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.
Tools such as Google Analytics may report more sessions than a heatmap. This can be for various reasons but is a behavior we typically see.
Here are all the known reasons why Hotjar may not track someone. They may:
- Use a browser we do not support.
- Have not interacted with your page during this session. Hotjar ignores these sessions to avoid collecting session data with no useful insights!
- Have cookies disabled. See what cookies Hotjar stores.
- Have disabled Hotjar from our Do Not Track page.
- Have Do Not Track enabled in their browser.
- Have accessed your site via a private/incognito browsing mode. These often block cookies or tracking scripts.
- Have disabled use of localStorage or sessionStorage
- Use browser plugins that disable tracking scripts such as Hotjar. This can include ad-block or privacy-enhancing extensions. As many as 30% of internet users have ad-block or similar software installed.
- Access your site from a private or public network that restricts access to Hotjar's servers. Rarely, this is due to local legal restrictions on certain types of network traffic.
For more information on why Hotjar may not track all your users, head to Does Hotjar track all your users?