Why Hasn't my Payment Gone Through?

Hotjar uses the payment gateway provider, Braintree, to process all credit card and PayPal payments. When paying for your subscription, Braintree makes a connection with your bank and provides the payment details entered on your Plans & Billing page. Your bank then makes the decision to approve or decline this transaction.

This article deals with the situation where your bank declines the transaction, resulting in a failed payment on your subscription.

• What happens to my Hotjar Account after a payment failure?
• Why did my payment fail and how do I fix the issue?
• I can still make payments with other companies, why isn't it working with Hotjar?
• Troubleshooting steps to try before contacting Hotjar Support
• My bank says there is no problem with my credit card. Now what?

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What happens to my Hotjar Account after a payment failure?

When your bank declines a transaction, the following occurs on your Hotjar Account:

1. We will automatically attempt to charge your payment method on each of the 3 days that follow the first attempt.
2. After 3 days, we stop the automatic attempts. Your Account Owner can make further manual attempts by updating their payment details, even re-entering the same details will result in an attempted payment.
3. If after 21 days we're still unable to take payment, all subscriptions on your Account will be canceled.

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Why did my payment fail and how do I fix the issue?

Reasons why a transaction can be declined by your bank include:

• Incorrect credit card number, expiration date, or missing details: If it's your first time making a payment with Hotjar, double-check your payment details are entered correctly as sometimes a typo can be the source of a decline.

• Insufficient funds: If your credit card number and expiration date are valid, check that your bank balance still has available funds to cover the amount of the subscription.

• Unsuccessful verification of the transaction: Customers based in the EU may need to verify their online purchase in line with the European Commission's payment services directive. This verification window can appear when making changes to your subscription and usually involves entering a code that has been sent to the mobile number you've registered with your bank.

• The card has been reported as lost or stolen: When your card has been reported as lost or stolen, only contacting your bank will resolve this issue.

• There is a suspicion of fraud: If your bank believes the transaction could be a case of fraud, they may block your entire bank account or particular transactions. Contact your bank for more information and to unblock your card.

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I can still make payments with other companies. Why isn't it working with Hotjar?

It's possible for your bank to block only specific transactions, and they can do this across multiple cards. So your card may continue to work for some transactions but be declined for others. You'll need to get in touch with your bank to find out why they're declining these transactions.

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Troubleshooting steps to try before contacting Hotjar Support

• • • Try processing the payment using an incognito browser. 
      • This step helps to determine if the payment is failing due to a browser cache error.
      • If the payment is successful in an incognito browser, then the browser's cache was causing the problem.
    • Try clearing your cookies/cache.
      • As an extra step to determine if your browser's cache is causing the issue, try clearing your cookies and cache.
    • Ensure all ad blockers in your browser are turned off.
      • Certain ad blockers can block the necessary prompts that are needed to process a payment successfully.
    • Try using a different browser.
      • We recommend Chrome, Firefox, or Safari.

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My bank says there is no problem with my credit card. Now what?

If you have contacted your bank and they confirm they are not blocking the transaction on their end, contact Hotjar Support.

In your message, let Support know the error message you are receiving when trying to submit payment and any troubleshooting steps you have already tried. If able, send a screenshot of your billing page showing the error message. 

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