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Clarity video recording splits for Netherlands users

Webmaster | Tebi 0 Reputation points
2025-10-08T19:01:55.92+00:00

Hello Team,

We would like to raise a concern regarding Microsoft Clarity.

We’ve observed that for users from the Netherlands, session recordings are being split by page. For example, when a user navigates through four pages on our website, Clarity creates four separate recordings with different user IDs.

This issue appears to affect only users from the Netherlands. For users from India, Poland, and Vietnam, the recordings are tracked correctly as single sessions.

We’re currently using the Amasty GDPR module for cookie consent on our Magento site. Could you please confirm if any specific cookie consent settings are required from Clarity’s side?

Please refer to the attached screenshots showing that the entry and exit pages are the same, yet multiple separate sessions are being recorded for a single user navigating through the pages.

9c708243-fd70-4623-8862-bb0e63d5bfe7.png

Microsoft Advertising | Reports | Universal event tracking
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  1. MS Advertising - John Mark 150 Reputation points Microsoft External Staff Moderator
    2025-10-08T21:09:40.8933333+00:00

    Hello Webmaster | Tebi,

    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 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, while other countries are unaffected.

    This issue appears to affect only users from the Netherlands. For users from India, Poland, and Vietnam, the recordings are tracked correctly as single sessions.

    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.

    Related resources: Frequently asked questions

    https://clarity.microsoft.com/

    Thank you again for bringing this to our attention.

    Kind regards,

    John | Microsoft Advertising Support Specialist | 1-800-518-5689

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