Only the Account Owner can access the Billing page to make subscription changes
To see who the Account Owner is, visit the Team page while logged into your Hotjar dashboard.
The number of daily pageviews chosen will determine how much traffic Hotjar will track. If the traffic on your site is greater than the data collection rate you choose, Hotjar will automatically use a sample of your users to generate results.
Downgrading and Upgrading FAQs
- Can I use Hotjar for free?
- What happens to my data when I downgrade my plan?
- Upgrading your Sites in-between billing cycles
- Downgrading your Sites In-between billing cycles
- How is pro-rata calculated?
- I've upgraded the wrong site or chosen the wrong plan, what can I do?
Can I use Hotjar for free?
What happens to my data when I downgrade my plan?
All data that you collected during your time on a higher plan will remain within your account according to our data retention policy.
If you choose to downgrade to our Basic plan, it is important to note that it has limitations on future data collecting based on how much data you already have stored within your account. You can see the limit on data collection for our Basic plan in the Hotjar Plans table.
Upgrading your Sites in-between billing cycles
When upgrading your Sites or adding an additional Site on a paid plan in the middle of a billing cycle, Hotjar will use pro-rata billing.
Continue reading if you joined Hotjar after September 2017
Pro-rata and updates for upgrading and downgrading your account in between billing cycles only apply to our accounts on our V2 and V3 billing versions. If you are unsure which billing version you're on, we have a guide on how to identify your billing version. To switch to our latest billing version to gain access to these features, reach out to our support team.
Your account will not be charged the full amount of the plan that you upgraded or added. Instead, you will be charged from the day you made the changes through the end of your current billing cycle. The full price of the plan selected will be charged in the following billing cycle.
Downgrading your Sites In-between billing cycles
When downgrading your Site in the middle of a billing cycle, it will remain on the plan originally selected until the end of the current billing cycle. Once the new billing cycle begins, you will no longer be charged for the older plan. This includes our monthly and yearly subscriptions.
How is Pro-Rata is calculated?
Hotjar divides the total price of your plan by the days in the month to get your “daily price”. We will then multiply this by the number of days left in the month. This does not apply with less than 24 hours remaining in a billing cycle.
Example going from Basic to Business (Assuming you made the change with 15 days left in the billing cycle):
Business plan at $99 / 30 (days in the month) x 15 (days left in billing cycle) = Pro-Rata Rate Billed [$49.50]
When upgrading a plan, Hotjar will use the same calculation as above, however, we will subtract the price difference that you have already paid for your current plan.
Example going from Plus to Business:
(Business plan at $99 / 30 days x 15) [$49.50] - (Plus plan at $39 / 30 days x 15) [$19.50] = Pro-Rata Rate Billed [$30]
I've upgraded the wrong Site or chosen the wrong plan, what can I do?
If you've accidentally upgraded the wrong Site, downgrade it to the free Basic plan from your Billing page and then reach out to Support so we can help you out with a refund. After the refund, you'll be able to upgrade the correct Site.
If you've chosen the wrong plan, downgrade to the correct plan and then contact Support so we can issue a refund.