This article outlines how our plans work and provides a list of frequently asked questions relating to Hotjar’s two product groups: Hotjar Ask and Hotjar Observe. For accounts created before April 20, 2022 we’ve also provided a list of features across each of the plans available to your account. If your account was created from April 20, 2022 onwards, you’ll find a listing of the features available for each plan within Hotjar Ask and Hotjar Observe on the Hotjar pricing page.
For accounts created from April 20, 2022 onwards, visit the Hotjar pricing page for a feature list.
If your account was created from April 20, 2022 onwards, you’ll find our latest prices and a table of features available for each plan within Hotjar Ask and Hotjar Observe on the Hotjar pricing page.
- How does billing work?
- How plans work for accounts created from April 20, 2022 onwards
- How plans work for accounts created before April 20, 2022
- FAQs for the Ask and Observe products
- Plan feature table for accounts created before April 20, 2022
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. Pricing and subscriptions apply on a per-site basis and we don’t currently offer a subscription covering all sites in your account.
You’ll pay for all sites in your account that have a paid subscription on the same billing date and you’ll find more on this in our How Billing Works at Hotjar article. The billing date for your account is set when you first start a paid subscription on one of the sites in your account. Plan changes can be made at any time and our How to Upgrade or Downgrade your Hotjar Plan article gives you more detail on this.
How plans work for accounts created from April 20, 2022 onwards
These accounts have access to two product groups:
- Hotjar Observe which includes Heatmaps and Recordings and is priced based on the number of sessions you’d like to capture.
- Hotjar Ask which includes our Survey and Feedback tools and is priced based on the number of responses you’d like to collect.
For each product group, Hotjar Ask and Hotjar Observe, you can choose the plan you’d like for the product group and these plans can be upgraded or downgraded separately for each of Ask and Observe. Available plans include the free Basic plan and our paid plans: Plus, Business, and Scale. A 20% discount will be applied if you choose paid plans for both Ask and Observe and are paying in-app using credit card or PayPal.
As an example, you may have one site using the Observe Plus and Ask Business plans and a different site using the Observe Business and Ask Basic plans. More details can be found on our blog post, the FAQ section below, and the Hotjar pricing page.
How plans work for accounts created before April 20, 2022
For these accounts, the current plan chosen will apply to all of Hotjar’s tools. We’ve provided a list of available features for each plan in a table below - this table only applies if your account was created before April 20, 2022.
We’ll be moving these accounts over to our Ask and Observe product groups over the coming months. This transition period will be complete by July 1, 2022. For more details on the transition and these changes, see our blog post and the FAQ section below.
FAQs for the Ask and Observe products
Information about response and session allowances for Ask and Observe is provided below. Further details can also be found in our related articles on How to Upgrade or Downgrade your Hotjar Plan, How Billing Works at Hotjar, and the Hotjar pricing page.
- Can I still access Surveys and Feedback if I don’t have a paid plan?
- How is the response allowance calculated?
- Is a response only for completed Surveys/Feedback or does it also count for partial completions?
- Do I need to pay for previously collected responses?
- Where can I see how many responses I have left for this month?
- When will my responses allowance reset?
- I ran out of responses this month, what can I do?
- What happens to the Survey or Feedback widget when I’ve reached my response allowance limit?
- What will respondents see if an external link survey has reached its limit?
- If I’ve reached my response allowance limit, can I get new responses if I delete some existing responses?
- Can I still create a new Survey or Feedback widget when I’ve reached my response allowance limit?
- If I upgrade my Ask plan halfway through my billing cycle, how many responses will I get for the remaining time?
- Can I see past responses that I couldn’t access at the time because of my allowance limit if I upgrade now?
- What if I don’t know how many responses I need?
- How can I collect less responses?
- Are there any discounts when purchasing plans from both Observe and Ask?
- What happens if I exceed the daily session limit for my Observe plan?
Can I still access Surveys and Feedback if I don’t have a paid plan?
Yes, you can create up to 3 widgets and collect up to 20 responses in total across all Survey and Feedback widgets. A comparison of plan allowances is available on the Hotjar pricing page.
How is the response allowance calculated?
The response allowance is a total allowance for all Surveys and Feedback widgets on a site. For example, if you have two Surveys with 50 responses each and one Feedback widget with 30 responses, your total responses would be 130.
Is a response counted only for completed Surveys/Feedback or does it also count for partial completions?
When responding to your survey or feedback widget, some users will choose to abandon the survey or feedback widget or leave the page. You will have access to the answers they've provided and the response is counted as part of your response allowance.
Do I need to pay for previously collected responses?
No, previously collected responses are yours and we won’t charge you for them. If you downgrade your plan, you’ll still have access to past responses.
Where can I see how many responses I have left for this month?
Inside the Hotjar platform there’ll be a banner at the top of your Survey or Feedback widget indicating when you’re at 50% and 100% of your response allowance. The Account Owner will also receive emails that 50% and 100% of responses have been reached.
When will my responses allowance reset?
The responses allowance resets on the first day of the calendar month for all sites.
I ran out of responses this month, what can I do?
You can upgrade to get more responses or wait till the next calendar month when you’ll get a new response allowance.
What happens to the Survey or Feedback widget when I’ve reached my response allowance limit?
We stop showing the Survey or Feedback widget on your site once your response allowance limit is reached. They will reappear when your response allowance is reset the next calendar month or if you upgrade in the meantime to make more responses available.
What will respondents see if an external link survey has reached its limit?
They’ll see a message that the survey isn’t collecting responses or was removed.
If I’ve reached my response allowance limit, can I get new responses if I delete some existing responses?
The response allowance is the number of responses that occurred during your current allowance cycle. If you’ve reached your allowance limit, then deleting already collected responses won’t reset this.
Can I still create a new Survey or Feedback widget when I’ve reached my response allowance limit?
You can create a new Survey or Feedback widget, however it won’t show until your allowance limit is increased by upgrading or until the next calendar month starts and you receive a new response allowance.
If I upgrade my Ask plan halfway through my billing cycle, how many responses will I get for the remaining time?
We don’t prorate responses for the first month upgraded. That means that even if you've paid a pro-rata amount for the upgrade, you’ll still get the full allowance of responses.
Can I see past responses that I couldn’t access at the time because of my allowance limit if I upgrade now?
When your allowance limit is reached, we stop showing the Survey or Feedback widget on your site. This means it isn’t possible for users to leave a response and that there are no past responses to be viewed by upgrading at a later time.
What if I don’t know how many responses I need?
You can start with one of our lowest plans and upgrade as you go. Visit our pricing page to see the available response options and you can also contact Sales via that page if you’re looking for many more responses.
How can I collect less responses?
Surveys and Feedback offer the ability to set up conditions for when they’ll be shown to your users. By using these targeting options, which includes settings like traffic percentage, you can reduce the frequency your Survey or Feedback widget is shown. More details on setting this up can be found in our How to Set Up Surveys and How to Set Up Feedback articles.
Are there any discounts when purchasing plans from both Observe and Ask?
We offer a 20% 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% 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 on how sampling works, see our article on What happens if I exceed my plan's data collection limit?
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.
Plan feature table for accounts created before April 20, 2022
The table below applies only to accounts created before April 20, 2022.
|
Heatmaps |
||||
|
|
Basic |
Plus |
Business |
Scale |
|
Access Continuous Heatmaps? |
Yes |
Yes |
Yes |
Yes |
|
Recordings |
||||
|
|
Basic |
Plus |
Business |
Scale |
|
How many Recordings can I have stored in my dashboard? |
Unlimited |
Unlimited |
Unlimited |
Unlimited |
|
Feedback Tools: Surveys and Feedback |
||||
|
|
Basic |
Plus |
Business |
Scale |
|
How many Surveys can I have at one time? |
3 |
Unlimited |
Unlimited |
Unlimited |
|
How many Feedback widgets can I have at one time? |
3 |
Unlimited |
Unlimited |
Unlimited |
|
How many responses can I collect from each feedback tool? |
Unlimited |
Unlimited |
Unlimited |
Unlimited |
|
Advanced Features |
||||
|
|
Basic |
Plus |
Business |
Scale |
|
No |
No |
Yes |
Yes |
|
|
Targeting |
URL Only |
URL and JavaScript events |
URL and JavaScript events |
URL and JavaScript events |
|
Start recording users on specific pages |
No |
Yes |
Yes |
Yes |
|
Yes |
Yes |
Yes |
Yes |
|
|
Yes |
Yes |
Yes |
Yes |
|
|
Date |
Date, New User, Visited URL, Exit URL, Landing URL, Session Duration, Page Count, events, Favorite, Hotjar User ID, Country, Device, Browser, and Operating System. |
All of the previous filters plus Referrer URL, Rage Click and U-Turn* |
All of the previous filters plus Referrer URL, Rage Click and U-Turn* |
|
|
Choose percentage of users who will see Feedback widget |
No |
Yes |
Yes |
Yes |
|
No |
No |
Yes |
Yes |
|
|
Remove Hotjar logo from Feedback tools and shared Heatmaps/Recordings |
No |
No |
Yes |
Yes |
|
Custom colors for Feedback widgets and Surveys |
No |
No |
Yes |
Yes |
|
Optimizely, Google Optimize, Hubspot, Segment, Omniconvert, Zapier, and Slack Integration |
No |
No |
Yes |
Yes |
| Identity management (SSO) |
No |
No |
No |
Yes |
|
Data Retention |
||||
|
How long is my data stored? Learn more about data retention here. |
Analytics Tools: 365 days from the date the data was collected. (Recordings, Heatmaps) Surveys and Feedback: Indefinitely
|
|||