Troubleshooting FAQs for Feedback Widgets

To work out why a Feedback widget isn't appearing, here are some key checks to make:

• Are there still responses available for this month in the response allowance for your subscribed Ask plan?

  When the response allowance limit for your Ask plan is reached, any Feedback widgets will stop showing on your site. Inside Hotjar, a banner above your Survey or Feedback widget indicates when you’re at 50% and 100% of your response allowance. The widget will reappear when your response allowance is reset the next calendar month or if you upgrade in the meantime, making more responses available. See our How the Ask Plan Response Allowance Works article for more details on this.

• Has the Feedback widget been created on the correct Hotjar Site?

  If you have more than one Site in your Hotjar account, ensure your widget was created on the correct Hotjar Site. You can switch between your Hotjar Sites by clicking on the building icon in the top-left corner when logged into Hotjar.

• Is the tracking code installed on the page where you're wanting to show the widget?

  Visit our article on How to Check That Hotjar Is Working for help with testing this.

• Is the Feedback widget set to Active?

  Your Feedback widget will be in a draft state (Inactive) and won't appear on your live site until you set your Feedback widget to Active in the last step of the set up process.

• Does your browser have enhanced security settings enabled?

  If you're using a Private or Incognito browsing mode, check to see if enhanced security settings are being enabled. These might be preventing some Hotjar tools from loading.

• Does your browser have cookies enabled and is a supported browser?

• Is your Content Security Policy blocking any aspects of Hotjar on the page?

• Are there other Surveys or Feedback widgets targeting the same page with a greater level of priority?

  Feedback widgets are always given the lowest priority, while for Surveys, the most recent one that you created will have the highest priority.

  For more detail, see the What if I have multiple Surveys or Feedback widgets on the same page? FAQ on this page.

If your widget isn't showing correctly on the targeted page, or if fonts and layouts seem off, your site's CSS may be overriding the CSS used for Hotjar's Feedback widgets. Check your site's CSS in case it is preventing the CSS used in the Hotjar widget.

A possible fix for this would be to have your developer add a :not() pseudo-class to the affected CSS selector. This would apply the styling to all buttons except for those which match the argument set in :not().

Hotjar Feedback widgets have a class applied, beginning with _hj, so for most sites you can apply a :not() which says, don't apply this CSS to anything that has a class starting with _hj.

For example, if your CSS is targeting a button element, your CSS rule could be button:not([class^="_hj"]). There are other ways to resolve this, so consult with your web developer to determine the best options for your site.

You can disable or deactivate a widget by switching the Status toggle to off.

It's not possible to customize the CSS of a Feedback widget. For Ask Business and Ask Scale plan customers, you're able to change the color within the Appearance step of your setup.

While you can set multiple surveys and feedback widgets to target a page, in some cases a user must respond or close a widget before the next one will appear.

Hotjar will prioritize when they appear in the following ways:

• Popover or Full-screen surveys will appear before Button surveys or feedback widgets. The most recent survey will appear first.
• Button surveys and feedback widgets have the same priority. This means they can show at the same time regardless of the creation date.
• Embedded surveys will appear alongside all other survey types or feedback widgets.

Feedback widgets can be positioned on the bottom left/right, or middle left/right of the page. You can change the positioning in the Appearance step of the Feedback widget set up page. See our How to Set Up Feedback article for more details.

Only a team member with Admin access or higher will be able to make these changes. To change the URL for the Privacy policy page link, visit your Sites & Organizations page. Then click on the gear icon to enter the Site settings page and click the Site information section where you can enter the Site Privacy Policy URL.

The language selected within a Feedback widget's set up will only affect the text of the widget that is not customizable. This includes the rating labels, input placeholder text, and Send or Skip buttons.

Any customizable text needs to be manually written in your desired language.

When viewing a Feedback widget, your users will be prompted to click on an emoticon (Love, Hate, Neutral, etc.), and then asked to provide a message to explain their sentiment. In order to click the "Send" button, the user must enter text into this text field. However, some users will choose to abandon the widget or leave the page, after clicking on a sentiment without submitting a message.

When this happens, Hotjar will store the sentiment (emoticon) response, but the feedback message associated with their response will be blank. You can use the User feedback filter to focus on responses with or without feedback.