Heatmap or screenshot save fails

This explains a common reason why "historical heatmap save", "heatmap screenshot", or "experiment thumbnail" may fail, or work intermittently — our background access to your page is blocked by the page's security protection — and how to resolve it.

Why it fails

These features require us to open your page in the background with a browser to take a snapshot / screenshot. If your site has a WAF, anti-bot protection, or rate limiting (HTTP 429) enabled, our access may be treated as a bot and blocked, causing the save to fail.

The fix depends on whether that protection is something you can configure yourself, or something managed by the platform your store runs on. See whichever of the two cases below applies to you.

Case 1: Your own site / your own WAF / CDN — allowlist us

If the page is self-hosted, or the protection runs under your own Cloudflare / Alibaba Cloud / Akamai account, allowlisting our fixed egress IP resolves it:

• Allow by IP: allow access from our fixed egress IP. Please contact us to obtain the fixed egress IP.

Where to configure the common protections:

• Cloudflare: WAF → Custom Rules / IP Access Rules, add an "Allow" rule.

• Alibaba Cloud WAF: Website Protection → Whitelist, add an allow rule.

• Akamai: add the allow entry to the relevant Network List / ACL.

Case 2: Your store runs on a platform such as Shopify / BASE / STORES / Rakuten / Yahoo

If your page runs on a platform such as Shopify, BASE, STORES, Rakuten Ichiba, or Yahoo! Shopping, the rate limiting (429) and WAF / anti-bot protection are managed by the platform and served through its own CDN. Your store admin cannot allow our access — you can neither allowlist our source IP nor bypass this rate limiting / blocking. Case 1 does not apply, and this is not a misconfiguration on your side.

In this case, you can:

• lower the capture / save frequency and spread it out (reduce bursts of access); or

• contact us and we'll save it for you manually.

You do not need to configure any security settings in the platform admin.

How to confirm after configuring

• Wait for the next scheduled save to run automatically, or trigger a save / screenshot manually from the admin.

• If it still fails, please contact support with the page URL so we can investigate further.