Hotjar's User Lookup page gives you the ability to perform a search with an email address or User ID for personal data associated with individual users of your site. This generates a results report which allows the user to view and delete the data connected with them. You can also use this page to request a log of Team Members on your account who have requested searches.
By default, you can lookup users by their email addresses. These are collected by Hotjar when users have submitted feedback widget responses with consent to connect responses to Recordings.
If you have enabled User Attributes, you have the option to look up data by the User ID you have passed to Hotjar. For more information on User Attributes, you can read the article about how to set them up.
User Lookup does not lookup personal data contained inside Heatmaps or Recordings
Personal information shown within Heatmaps and Recordings cannot be linked to search results. For example, if during a Recording Hotjar collected an email address inside your page's HTML content, Hotjar would not find this with a lookup. We recommend using our suppression features to prevent the accidental collection of personal data embedded in the content of your pages.
How to Use User Lookup
User Lookup can only be performed by a team member with Read & Write access or higher
Only team members with Account Owner, Admin, or Read & Write permissions for a Hotjar Organization can perform User Lookup. This also means that Hotjar staff cannot run a User Lookup for your site.
In the Settings menu, click User Lookup.
Select the Organization to search in the drop-down menu.
Enter the details of the user you'd like to lookup.
If you do not have User Attributes enabled, then you only need to add the DATA SUBJECT EMAIL. To run a search of data collected for a specific user, the email address of the user has to have been entered into an Incoming Feedback widget at some point.
Only one email address can be entered per-form
If you would like to lookup an individual with multiple email addresses or multiple users, a request will need to be submitted for each one. Multiple User IDs can be looked up.
If you have User Attributes enabled, you should look up both the DATA SUBJECT USER ID and DATA SUBJECT EMAIL. User IDs are searched per site, and if the user has requested a lookup across multiple sites on your account, you can search for them on multiple sites. If needed, you can run a lookup using multiple User IDs.
User IDs are case-sensitive!
You may want to check that the User IDs are in upper or lower case when performing a lookup.
Click Submit Request.
You will be presented with a modal asking you to confirm.
Once a request is submitted, please allow up to 24 hours to receive the results via email if any are found. You can then forward the email to the user who requested the info so they can review and delete the data collected on them.
Optionally, click Submit New Request to look up another email address or User ID.
How to View the Request Log
Hotjar account holders can request a log of every Hotjar user that has performed a User Lookup in their respective accounts. The report is currently only available in CSV format.
Click Download Log As CSV to view the report.
