Hotjar gives you the ability to perform a search for personal data associated with individual visitors of your site, send them the results so they can delete the data, and show you a log of Hotjar users on your account who have requested searches.
How to Use Visitor Lookup
To run a search of data collected for a specific visitor, the email address of the visitor has to have been entered into an Incoming Feedback widget at some point. Email addresses shown within Heatmaps and Recordings can not be linked to the search results.
Visitor Lookup can only be performed by a User with access to your Hotjar account.
Hotjar CANNOT run a visitor search for your site, only the data owner (a User within the Hotjar account that collected the data) can.
In the Settings menu, click Visitor Lookup.
Select the Organization to search in the drop-down menu.
Enter the email of the visitor you'd like to lookup.
Only one email address can be entered per form
If you would like to lookup an individual with multiple email addresses or multiple visitors, a request will need to be submitted for each one.
Enter emails of those who should be notified once the search is completed.
This step can have multiple or a single email entered into the field. If you are entering multiple emails, make sure to separate them with a comma.
Click Submit Request
Once a request is submitted, please allow up to 24 hours to receive the results if any are found.
Click Submit New Request to look up another user or email address.
Understanding Visitor Lookup Results
If you are not a Hotjar user and would like to see your Visitor Lookup Results
You will need to contact the Hotjar user that collected your data. Hotjar can NOT do this for you, only the Hotjar user can.
The Hotjar user will be able to perform a Visitor Lookup and send a link to the Visitor Lookup Results.
When a Visitor Lookup is requested, an email will be sent to the email the lookup was performed on. The visitor will then have seven days to click on the link provided in the results email to see the full report.
The Visitor will have 7 days after receiving this email to open the link
If it is not opened within that period, the link will expire and a new Visitor Lookup will need to be performed.
Both sections show all Recordings, Polls, Surveys, and Incoming Feedback data collected connected to the email reviewed email. Recordings and Feedback responses can be viewed and deleted.
There are two options for deletion, delete all of the data or selecting individual Recordings or Feedback responses to remove.
Deleting All Data
To delete all data, click the Delete button located next to the Data Summary section.
Deleting Data by Recording or Feedback Response
Click the checkboxes of the Recordings or Feedback responses to delete.
Select Delete.
As soon as the data is selected to be deleted, it will be permanently erased within the next 30-day cycle of our database erasures.
Removal of data will not skew Feedback responses
Removal of a response will result in an adjustment of your overall data. This will not impact any of your data negatively.
Consent can be withdrawn even if a Visitor has previously provided consent to connect feedback with data related to their visits.
As soon as the Withdraw button is clicked, the Visitor will immediately receive confirmation consent has been withdrawn.
How to View the Request Log
Hotjar account holders can request a log of every Hotjar user that has performed a Visitor Lookup in their respective accounts. The report is currently only available in CSV format.
Click Download Log as CSV to view the report.
