Only the Account Owner can modify payment details
You can check who your Account Owner is on your Team page. If they're no longer available then our guide on How to Change Account Owner can help here.
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?
What happens to my Hotjar Account after a payment failure?
When your bank declines a transaction, the following occurs on your Hotjar Account:
- We will automatically attempt to charge your payment method on each of the 3 days that follow the first attempt.
- 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.
- If after 21 days we're still unable to take payment, all subscriptions on your Account will be canceled.
Why did my payment fail and how do I fix the issue?
Contacting your bank is the quickest way to solve a payment failure
Only your bank knows why the payment failed and can solve the issue for you. Unfortunately, we don't receive a reason why your bank is declining the transaction. After double-checking your card details and available funds, contact your bank for further help.
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.
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 transaction but be declined for others. You'll need to get in touch with your bank to find out why they're declining these transactions.