Updates to our billing system in January 2023 may mean some of this article's content is temporarily out of date
Throughout January 2023, our team is updating our internal billing system. As a result, some content in this article may be out of date or appear differently than shown here. When the update is complete, we'll make changes to this article. In the meantime, if you're unable to complete a task mentioned in this article, contact Support.
From Monday January 16, 2023 we're updating our prices for Observe Business plans with 1,500 daily sessions and higher
From Monday January 16, 2023, we're increasing the price of Observe Business plans with at least 1,500 daily sessions. The updated pricing will apply from the next billing date after January 16, 2023. Any sites on an Observe Business 500 daily sessions plan or lower (Observe Plus and Observe Basic), are not affected by this update, and you will not pay more for those sites. The pricing update also does not affect the price of Ask plans.
For more details on the updated pricing for Observe Business plans with 1,500 daily sessions and higher, see our January 2023 pricing update article.
The Account Owner can downgrade or upgrade your Hotjar plans at any time for each of the Ask and Observe products. To find the latest details on available features across plans and our pricing see the Hotjar pricing page. If you are looking to pause your plan, downgrading to our free Basic plan is the best option and your data will be retained in line with our data retention policy.
Team members with Admin, Read & Write, and Read Only permissions can see your current plan for each of Ask and Observe from the Sites & Organizations page within the Account Settings menu.
For each site you have access to, you'll see the following labels: Basic, Plus, Business, or Scale next to the Ask and Observe products. If you're wanting to upgrade to the Scale plan, reach out to our Sales team through the Hotjar pricing page.
Have your Account Owner go to Subscriptions and click Manage subscriptions.
Use the Change plan button to select new Ask or Observe plans for your site.
Click the Continue to checkout button at the bottom of the screen to add payment details and confirm the changes.
Why am I asked to verify bank details when downgrading your plan?
You may be asked to verify bank details when downgrading your plan, but you will not be charged the amount shown in the verification window until your next billing date. Any updates that change the total cost of your account on its next billing date may require additional bank verification. Your bank is asking you to pre-approve this new total amount for all subscriptions in your account.
Can I use Hotjar for free?
Yes! The Observe Basic plan collects up to 35 daily sessions and the Ask Basic plan has an allowance of 20 monthly responses. If you have a paid subscription and wish to be on a free plan, you can downgrade your plan to Basic. Learn more about our pricing and plans on the Hotjar pricing page.
What happens to my data when I downgrade my plan?
All data that you collected will remain within your account according to our data retention policy.
If you choose to downgrade from a paid plan to a Basic plan, it is important to note the changes that will be applied to your site after the downgrade. You can compare your existing Ask or Observe plan to the Basic plan for that product on the Hotjar pricing page.
Upgrading your Sites in-between billing cycles
When upgrading or adding an additional site on a paid plan in the middle of a billing cycle, Hotjar will use pro-rata billing.
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.
What if I downgrade my Observe plan and upgrade my Ask plan?
The downgrade will take effect at the end of the billing cycle and you can cancel this downgrade if needed, before the end of the billing cycle. The upgrade will take effect when it is made and you'll be charged a pro-rata amount for the upgrade. You won't be able to cancel the upgrade because it has already taken effect when it was made.
How is Pro-Rata Calculated?
Hotjar divides the total price of a 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.
I've upgraded the wrong site, or chosen the wrong plan
If you've accidentally upgraded the wrong site on your account, please keep the paid plans on the site (no need to downgrade) and reach out to Support as we may be able to help by swapping the plans to the correct site.
Swapping plans between sites on the same account.
We are only able to swap plans between sites on the same account, and if the request is made within 48 hours of the accidental upgrade and if the site has not yet been downgraded.
If you've chosen the wrong plans for your site, you can downgrade the plans directly from the Billing page on your account, and reach out to Support so we can help out with a refund and to get your site set to the correct plans.