use data that's already been collected by Clarity.

Can I use heat maps and follow privacy regulations?

Yes. You can follow all privacy regulations, mask text, and still create heat maps. Clarity creates heat maps based on element attributes and not the content of the element.

Are heatmaps available for mobile?

Yes. Clarity supports heatmaps across devices. By default, Heatmaps are generated for PC, tablet, and mobile for easy comparison.

How long is heat map data kept in Clarity?

You can access heat maps for up to 90 days.

How long does it take to generate a Heatmap?

It's quick-less than a minute.

How long will it take for a user's click to show on a heat map?

The user clicks are shown on heat maps within 30 minutes.

Which sites can use a heat map?

All websites where Clarity tracking code is installed can use a Heatmap.

Can I upload my own images to a heat map?

Clarity doesn't support uploading or recapturing of screenshots to match a heat map.

Can I track iFrames with heat maps?

Clarity captures clicks on first party iFrames (that is, iFrames source is the same domain as original page source) but not on third-party iFrames.

How can I add conditions to heat maps?

You can add/modify filters to view heat maps in specific conditions.

Can we exclude elements from heat maps?

No. Clarity doesn't support excluding or suppressing specific elements on your webpage while generating a heat map.

Can I view a heat map for my Shopify or WordPress site?

Yes. You can view Clarity Heatmaps on Shopify or WordPress site where the Clarity tracking code is installed.

What types of heat maps can I analyze using Clarity?

Using Clarity, you can analyze Click maps and Scroll maps to understand user behavior.

How can I search through the URLs?

You can use the autofill search box to search through the URLs.

Does Clarity collect more click data than is displayed in the dashboard?

Yes. Clarity can't show all the data that it collects. The displayed data is dependent on the sample impression on which the heat map is created.

How do Clarity click maps deal with pop-ups?

For pop ups, go to the corresponding Recording and then select Insights Dashboard to start viewing aggregate stats.

How does Clarity display a click map for varied screen lengths, resolutions, and device types?

Resolution and device type will not affect a click map. Clarity generates click maps based on the aggregated data of elements of the page that user clicked across all screen sizes.

Why do I see more clicks than page views?

This happens when one or more users click on the page more than there are page views.

What's the maximum limitation on a heat map?

Heat maps are limited to up to 100,000 page views per heat map.

How do you see dynamic elements, such as dropdown menus, in heatmaps?

Clarity heatmaps do account for dynamic elements, such as dropdown menus, popups, etc. However, dynamic elements may not be visible in the default heatmap. But that's easy to change. The left panel ranks all elements, including dynamic ones, by clicks. Just select the element you want to explore and the heatmap will refresh to show it.

Do you support regular expressions for heatmap URLs?

Yes, regular expressions are supported for all path filters (visited, entry, exit, and referral URLs) for heatmaps and recordings. Learn more.

What are the limitations of heat maps?

For more information, see Heatmaps limitations.

What if my heatmap has low page views?

See answer in Troubleshooting Heatmaps.

Why is there low click data?

See answer in Troubleshooting Heatmaps.

I'm unable to share my heat map.

See answer in Troubleshooting Heatmaps.

Why do I see 'This element is not visible on this page' on a click map?

See answer in Troubleshooting Heatmaps.

Session recordings

How are recordings collected?

Clarity session recordings aren't video streams of users interacting with your site. Instead, this is how they work: Clarity records all the page information a user sees (the DOM content) and the actions they take as they browse your site. A session recording is an animation capturing all these user actions, such as mouse movements, clicks, scrolls, and more, across devices.

Are all sessions recorded?

Clarity tracks all sessions, but recordings may not be available for all sessions.

How long does it take for a session to appear in my recordings?

Recordings typically appear in about 30 minutes, but they may take up to 2 hours.

How many sessions can Clarity record?

Clarity records up to 100,000 sessions per project per day.

Why does my website's layout look wrong when it's rendered in Clarity?

First, make sure the CSS for your page is available externally without the need for authentication. If that doesn't work, leave us some feedback in the app using the smiley face button.

Can you delete or download recordings?

Currently, you can't delete or download specific recordings.

How do I see which page the user is on in a session?

When watching a session recording, select "More details" button to get a detailed breakdown of the user's journey in the session.

Can you tell if a session recording has been watched or not?

Yes. After you view a recording, the text on that recording card will dim. See our documentation to learn more.

How can I prevent certain pages from being recorded?

Remove the Clarity tracking code from the URLs you don't want to be recorded.

Filters

Can I add custom filters?

Yes. Check Custom tags to know more about custom filters.

Is Regular Expression supported in path filters?

Currently Regular Expressions are not supported in path filters.

How can I find users who interacted with a specific page within a session?

To watch users who interacted with a specific page within a session, set Visited URL to that specific page and Page click count greater than one click.

How can I find user recordings leaving the page before viewing the entire page?

Set Page scroll depth to different points to see when users are leaving before reaching the bottom of the page.

How can I examine a new page's traffic?

To understand the traffic to a new page, set Visited URL to that specific page and time frame to new site's start date. Set Insights filters to find out user interaction with the site.

Which filters can I use to compare various technologies?

Use Browser, Operating system, and Device filters to compare various technologies.

What defines a session in Clarity?

Session is the amount of time a user spent on your site.

Can I filter internal IP?

Can I save filters to view later?

Yes. You can combine multiple filters together and save this user group as a "Segment". Learn more.

Sharing

What features support sharing?

For Heatmaps, a screenshot of a click map or a scroll map is shared. And for Recordings, the entire recording is shared.

Who can I share the features with?

You can share Heatmaps and Recordings with your team members or guests. While the link shared to team members don't expire, the link shared with guests has expiration.

Is there a limit on number of members to share over email?

No. You can add multiple IDs from your team and also outside your team.

The link shared with your project team will never expire.

The link shared with guests expire based on the number of days you select while sharing the link.

E-Commerce Insights

Why don't I see any e-commerce metrics?

Clarity currently only enables these metrics for Shopify sites. If you are a Shopify site and still cannot see these widgets or filters, submit feedback from your Clarity account (using Smiley button on top-right of your screen).

Why do my Purchases or Checkout abandonment equal 0%?

0% Purchases mean Clarity did not detect any sessions on your site that resulted in a purchase.

0% Checkout abandonment means Clarity did not detect any sessions on your site which started the Checkout Process, but abandoned before completing the purchase.

Customers paying with ShopPay or expedited checkout options will not have their sessions show up under the Abandonment card.

Why do I see a session considered Checkout abandonment, even if user selected "Complete Order" in the recording?

This will occur if session did not include a "Checkout Confirmed" page. If user selected "Complete Order", but the session terminated before officially landing on a "Checkout Confirmed" page, Clarity will still consider this session as having abandoned before completing Checkout.

Why do I see a session considered Checkout abandonment, even if user selected the button to the next step (for example, "Go to Payment") in the recording?

This will occur if session did not receive data indicating the next page was reached. If user clicked on "Go to Payment", but the session terminated before officially landing on the Payment page, Clarity will still consider this session as having abandoned before reaching Payment step.

What does "Other" step include?

"Other" step contains miscellaneous scenarios that are not captured by the previous steps. This includes Express Checkout, additional custom steps like "Processing", etc.

Heatmaps are generated for specific URLs. The core steps (Contact Info, Shipping Method, Payment) are each associated with their respective URLs. "Other" contains miscellaneous scenarios that span multiple URLs.

What does my Purchase conversion rate here differ from Shopify rate?

Clarity calculates Purchase Conversion rate from the data that we receive from your site. This data may not always receive the same payloads or full session scope as Shopify. As such, there may be minor differences in the rate reported. If this difference is very large, feel free to let us know with the Feedback button (Smiley button on top-right of your screen).