Share via

Clarity issues with Netherlands and Germany

Dylan Whiskybase 0 Reputation points
2025-09-18T10:00:57.3833333+00:00

Hi,

Recently there some issues with Clarity, specifically for Germany and Netherlands. It seems that when I look at these recording there all only one page recordings with different Clarity IDs. But if we user our custom ids we can clearly see that these recordings are actually of the same user and even the same sessions. But Clarity seems them as separate recordings and users. As far that I can tell this only happens with Netherlands and Germany. Other countries seem fine.

What could be the issue and what can we do to fix this?

Thanks in advance

Microsoft Advertising | Reports | Universal event tracking
0 comments

1 answer

Sort by: Most helpful
Most helpful Newest Oldest
  1. MS Advertising - Arsen 160 Reputation points Microsoft External Staff Moderator
    2025-09-18T11:00:14.77+00:00

    Hello Dylan,

    Thank you for reaching out to the Microsoft Advertising Learn Q&A Platform!

    We understand you're experiencing an issue with Microsoft Clarity where recordings from users in Germany and the Netherlands are being split into separate sessions, each with different Clarity IDs, despite your custom identifiers confirming they belong to the same user and session. This behavior appears to be isolated to these regions, while other countries are unaffected.

    This could be related to region-specific privacy settings, browser configurations, or network conditions that interfere with session continuity or user tracking. However, to investigate this further and ensure the most accurate resolution, we recommend contacting the Clarity support team directly.

    Please reach out to clarityms@microsoft.com with the relevant details, including examples of affected recordings and your custom ID mappings. The support team will be happy to assist you further.

    Thank you again for bringing this to our attention.

    Kind regards,

    Arsen D. | Microsoft Advertising Support Specialist | 1-800-518-5689

    Was this answer helpful?

    0 comments

Your answer

Answers can be marked as 'Accepted' by the question author and 'Recommended' by moderators, which helps users know the answer solved the author's problem.