FAQ
How does Mouseflow work?
Which OS and browsers do you support?
Does Mouseflow affect users' browsing experience?
How will visitors’ privacy be affected?
Does Mouseflow work with members-only pages, shopping cart/checkout pages and pages that receive POST variables?
How does Mouseflow handle AJAX calls and client-side events?
Can I cancel my account? And what happens to the recordings?
What are the terms when I upgrade or downgrade my account?
The playback does not work correctly on some of my pages. What to do?
Can I download the recordings and the analysis data from your website?
Can I limit the number of recordings per day?
I've installed the script, but the recordings don't start. What to do?
The page content doesn't seem to be correct when watching visitor sessions. Why?
I have feedback or new ideas. Where do I post them?
How does Mouseflow work?
Mouseflow works by sending small periodic data packages (around 2KB) from the client to the central servers while a visitor session is active. Data from the whole user experience is recorded, and not just a snapshot of the session. This means that the web analytics is far more precise than traditional web analysis tools, and that you can get insights on how the users interact with the pages before moving on to the next.
Which OS and browsers do you support?
Mouseflow runs smoothly on IE 7+, Firefox 3+, Chrome 3+, Safari 4+, Opera 9+, and presumably many more. It runs on both PC, Mac, Linux and mobile environments such as Android, Symbian, iPhone OS and Windows Mobile.
Does Mouseflow affect users' browsing experience?
Quick answer: No. Longer answer: First time users download a js script of about 14 KB (gzipped), and a beacon of 2 K is sent from the browser to Mouseflow once every 5-10 seconds, depending on the visitor behavior. This is unnoticeable for over 99% of the visitors. But some IE6 users on slow machines might feel a difference in the browsing speed.
How will visitors’ privacy be affected?
Information about the browser (type, version, screen size, etc.), basic information about the user (IP address, language, time zone) and data containing mouse movements, clicks, scroll events and keystrokes are sent to Mouseflow. No personal data is ever sent unless inputted voluntarily, and no data is ever shared between websites. The script does not use third-party cookies. No data is shared with third parties, except for highly summarized data gathered across all Mouseflow accounts, e.g. usage share of browsers, average viewport size, etc. Keystrokes from password fields and fields marked as "sensitive" are not recorded or sent over the network. Mouseflow recommends that you make you users aware that some visitor sessions are recorded. Read our
privacy policy for more information.
Does Mouseflow work with members-only pages, shopping cart/checkout pages and pages that receive POST variables?
Yes, certainly we do. This feature requires that you are able to upload a server-side script to your web server that is used to send the page HTML to us. Please note that this feature is not available for the free plan
How does Mouseflow handle AJAX calls and client-side events?
All client-side events that are triggered my the mouse (by clicking or hovering elements) are simulated in the replay. This means that you should be able to see more or less the same client-side events as the user. Browsers react differently to these event simulations so we cannot guarantee that all events are replayed perfectly. AJAX calls are unfortunately not truly replayable since they require a round-trip to the web server which we cannot do since round-trips can cause side effects on the server.
Can I cancel my account? And what happens to the recordings?
You can cancel your account at any time. All recordings and analysis data is deleted from our servers.
What are the terms when I upgrade or downgrade my account?
Upgrades occur immediately. The billing cycle is reset and remaining recording credits are passed on. Downgrades are set to occur at the beginning of the next billing cycle. Mouseflow does not refund payments. For more information, please read our
terms of use
The playback does not work correctly on some of my pages. What to do?
Please submit your issues through the
contact form. And please note that it is not guaranteed that Mouseflow can playback all visitor sessions correctly.
Can I download the recordings and the analysis data from your website?
Yes you can. Recordings can be downloaded and played back on your local computer. Heatmaps can be downloaded by using a browser plugin. We recommend screengrab.org. The statistics data cannot be exported to CSV yet, but a method for this is under way. Downloading the recordings requires at least a "Small" subscription.
Can I limit the number of recordings per day?
Yes you can. On the Websites list, click Edit. Under Website details, click Edit details. Set the recording rate to the wished number. Mouseflow will then only record one of every XX visitor (XX representing the number you wrote)
I've installed the script, but the recordings don't start. What to do?
First, make sure that the script is pasted into the <head> section of your website. View the page source to be absolutely sure. Second, check that the domain matches the one you wrote when signing up. If the domain doesn't match, you can alter it by editing the website details. When the domain is correct, browse a few pages of your website and the recording should start immediately.
The page content doesn't seem to be correct when watching visitor sessions. Why?
Mouseflow crawls the pages of your website so that it can show them when you watch visitor sessions. If the content of your pages is dependent of session variables (e.g. if the user is signed in), browser settings (e.g. browser language) or IP address, the content you see through Mouseflow.com will not necessarily match the content viewed by the user. If you want to be able to play back these types of pages, you can use the "Session support" recording option that is available to all paid subscriptions. Please see the answer to the question "Does Mouseflow work with members-only pages, shopping cart/checkout pages and pages that receive POST variables?" for more details.
I have feedback or new ideas. Where do I post them?
So far, submit your feedback through the
contact form. A full-fledged discussion forum will be installed at a later stage.