The most common issues that prevent you from logging into your Hotjar account are an invalid email /password combination, or that you no longer have access to any Sites or Organizations in Hotjar.
For a quicker account recovery time, we suggest following the steps below to gain access to your account.
- Invalid email/password combination
- You no longer have access to any sites on Hotjar
- Your Organization has enabled Single Sign-On (SAML SSO)
- Two-factor authentication (2FA) is enabled
- You see a blank screen when logging in to Hotjar
Sign in with Google using Google Single Sign-On!
Hotjar now allows users who signed up to Hotjar with a Gmail account to sign in with Google Single Sign-On (SSO). This means you have one less username and password to remember! Go to the login page and click the Sign In With Google button to sign in.
Invalid email/password combination
You will see this error if:
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There is a spelling mistake in your email address used to open the Hotjar account
The most common error is signing up with a ".co" rather than a ".com".
Solution: Ask a colleague with access to Hotjar to look at the Team Member list. They will be able to see the email used for your Hotjar account. Once logged in, you can change your email used to sign up to fix the typo.
If you suspect this is the reason you cannot log in and no one else has access to the account, feel free to reach out to support.
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Your password was reset with a typo
Even after a reset email is sent, sometimes new passwords are entered with a typo.
Solution: If you recently reset your password and you are not able to access your account, try to reset your password an additional time. Try slowly retyping the password during the reset process and saving it within your browser or password manager provider. Check out How to Reset your Hotjar Password for a step by step guide.
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You have forgotten your password
Solution: Head to How to Reset your Hotjar Password for a step by step guide on how to reset your password.
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You are not receiving your password reset email
We commonly see this with larger businesses with a formal email security policy.
Solution: Check your Spam folder to see if the reset link was sent there instead. If the emails are not in the Spam folder, check with your security team to see if they can add any emails coming from @hotjar.com to the allow list. This makes sure you can receive emails from us.
If allowing Hotjar's email doesn't work, reach out to support so we can investigate further.
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You signed up for Hotjar with another email address
This tends to happen in teams that have logins for a whole team, like marketing@example.com, or teams where either your personal email or work email is allowed to be used.
Solution: Ask a colleague with access to Hotjar to look at the Team Member list. They will be able to see the email used for your Hotjar account. Once logged in, you can change your email used to sign up to the correct email address you'd like to use.
If you suspect this is the reason you cannot log in and no one else has access to the account, feel free to reach out to support.
You no longer have access to any sites on Hotjar
You will see this error if:
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You have a browser cache issue
The temporary files and cache on your browser could be preventing you from being able to log in to Hotjar.
Solution: Try logging in to Hotjar from an Incognito/Private browser session. If this is successful, the issue might be related to your browser cache. You can try to delete your cache by following the steps in this article: How to clear cache
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Your access to an Organization was removed
Account Owners and Admins have access to remove Team Members from accessing a Site or Organization. If you only had access to the Site or Organization that you were removed from, you'll no longer have access to Hotjar.
Solution: Ask a colleague with Admin access to look at the Team Member list. If you are listed in the Team Member table, reach out to our support team to investigate further. If you are no longer there, they will be able to send you another invite to join the account.
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The Site(s) or Organization(s) you had access to was deleted
Sites and Organizations can be deleted by Team Members without any notification sent to you. If you only had access to the Site or Organization that was deleted, you'll no longer have access to Hotjar.
Solution: Ask a colleague with access to Hotjar to look at the Site & Organization list. They will be able to see if the Site or Organization you had access to was deleted. If the Site or Organization is still listed, have the colleague check the Team Member list to see if you are still listed as having access. If you are no longer there, they will be able to send you another invite to join the account.
If both the Site/Organization is active and you are listed as a team member, reach out to our support team to investigate further.
Your Organization has enabled Single Sign-On (SAML SSO)
When Single Sign-On (SAML SSO) is enabled on an Organization, you’ll no longer be able to access the Organization where SAML SSO is enabled with your username and password with the exception of the Account Owner and Hotjar Support (if required).
If you're a team member of multiple Organizations, you will still be able to use your email and password to access the non-SAML SSO enabled Organizations you've been invited to.
To access the SAML SSO enabled Organization, you'll need to sign in with your login ID using the Sign-in with SSO option. More information can be found in our Single Sign-On (SAML SSO) guide.
Two-factor authentication (2FA) is enabled
Two-factor authentication (2FA) is an extra layer of account security that involves entering a time-based code generated by an authentication app during the login process. When 2FA is enabled, you'll be unable to login without entering an authentication code or using a recovery code. More information can be found in our Two-factor authentication (2FA) article.
You see a blank screen when logging in to Hotjar
If you logged in to Hotjar and landed on a blank white screen, it's likely due to a caching issue within your browser.
This issue can be resolved by clearing your browser's cache. The steps to do this may vary based on your browser. Refer to the instructions related to the browser that you're using:
You may need to close out of your browser application completely
Make sure to close out of all your browser windows/tabs before attempting to log in again.
Still seeing the same issue?
If you cleared your browser's cache, but you're getting the same behavior, try logging in using your browser's Incognito or Private Browsing mode. These browsing modes do not store cache data, so if the login works using that method, the cache might not have been cleared correctly.