Only your Account Owner can update payment details
Only the Account Owner has access to the billing page which allows changes to be made to payment details. You can find out who your Account Owner is on your Team page. For help with changing the Account Owner, see our How to Change Account Owner article.
This article steps through the process for updating or deleting your payment method, such as credit card details. If you're looking for help with editing your invoice details such as company name, address, VAT/GST number visit our How to Update Invoice Details article.
If you're seeing issues with processing a payment, see our article on Why Hasn't my Payment Gone Through?
Updating your payment method
When updating your payment details, your bank may ask you to re-verify your subscription amount
Any updates to billing details may require additional bank verification. You won't be charged today for the amount in your bank's verification window when editing payment details. You'll be charged for your subscription at your next billing date.
Go to your Plans & Billing page.
Click on Edit inside the Payment Method box.
Update your new payment details.
Either credit cards or PayPal information can be added to the payment field. You'll find more information on our available payment options on our Payment Methods article.
Updating your billing details will retry any recently failed payments
If Hotjar fails to process your subscription payment with the card currently on file, updating your billing method will automatically retry the transaction if the failure happened within 15 days. If you're still seeing a payment failure after updating the card on file, more information can be found on our Why Hasn't my Payment Gone Through? article.
Deleting your payment details
Deleting your payment details requires all Sites to be on the Ask Basic and Observe Basic plans
Before deleting your payment details, you'll need to downgrade any Sites currently on a paid plan to our free Ask Basic and Observe Basic plans.
Go to your Plans & Billing page.
Downgrade any Sites that are on a paid plan to the Ask Basic and Observe Basic plans.
Click on Delete inside the Payment Method box.
Click on Delete payment details to confirm deletion of your payment details.
