How to Cancel Hotjar

A 10-step walkthrough with real screenshots from the live cancel flow.

~3 minutes Time
1 week ago Updated
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Open Hotjar Cancel Page Read the 10 steps See Hotjar pricing & tiers

Quick answer

Hotjar has no single "Cancel" button — you cancel by downgrading your paid plan to Basic. Sign in as the Account Owner, open Billing → Subscriptions, click Manage subscriptions → Cancel subscription, then click through two save offers and a required reason survey before the final Cancel subscription. You keep paid features until the end of the current billing cycle — Hotjar does not give prorated refunds, but new customers have a 30-day money-back guarantee.

Wondering if you're paying more than you used to? which subscriptions raised prices this year.

See Hotjar's pricing, tiers, and difficulty score in one page. Hotjar ranks #6 of 101 by cancellation difficulty.

Step-by-step instructions

1

Sign in as the Account Owner and open Billing → Subscriptions

Only the Account Owner can cancel. Click your profile image, choose Billing, then click Subscriptions. This opens your Subscriptions page, where you'll see your recurring charge and a Manage subscriptions button.

Hotjar Subscriptions page showing a US$39.00/month recurring charge, a "Change to yearly" save offer, and the blue Manage subscriptions button at the top right
2

Click Manage subscriptions, then Cancel subscription

On the Manage subscriptions page you'll see each site's Observe and Ask plans with Change plan buttons. Click the Cancel subscription link in the top-right corner to start the cancellation flow instead of changing a single plan.

Hotjar Manage subscriptions page listing per-site Observe and Ask plans with Change plan buttons, and a Cancel subscription link in the top-right
3

Skip the "losing your advanced features" warning

A screen headed "Canceling means losing all your advanced features" lists what you'll lose (advanced filtering, more than 35 daily sessions, triggered recordings). Ignore the Compare plans and Make an enquiry cards and click Continue to cancel.

Hotjar modal titled "Canceling means losing all your advanced features" listing lost Observe features, with "Keep your features, lower your costs" and "Talk to our product experts" cards and a Continue to cancel button
4

Decline the "Get 2 months free" offer

Hotjar offers two free months on your current plans ("Get 2 months free on your current Hotjar plans"). To keep cancelling, click Cancel subscription — not Get 2 months free.

Hotjar "Get 2 months free on your current Hotjar plans" save offer showing US$39.00 struck through to US$0, with a Cancel subscription link and a blue Get 2 months free button
5

Fill in the required cancellation survey

The "Tell us why you want to cancel" screen has two required fields (marked with a red asterisk): a "What's the main reason for canceling?" dropdown and an "Anything else related to that?" checkbox list. Pick a reason and check at least one box. The optional "Can you give us more details?" text box can be left blank. Click Cancel subscription.

Hotjar "Tell us why you want to cancel" survey with a reason dropdown set to "Temporary pause" and a required checkbox list ("We finished our project", "Our client had a short-term project", "We have too little traffic", "Other"), plus a Cancel subscription button
6

Confirm on the Review order screen

The Review order page shows your new cost (US$0.00) and a yellow banner: "By continuing, all your plans will move to Basic, and your subscription will be canceled." Click the red Cancel subscription button to finish.

Hotjar Review order page showing a new monthly cost of US$0.00, an Observe Plus → Basic change, a warning that all plans will move to Basic, and red Cancel subscription / Keep plans buttons
7

Check the "We're sorry to see you go" confirmation

A confirmation screen reads "We've canceled your subscription. These changes will go into effect on [date] (next billing period)" with a New recurring charge of US$0.00. Click Back to Hotjar.

Hotjar "We're sorry to see you go" confirmation showing the cancellation takes effect next billing period, a New recurring charge of US$0.00, and a Back to Hotjar button
8

Verify the cancellation banner on your Subscriptions page

Back on the Subscriptions page a banner confirms "Your subscription was canceled" and the exact date your sites move to Basic. Your recurring charge now reads US$0.00/month. You keep paid features until that date.

Hotjar Subscriptions page with a "Your subscription was canceled" banner, a US$0.00/month recurring charge, plans marked "Downgraded to Basic, effective from [date]", and Keep subscription / Explore lower price plans buttons
9
If this applies to you

If you want a refund, cancel before the renewal date and contact Support

New customers within the first 30 days of a new monthly or annual subscription qualify for a full refund — but you must submit the cancellation in-app before your renewal date, then contact Support to request the refund. There are no prorated refunds for partial periods, and no refunds at all once the renewal date has passed.

10
If this applies to you

Note: Hotjar is now billed through Contentsquare

Hotjar merged into the Contentsquare Group on 1 July 2025, so newer accounts manage plans under Contentsquare (Free / Growth / Pro / Enterprise) and may see a Contentsquare descriptor on their card statement. The cancel-by-downgrade logic is the same; if your billing screen looks different from these screenshots, you're on the Contentsquare plan structure and can downgrade your Growth plan to Free to cancel.

Frequently Asked Questions

No. Once you downgrade your paid plan to Basic, Hotjar stops billing you for that product and your recurring charge drops to US$0.00/month. You keep your paid features until the end of the current billing cycle — the cancellation takes effect at the next billing period, and the exact date is shown on your Subscriptions page banner.

New customers get a 30-day money-back guarantee: cancel in-app before your renewal date within the first 30 days of a new monthly or annual subscription, then contact Support, and you'll receive a full refund. Outside that window there are no refunds — Hotjar does not refund partially used days or months, and no refund is given for any recurring subscription canceled after the renewal date. The one exception is VAT or GST charged in error, which can be credited if you reach out within the same quarter.

Downgrading to Basic keeps your account — you don't lose your historical data by cancelling, you lose access to paid features (advanced filtering, higher session limits, triggered recordings). On the Basic plan, data collection and retention drop to the free limits going forward. If you want your collected data deleted entirely, that's a separate action: delete your Hotjar account rather than just downgrading.

Yes. Hotjar has no standalone cancel toggle. A paid Observe or Ask plan is canceled by downgrading that product to its Basic plan, which stops the recurring charge for it. The Cancel subscription flow simply downgrades every paid plan on every site to Basic at once. You must be the Account Owner to do either.

Yes. New accounts start on a free trial with no auto-charge and no payment details required, so a trial that you never convert simply ends without billing you. If you did add a paid plan and want out, downgrade to Basic before the renewal date to avoid the next charge — and if you're within 30 days of a new paid subscription, you also qualify for the money-back guarantee.

Hotjar merged into the Contentsquare Group on 1 July 2025, and current public pricing moved to a Free / Growth / Pro / Enterprise structure on the Contentsquare pricing page. Existing Hotjar accounts still cancel through the in-app Billing → Subscriptions flow shown here. On the newer Contentsquare plan structure you cancel a Growth plan by downgrading it to Free — same idea, and your account stays open on the Free plan. Watch your card statement for a Contentsquare billing descriptor after the merger.
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