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.
Before reading this article, it can help to take a refresher on some Hotjar Account concepts from our article What are Accounts, Organizations, and Sites?
Only Account Owners have the permission level required to view and make changes to everything billing-related. This includes the payment method, subscription, and company details.
If you’re unsure who your Account Owner is you can locate them on your Team page. If your Account Owner is unavailable then our How to Change Account Owner article can help with this.
The Plans & Billing page
An Account Owner can view or change plans or payment details on their Plans & Billing page.
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Each Site has its own Observe and Ask plans applied to it
Each Site you add to Hotjar has an Observe and an Ask plan. An Observe plan and an Ask plan can be one of four plan-types: a free Basic plan, a paid Plus plan, a paid Business plan, or a paid Scale plan (available through our pricing page). For a particular Site, these plan-types can be different for each of the Observe and Ask products. For example, you can have Observe Business and Ask Scale applied to a Site. When calculating the total cost on your billing due date, we add up the cost of each of the paid plans in your Account.
You can find the latest prices for our plans on our pricing page.
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An Account has one payment method to pay for all plans across all Sites in the Account
An Account has one payment method that will be used to pay for the total cost of the paid plans in that Account. You're unable to have multiple payment methods for each Site or Organization inside one Account.
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An Account has one billing cycle for all plans across all Sites
An Account can be paid on either a monthly or yearly basis and the billing cycle chosen will apply to your whole Account. This means all plans for all Sites in your Account are renewed on the same date as it’s not possible to have different billing cycles for each Site or Organization in your Account.
Any plan upgrades you make mid-cycle will be charged at a pro-rata rate based on the next billing due date.
What if you need different payment methods or billing cycles for different Sites?
If you need a different payment method or payment cycle than the one currently applied to your Account, a workaround is to sign up for a new Account using a different email address. You'll be able to use a different payment method or billing cycle for this new Account and can switch between each Hotjar Site by adding yourself as a team member on both Accounts.
If you've already set up multiple Sites in your Account, you're able to transfer Sites and Organizations between Accounts unless paying by manual invoice.
The Invoices page
An Account Owner can view and change billing notification recipients, invoice details, VAT or GST numbers on their Invoices page.
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Billing notifications let others receive invoices as an attachment by email
In the Billing notifications box, you can add the email addresses of people you’d like to receive invoices. After adding their email address, future invoices will be emailed to them as an attachment.
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Invoices are generated based on the information inside the Invoice details box
Any changes you make to these details will be applied to future invoices. You can also update your tax number in the Invoice details box.