Troubleshooting

No sessions appear.

• Open your site, open the browser console, and type typeof window.rc. If it says undefined, the script is not loading: check the tag is on the page and not blocked by an ad blocker or CSP.
• If it says function but nothing arrives, the key is probably missing. This happens with GTM and some WordPress plugins that strip attributes. Use the URL form: rc.js?site=YOUR_SITE_KEY.
• Check the domain on the site's Settings page. Events are only accepted from that domain and its subdomains. www.example.com is fine for example.com; a different domain is not.
• On the Free plan, recording pauses once 1,000 sessions are used in the period.

The replay is blank.

• Sessions recorded before the snippet was fully installed can have no snapshot. They are hidden by default; tick "Include empty" to see them.
• Pages that load styles from a private CDN with strict CORS can replay unstyled. Allow https://replay-frame.replaycat.com as an origin on that CDN.

The replay shows the wrong font.

• A replay is your page redrawn inside a frame on https://replay-frame.replaycat.com, and browsers only let a page use a font from another site when that site allows it. Serve your font files with the header Access-Control-Allow-Origin: * and the replay uses them. Until then it falls back to a system font; nothing else is affected.

Sessions look short or split.

• Recording pauses after 5 minutes with nobody doing anything, and picks up in the same session when they come back. After 30 minutes it ends, and a visitor who returns later starts a new one.
• The duration shown is active time. The gaps where the visitor was away are not counted.
• Each browser tab is its own session.

Forgot your Replaycat password? Use the reset link on the log in page. The email arrives within a minute and the link lasts an hour.

Still stuck? Email [email protected] with your site domain and a rough time of the visit.