From Friday July 1, 2022 we're moving accounts that were created before April 20, 2022 to our updated pricing model.
Under the updated pricing model, we've grouped Surveys and Feedback into a separate product called Ask that’s priced based on the number of responses you want to collect across Surveys and Feedback. Heatmaps and Recordings will be grouped into a separate product called Observe and will still be priced based on the number of daily sessions.
Both products, Observe and Ask, will have the Basic (free), Plus, Business, and Scale plans available, and the selected plan can be different for each product.
See the Updating our pricing model blog post for all the details on this update.
Sites can be transferred between Organizations you have access to or they can be transferred to a different Account entirely with new billing information.
Each of these types of transfers has a different set of steps involved. Before starting your transfer, it can be useful to refresh some Account-related concepts in our article What are Accounts, Organizations, and Sites?
- How to transfer a Site between Organizations you can already access
- How to transfer a Site or Organization to a different Account
- Transferring Sites and Organizations FAQ
How to transfer a Site between Organizations you can already access
This type of transfer will move a Site between Organizations that you're already a Team Member of.
You can confirm whether you have access to these Organizations from on your Sites page.
Admin permissions are required to make these changes
You'll need Admin permissions on both Organizations for this transfer. You can check your permissions level on your Team page. If you need a permissions upgrade, your Account Owner can help you with this.
It's important to keep in mind that:
- This transfer will change who can access the Site to be only those Team Members on the Organization you’re now transferring the Site into.
- You'll first need to downgrade the Site to the Observe Basic and Ask Basic plans if your transfer will result in moving the Site to an Organization that sits inside a different Account.
- No data will be lost.
Go to your Sites page.
Click the transfer icon on the right side of the Site to be transferred.
Select the Organization you want to transfer the Site into and click Transfer.
The Site must be downgraded to Ask Basic and Observe Basic if the transfer will change the Site's Account
When transferring a Site to an Organization that sits in a different Account, the Site will first need to be downgraded to the Ask Basic and Observe Basic plans. After the transfer, the billing for the Site will be managed from that different Account.
How to transfer a Site or Organization to a different Account
Use these steps when transferring to an entirely different Account
You'll typically make this type of transfer if someone else will start managing billing, such as when a client moves to a new agency or wants to control billing themselves.
This type of transfer will move an Organization and all the Sites inside it to a different Hotjar Account and the new Account Owner will manage the billing.
Only the current Account Owner can make this transfer
Check your Team page to see who your Account Owner is. If you need to change your Account Owner you can follow our guide on How to Change Account Owner.
It's important to keep in mind that:
- This transfer moves an Organization, including any Sites inside that Organization, into a different Account.
- You'll still keep the same Team Member access and permissions on the Organization after the transfer.
- No data will be lost.
If they don't have access, add the person receiving the Organization as a Team Member.
Adding a Team Member when they aren't already a Hotjar user
If the email address of the person you’re adding doesn't already have a Hotjar user profile, they’ll need to accept your Team Member email invitation before you can transfer to them.
Go to your Billing page.
Downgrade all Sites in the Organization you're transferring to the Ask Basic and Observe Basic plans.
Go to your Sites page.
On the right-hand side of the Organization’s name, click the drop-down arrow.
Click Transfer ownership and complete the form to transfer the Organization with its Sites.
Transferring Sites and Organizations FAQ
You’ll first need to isolate this Site inside a new Organization by following the steps in How to transfer a Site between Organizations you can already access. When following these steps, you can choose New Organization from the drop-down menu in the “Transfer site” window to isolate this Site in a separate new Organization.
You’ll then be able to follow the steps in How to transfer a Site or Organization to a different Team Member's Account to complete this transfer.
When the person you're transferring to doesn't already have a Hotjar user profile, they'll first need to accept your Team Member invite from their email inbox. If they sign up to Hotjar independently of this invitation link or if they’ve accidentally been invited to the wrong Organization, then a connection won’t have been created between their user profile and the Organization you want to transfer to them.
To create this connection, resend the Team Member invitation to them so they can accept it. If you’re continuing to see issues after this, please reach out to Support so we can take a look.
After the transfer, an Admin or the Account Owner can remove Team Members by following our guide on How to Revoke Team Member Access to an Organization.
Transferring an Organization that has SAML SSO enabled may not be possible, for more information about disabling SAML SSO and transferring a SAML SSO enabled Organization, visit our Single Sign-On (SAML SSO) guide.