Troubleshooting Settings
Troubleshoot Clarity's settings using this guide:
Project management
Why am I unable to add a project?
You can add a project only if you sign up to Clarity. Check Getting Started to know more.
Why am I unable to access my project?
Assuming you installed the Clarity tracking code correctly, follow these steps:
Check your browser cache.
Check your browser cache that might be preventing you from signing in and accessing a project.
Open Clarity in a private window, clear cache, and try signing in again.
Check your project permissions.
Check with the Admin of the project if you have access to the project. Have your Admin follow these steps:
Open the project and navigate to Settings -> Teams.
Ensure your email ID is in the list of team members.
If you aren't part of the team, check how to add a team member.
Check your sign-in authenticator.
Ensure you're using the right authenticator to sign in. It should be the same one you used to sign up for Clarity. To know the supported authenticators, refer to Step 2 in 'How to sign up for Clarity?'.
Even with the right email, using a different authenticator doesn't allow you to sign in successfully.
Why is my project dashboard empty?
Ensure that you added the correct tacking code for the relevant project. Try the following steps to troubleshoot:
Verify that you're signing in with the same authentication provider for your project.
Confirm that the project's tracking code is within the
<head>section of your page.If your page doesn't receive any visitors within the past few hours, you can't see any data on your dashboard. Try visiting your page and wait for 30 minutes.
Disable Don't track on your page. Refresh the page after a few minutes and follow the Verification steps.
Project access
How do I gain access to a project if I'm no longer a member?
Access to project details is restricted for security and privacy reasons until website ownership is verified.
Ownership verification involves:
- If your emailID is listed as a member or an admin of the project.
- Clarity tracking code is installed on your website.
If your emailID isn't registered or Clarity tracking code isn't installed, follow the instructions to verify your ownership:
- Add
<meta name="clarity-site-verification" content=" bed880bc-73d3-40c7-8c29-18f4eb483514" />to the<head>section of your site that this project is setup for. - Contact us with project ID and authentication provider, once this change is deployed.
- If this matches, we can manually add you as the project admin.
Team management
What if a team member hasn't received the invite?
Follow these steps:
Verify that you entered a valid email address in the invite.
If the recipient's email is of an official account, confirm that the organization's IT team allows email messages from @microsoft.com.
Instruct the team member to check spam or bulk email folders.
Why am I unable to remove a team member?
You can remove a team member from your project only if you're an Admin of the project. For more details, refer how to remove team members.
Note
Contact us if the issue persists after following this troubleshooting guide.