As of September 2017, there has been an update to Hotjar's pricing structure.
These pricing changes DO NOT affect any customers who had an active paid subscription at the time of the change on September 4th of 2017.
On September 4th of 2017, Hotjar changed from Organization-based pricing to Site-based pricing. Following the change, each Site was assigned its own plan – according to the Organization they were in.
In this article, we explain how this update affects users and paying customers whose accounts were created on September 4th of 2017. After reading, if you are still unsure how the change affects you or if you have any questions, please don’t hesitate to contact our support team.
Why the change?
In this blog post, Hotjar CEO David Darmanin shares Hotjar’s vision in 2017 and beyond. With big improvements on the horizon, this update was a small but essential piece in reaching that vision for our users.
How this update affects accounts created before September 4th, 2017.
Accounts on a paid subscription
If you were a paying customer at the time of the change on September 4th, 2017 we have honored both the cost and pricing structure in place at that time including discounts. You will, however, notice an update to the billing page design, but nothing else.
If you choose to cancel your paid subscription after September 4th of 2017 the new pricing structure will go into effect if you upgrade again in the future.
Accounts NOT on a paid subscription (Basic plans)
The Basic plan has not changed in any way. If you did not have a paid subscription on September 4th, and instead, had a free account in place at that time, you will notice that your Site(s) inherited the Basic plan. In addition, your data collection rates were not impacted in any way.
Upgrading your account
If you decide to move to a paid plan after September 4th of 2017, the new pricing structure will go into effect.
Frequently Asked Questions
Why did you make this change?
You can read more in this blog post from Hotjar CEO David Darmanin, explaining why it was a necessary step towards our vision for Hotjar.
I’m a consultant or agency using Hotjar on clients. How will this change affect me?
If you were a paying customer at the time of the change on September 4th, 2017 we have honored both the cost and pricing structure in place at that time, including discounts.
As a reminder: When using Hotjar with clients, according to our terms, you are required to set up one Organization per client and cannot have Sites from different clients within the same Organization. This is a compulsory requirement in order for your current cost and pricing structure to remain unchanged.
I’m a paying customer on a yearly billing cycle. How will this change affect me?
If you have a yearly agreement, no changes will be made to your account. You will retain the existing pricing structure and your bill will not be affected on your next renewal date.
I had an active paid subscription at the time of the change on September 4th of 2017. What if I cancel it and upgrade again?
If you cancel your paid subscription after September 4th of 2017, the new pricing structure (site-based pricing) will go into effect.
Why are you allowing existing paying customers (paid subscriptions created before September 4th of 2017) to retain their old pricing?
We want to be loyal to our current paying customers and feel it would be unfair to change conditions of pricing for them.