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?
Hotjar offers three products (Ask, Engage, Observe), with each product containing tools that help you understand and improve your user's experience. Each site you add to Hotjar has access all three products. The plan you select for each product (Ask, Engage, and Observe) will determine what tool features are available on your site. The plans also have varying allowances for the amount of responses (Ask), interviews (Engage), or sessions (Observe).
|Feedback and Surveys||Basic (free), Plus, Business, Scale|
|Recruitment, scheduling, hosting of user interviews||Pay as you go, Free, Plus, Business|
|Heatmaps and Recordings||Basic (free), Plus, Business, Scale|
You can subscribe to a different plan for each of Ask, Engage, and Observe. For example, a single site might have the following subscriptions: Ask Basic, Engage Plus, and Observe Business with a 500 daily session allowance.
- For details about the Ask response allowance, see our How the Ask Plan Response Allowance Works article.
- To understand pro-rata upgrades and making plan changes, see our How to Upgrade or Downgrade your Hotjar Plan article.
- For our latest feature and pricing information, see the Hotjar pricing page.
How does billing work?
When first starting with Hotjar, you’ll add a site to Hotjar and install Hotjar’s Tracking Code for that site to begin collecting data. For a specific site, you can select different plans for Ask, Engage, and Observe and these apply only to that specific site inside your account. This means that pricing applies on a per-site basis. Currently, we don't offer an option to pay for all sites in your account with one, account-wide plan.
A single payment method can be added to your account and payment will be for all plans across all sites inside an account. 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 due date for your account. Plan changes can be made at any time and you can find out more in our How to Upgrade or Downgrade your Hotjar Plan article.
For more detail on understanding your Plans & Billing page and your Invoices page inside Hotjar, see our How Billing Works at Hotjar article.
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, with any new sites added to the account not receiving 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 is downgraded for any reason.
FAQs about Hotjar plans
- How does the Ask response allowance work?
- Are there any discounts?
- What happens if I exceed the daily session limit for my Observe plan?
- Which currency will I pay with?
How does the Ask response allowance work?
Hotjar Ask plan response allowances reset on the first of each month. This can be a different date to your account's billing cycle. To understand how the response allowance works, see our dedicated article on How the Ask Plan Response Allowance Works.
We offer a 20% package discount when you purchase a paid plan in-app by credit card or PayPal for both Observe and Ask. For example, if you purchase an Observe Business plan and an Ask Plus plan then you’ll get a 20% discount. 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.
What happens if I exceed the daily session limit for my Observe plan?
If you exceed the daily 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 percent 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.
Which currency will I pay with?
Hotjar plans for European based customers will be billed in Euros. Customers outside of this region will be billed in U.S. dollars.