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This article outlines how Hotjar's plans work and provides some frequently asked questions. For a list of the latest features and pricing, see the Hotjar pricing page.
- How do Hotjar plans work?
- How does billing work?
- Which currency will I pay with?
- FAQs about Hotjar plans
How do Hotjar plans work?
Hotjar offers three products: Observe, Ask, and Engage. Each product contains tools that help you understand and improve your users' experience:
- Observe includes Recordings and Heatmaps
- Ask includes Feedback and Surveys
- Engage includes User Interviews
Each Site you add to Hotjar has access to all three products. The plan you select determines what features are available for your Site and the allowances for the number of sessions sessions (Observe), responses (Ask), or interviews (Engage).
For each Hotjar product (Observe, Ask, or Engage), you can choose one of the following plans:
- Basic (free)
- Basic (free)
- Scale (only for Ask or Engage)
Visit our Pricing Page to find out more about each plan.
If you track multiple Sites with Hotjar, you can choose different product plans for each one of them. You don't have to choose one global plan for all your Sites. For example, you can have the following plan configuration within your Hotjar Account:
- Site A on Observe Basic (free), Ask Business, Engage Scale.
- Site B on Observe Business, Ask Scale, Engage Basic (free).
- Site C on Observe Basic (free), Ask Basic (free), Engage Basic (free).
If you want to change your Hotjar plan, follow the steps outlined in How to Upgrade or Downgrade your Hotjar Plan.
How does billing work?
With Hotjar, you can track multiple Sites using one Account. For a specific Site, you can select different plans for Observe, Ask, and Engage. This means that pricing applies on a per-site basis.
Hotjar billing is Site-specific. Currently, we don't offer an option to pay for all Sites in your Account with one Account-wide plan.
You can add only one payment method to your Account. One recurring payment covers all plans across all Sites within your Account.
The payment occurs on the same billing date unless you upgrade a plan mid-billing cycle which will result in an immediate pro-rata payment based on the days left until the next billing renewal for your account. You can change your plan at any moment, you can find out more in How to Upgrade or Downgrade your Hotjar Plan.
For more detail on understanding your Plans & Billing page and your Invoices page inside Hotjar, see our How Billing Works at Hotjar article.
Which currency will I pay with?
How does the Ask Response allowance work?
Your Hotjar Ask plan determines how many responses you can collect each month. The Hotjar Ask plan response allowances reset on the first day of each month. This can be a different date from your account's billing cycle. To understand how the response allowance works, see our dedicated article on How the Ask Plan Response Allowance Works.
What happens if I exceed the session limit for my Observe plan?
You'll continue to have access to historical data, in line with our data retention policy, however you'll be unable to view any new insights until the usage limit is reset. If you exceed the session limit for your Observe plan, Hotjar will sample your traffic and distribute data collection throughout the day. For more details, see our article on How Does Sampling Work?
If your plan covers all your Site traffic, then Hotjar will capture all sessions that it can potentially capture. To learn more about when Hotjar can capture users and when it can’t, see our article on Does Hotjar track all your users?
You can also read more about the importance of having 100% coverage on our Don't miss out on insights page.
To determine whether or not your Hotjar plan is a good fit for the amount of traffic your Site receives, check out the traffic coverage widget to see the percentage of total traffic that Hotjar is capable of tracking.
Find the traffic coverage widget on the top right corner of Hotjar. The dropdown will show your current traffic coverage percentage and the session coverage provided on your current plan.
Are there any discounts?
We offer a 10% discount when you purchase a paid plan in-app by credit card or PayPal for both Observe and Ask products. The 10% discount is applied for the product with a lower price.
For example, if you purchase an Observe Business plan and an Ask Plus plan, you’ll get a 10% discount for the Ask Plus plan.
This discount applies on top of the 20% yearly discount received when paying in-app on a yearly billing cycle. Customers making yearly payments via manual invoice do not receive the discount. It is only available to customers that pay in-app via credit card or PayPal.
Legacy customers who started with Hotjar when it was first created had their plan subscriptions applied at the Organization-level. In 2020, our billing structure was updated for all customers and subscribed plans across all accounts were applied at the Site-level instead of the Organization-level.
As part of this shift, a Legacy discount was applied to some existing subscriptions. Any new Sites added to the account do not receive the discount. The discount is also not transferrable to other Sites. For customers receiving a Legacy discount, the discount no longer applies if your plan was downgraded.