Why are replays laggy or jumpy on playback?

If you find that playback is jumpy, there are a couple of settings I'd suggest tweaking:

1. Disable 'Skip inactive'
2. Set playback speed to 1x

Disabling 'skip inactive' in particular should help (see screenshot below)

Also, our app doesn't actually record a video of someone on your site. Instead, it records the site code, changes to the site code, and mouse movements. When you view the recording, it's playing back those changes and mouse movements on a mini copy of your website.

This method greatly reduces the bandwidth required, but unfortunately, we can't control how often the shopper's browser tells us about changes to site code/mouse movements and so we can't control the 'frame rate' like in a real video.