Manage Hotjar

How to cancel Hotjar in malaysia and reclaim your billing control

What Hotjar is and why malaysians are cancelling

Hotjar is a web analytics platform that records how visitors move around your website. It uses heatmaps, session recordings, feedback widgets, and surveys to show you where people click, scroll, and drop off. The company operates from Malta and sells subscriptions on a recurring monthly or annual basis.

For you as a Malaysian user, the critical point is simple: Hotjar is not a one-time software purchase. Your subscription renews automatically unless you actively cancel before your billing date arrives. Many subscribers in Malaysia discover unexpected charges because they did not cancel before the free trial period ended or because they forgot to downgrade when their needs changed.

Who uses Hotjar and what they pay for

Hotjar attracts web designers, digital marketers, UX researchers, and small-to-medium business owners across Malaysia who need to understand user behaviour without writing code. The free plan covers up to 20,000 monthly sessions, unlimited heatmaps, session recordings, and 1 month of data storage, which suits many smaller websites and testing scenarios.

Paying subscribers upgrade for higher traffic limits, longer data retention (up to 12 months), unbranded feedback widgets, additional team seats, and advanced analytics features. The entry-level paid plan, Observe Plus, starts at approximately RM219.00 per month. Higher tiers move into custom pricing, which means you negotiate directly with the sales team for features and limits that match your exact needs.

Hotjar's cancellation setup in malaysia

Hotjar does not maintain a Malaysia-specific cancellation office or postal address. Instead, the company handles all cancellations through your online account dashboard, and support inquiries go to [email protected] via email. Hotjar describes support availability as 24/7, though response times may vary depending on your plan tier and the complexity of your issue.

When you cancel, Hotjar frames the action as a downgrade to its free Basic plan rather than a complete account deletion. This distinction matters because it affects your data retention, feature access, and refund eligibility. Understanding this language helps you navigate the cancellation process without confusion.

Hotjar pricing and what you are actually paying

Your Hotjar cost depends on which plan you choose and how many team members need access.

These prices are approximate conversions from Hotjar's global pricing, which is typically set in USD or EUR. Your actual charge will depend on current exchange rates and any local promotional offers Hotjar applies to your region. Always check your billing page inside Hotjar to confirm the exact amount in RM that you will be charged at renewal.

Why you might want to cancel Hotjar

You may have outgrown the platform, switched to a competitor, or simply realised you are not using the features you are paying for.

Common reasons malaysians cancel

• The monthly cost does not justify the insights you are actually gaining from session recordings and heatmaps.
• You have migrated to a different analytics tool that integrates better with your tech stack (such as Google Analytics or Fullstory).
• Your website traffic dropped, and you no longer need to track behaviour at scale.
• You signed up for a free trial and forgot to cancel before the paid subscription began.
• Your team structure changed, and you no longer need multiple seats or advanced features.
• You discovered that exporting your data from Hotjar is difficult, making you feel locked into the platform.

Signs you should keep or cancel

How to cancel Hotjar without getting billed twice

The cancellation process inside Hotjar takes 2-3 minutes, but several common mistakes can leave you facing unwanted renewal charges.

Steps to prepare before cancelling

Before you click any cancellation button, take these precautions to protect your data and billing.

1. Log in to your Hotjar account and navigate to your Billing section.
   • Click your profile image (top right corner).
   • Select "Billing" from the dropdown menu.
   • Note the exact date of your next renewal.
2. Confirm you are the Account Owner.
   • Go to "Team" or "Members" in your account settings.
   • Check whether your name appears with "Account Owner" or "Owner" status.
   • If you are not the Account Owner, contact the person who is and ask them to process the cancellation.
3. Export or screenshot any data you need to keep.
   • Download heatmap reports by opening each heatmap and selecting "Export" or "Download".
   • Save session recordings you want to reference later (click the recording, then look for a download or export option).
   • Screenshot your current plan page, pricing, and subscription status.
   • Keep copies of all billing invoices (available under Billing > Invoices).
4. Check how you originally subscribed.
   • Open Billing and look for information about payment method or subscription source.
   • Note whether you subscribed directly through Hotjar, via the Apple App Store, or through Google Play.
   • This affects whether you cancel inside Hotjar or through the app platform instead.

The exact web cancellation steps inside your Hotjar account

If you subscribed directly through the Hotjar website (not through an app store), follow these steps to downgrade to the free plan and stop all recurring charges.

1. Log in to Hotjar and click your profile image in the top right corner.
2. Select "Billing" from the dropdown menu.
3. Under "Subscriptions," find the subscription you want to cancel and click "Manage subscriptions."
4. Click "Change plan" next to the subscription line.
5. In the plan selection window, choose "Basic (free)" plan.
6. Click "Change plan" to confirm the downgrade.
   • Hotjar will show you a confirmation screen listing your current plan, new plan, and any pro-rata credit or final charge.
   • Review this summary carefully before confirming.
7. Complete the final confirmation by clicking the button that says "Yes, change to Basic" or similar wording.
8. You should receive an email confirmation within minutes listing your new plan and final billing date.

Warning: Hotjar refers to cancellation as a "downgrade," not a cancellation. If you see the word "downgrade" instead of "cancel," you are on the correct page. The downgrade to Basic is functionally equivalent to cancellation for billing purposes.

Pro tip: Take a screenshot of the final confirmation screen that shows your plan has been changed to "Basic (free)" and the date the change takes effect. This screenshot is your proof of cancellation if a charge appears on your next invoice.

If you subscribed through the apple app store or google play

If you originally signed up for Hotjar through an iOS or Android app, you must cancel through that app platform, not through the Hotjar website.

1. For Apple App Store subscriptions:
   • Open the App Store app on your iPhone or iPad.
   • Tap your profile image in the top right corner.
   • Select "Subscriptions."
   • Find Hotjar in the list and tap it.
   • Tap "Cancel Subscription" and confirm the action.
   • You will receive an email confirmation from Apple.
2. For Google Play subscriptions:
   • Open the Google Play app on your Android device.
   • Tap your profile image in the top right corner.
   • Select "Payments and subscriptions" > "Subscriptions."
   • Find Hotjar and tap it.
   • Tap "Cancel subscription" and follow the prompts.
   • Google will send you a confirmation email.

Warning: If you cancel only through the Hotjar website but originally subscribed via an app store, your subscription will still renew through that app store. You must cancel through both channels to stop all charges.

Understanding your refund rights and hotjar's money-back guarantee

Hotjar offers a 30-day money-back guarantee on all paid plans, but specific conditions apply.

When Hotjar will refund your money

You qualify for a refund if you meet all of these conditions:

• You are the Account Owner (not a team member).
• You request the refund within 30 days of your initial purchase or renewal charge.
• You have not exceeded your plan's usage limits during the refund window.
• You contact Hotjar support at [email protected] with your request and account details.

Hotjar processes refunds within 7-10 business days once you submit your request. The refund is credited back to your original payment method (credit card, debit card, or PayPal account depending on how you paid).

When Hotjar will not refund you

Refund requests are denied if you:

• Request a refund more than 30 days after the charge date.
• Are not the Account Owner of the subscription.
• Have already received a refund on the same subscription in the past.
• Cancelled but continued to use the paid features (such as custom attributes or advanced features).

If your refund request is denied, you can escalate the issue to Hotjar's support team by replying to the denial email with additional context about why you believe you deserve a refund.

Your consumer rights under malaysian law

As a consumer purchasing Hotjar in Malaysia, you have rights under the Consumer Protection Act 1999 and the Distance Selling Rules.

Key rights you have when buying online

• 14-day cooling-off period: You have 14 days from the date you receive the service to cancel without giving a reason, unless you expressly agreed that the service could begin immediately. Since Hotjar is a digital service, the 14-day period typically starts when you purchase, not when the service activates.
• Full disclosure: Hotjar must clearly display its full terms and conditions, including the price in RM, cancellation method, and billing frequency before you enter into a contract. If this information was hidden or unclear at the time of purchase, you may have grounds to demand a full refund regardless of the 30-day guarantee.
• No unfair contract terms: Any clause in Hotjar's terms that makes cancellation deliberately difficult, charges excessive penalties, or hides the cancellation method may be considered unfair under Malaysian consumer law. You can challenge such terms.
• Right to escalate: If Hotjar refuses your refund request without valid reason, you can lodge a complaint with the Ministry of Domestic Trade and Consumer Affairs (MDTCA) at [email protected] or call their hotline at 1-300-88-5959.

What to do if Hotjar refuses to refund you

First, reply to Hotjar's refusal email with a detailed explanation of why you believe you qualify for a refund. Include screenshots of your account, billing page, and cancellation confirmation. If Hotjar does not respond within 7 days, escalate as follows:

1. Contact the Ministry of Domestic Trade and Consumer Affairs (MDTCA) in writing.
   • Email: [email protected]
   • Phone: 1-300-88-5959 (9 AM to 5 PM, Monday to Friday)
   • Postal address: Ministry of Domestic Trade and Consumer Affairs, Block 2, Government Complex, Presint 2, 62572 Putrajaya, Malaysia
2. Provide the MDTCA with copies of your original purchase receipt, cancellation confirmation, and correspondence with Hotjar.
3. Describe clearly why you believe Hotjar violated the Consumer Protection Act 1999 or failed to honour its stated refund policy.
4. The MDTCA will investigate and may pursue enforcement action or help mediate a resolution.

What happens to your data after you cancel

Once you downgrade to the free Basic plan, your access to recorded data and advanced features changes immediately.

Data retention and what you lose

Hotjar deletes your recorded sessions, heatmaps, and feedback responses on a schedule determined by your plan:

• Basic plan: Data is retained for 30 days after capture, then automatically deleted.
• Observe Plus, Pro, and Enterprise: Data is retained for 90 days to 365 days depending on the plan.

When you downgrade from a paid plan to Basic, all data older than 30 days is immediately purged and cannot be recovered. This is why exporting your reports before cancelling is critical. Once deleted, Hotjar states that data cannot be retrieved, even if you try to re-upgrade within a few days.

Features you lose immediately after downgrading

Your Basic plan account remains active indefinitely, so you can always log back in to view your free features. However, any data older than 30 days will be gone, and you cannot exceed 20,000 sessions per month without upgrading again.

Common mistakes when cancelling Hotjar

Cancellation feels straightforward, but several avoidable errors leave Malaysians with unexpected charges and frustration.

Mistake 1: cancelling through the app instead of the web, or vice versa

If you subscribed on web but cancel on the app, or subscribed via app but cancel on web, the charges keep coming. Your payment method is linked to the platform where you originally subscribed, so you must cancel on that same platform. Always check your original receipt or email to confirm which platform you used.

Mistake 2: assuming "downgrade to basic" means your subscription is cancelled

When you downgrade to Basic, you are not cancelling your account. You are switching to the free plan, which means your account remains active and no charges occur. Many Malaysians wait for a "full cancellation" confirmation email that never arrives because Hotjar uses the word "downgrade" in all its messaging. If you see "Your plan has been changed to Basic (free)," that is your confirmation that billing has stopped.

Mistake 3: not checking your email confirmation immediately

Hotjar sends a confirmation email within minutes of your downgrade. If you do not receive it within 10 minutes, log back into the Billing section and verify that your subscription status now shows "Basic (free)." If it still shows a paid plan, the downgrade did not complete. Try the cancellation steps again.

Mistake 4: cancelling as a team member instead of the account owner

Only the Account Owner can cancel a subscription or request a refund. If you are a team member trying to cancel, your request will be rejected. You must ask the Account Owner to process the cancellation. This is particularly common in organisations where billing is handled by a different person than the one using the tool.

Mistake 5: not keeping proof of cancellation

If a charge appears on your invoice after cancellation, you need evidence that you cancelled on time. Save screenshots of:

• Your plan page showing the downgrade to Basic.
• The confirmation email from Hotjar.
• The exact date of the cancellation.

If Hotjar incorrectly charges you after cancellation, having these screenshots makes it far easier to request a refund and escalate through the MDTCA if needed.

Timeline: what happens after you cancel

Understanding the sequence of events after you cancel helps you know what to expect and when to follow up if something goes wrong.

Immediately after cancellation (0-10 minutes)

Your Hotjar account switches to the free Basic plan. The Billing page shows "Basic (free)" as your current plan. You should receive a confirmation email from Hotjar within a few minutes. If you do not see the email within 10 minutes, check your spam folder or log back into Billing to verify the downgrade went through.

Within 24 hours

Your paid features (extra team members, heatmaps beyond the free limit, advanced analytics) become unavailable. Your account is now limited to the free plan's capabilities. Any data stored beyond the 30-day retention window for Basic plans is permanently deleted during this period.

At your original renewal date

No charge appears on your credit card or bank account. Your subscription does not auto-renew because you are now on the free Basic plan, which has no recurring billing. This is the most critical day to verify that no surprise charge has occurred. Check your bank statement or credit card account closely.

30 days after cancellation

If you want to request a refund under Hotjar's 30-day money-back guarantee, this is your final deadline. Email [email protected] with your account details, the date you cancelled, and why you deserve a refund (if applicable).

If a charge appears after you cancelled

If Hotjar charges you despite your cancellation, do not delay:

1. Take a screenshot of the unexpected charge on your statement.
2. Email [email protected] with the subject line "Unexpected charge after cancellation" and include your account email and the charge date.
3. Request an immediate refund and ask why the charge occurred if you had already cancelled.
4. If Hotjar does not respond within 7 days, file a complaint with your bank or credit card company to dispute the charge.
5. If the bank does not resolve it, escalate to the MDTCA at [email protected].

Why stopee exists and how we help you cancel with confidence

Thousands of Malaysians subscribe to software and online services every month, and many discover that cancellation is far harder than it should be. Hidden cancellation links, unanswered support emails, automatic renewals without clear warning, and unclear refund policies create unnecessary frustration.

Stopee was built to change this. We research and document exactly how to cancel every major subscription service so you do not have to. Our guides include the precise steps, common mistakes, your consumer rights, and escalation paths if a company refuses to honour your cancellation request.

We believe you should have complete control over your money and your subscriptions. Whether you are cancelling Hotjar, a streaming service, a gym membership, or any other recurring charge, Stopee walks you through the process with clarity and confidence. Your time matters, and your rights matter.

Final checklist before you consider Hotjar cancelled

Use this checklist to confirm your cancellation is complete and no charges will appear in the future.

If all items are ticked, your Hotjar cancellation is complete. Going forward, monitor your bank statements for 2 billing cycles after cancellation just to be absolutely certain no surprise charges slip through.

Contact details and support information for Hotjar in malaysia

Hotjar does not have a physical office in Malaysia, so all support must go through their global channels.

How to contact Hotjar

• Email support: [email protected] (24/7, response times vary by plan)
• Help Centre: help.hotjar.com (self-service articles and guides)
• Billing inquiries: [email protected]
• Refund requests: Send to [email protected] with the subject line "Refund request" and your account email.

Hotjar company address (for formal complaints or legal notices)

Hotjar Ltd, Hotjar offices, Mrieħel, Malta, Europe. Hotjar does not maintain a Malaysian postal address, so formal complaints should be addressed through the MDTCA instead if you need to escalate.

If Hotjar does not resolve your issue

Escalate to the Ministry of Domestic Trade and Consumer Affairs:

• Email: [email protected]
• Phone: 1-300-88-5959 (9 AM to 5 PM, Monday to Friday)
• Postal address: Ministry of Domestic Trade and Consumer Affairs, Block 2, Government Complex, Presint 2, 62572 Putrajaya, Malaysia

Include your Hotjar account email, all correspondence with Hotjar, screenshots of any charges, and a clear description of the issue. The MDTCA has authority under the Consumer Protection Act 1999 to investigate and enforce resolution.

Summary and your next steps

Cancelling Hotjar is straightforward once you know the exact steps and the language Hotjar uses. You have the right to downgrade to the free Basic plan at any time, and Hotjar's 30-day money-back guarantee gives you additional protection if you change your mind within the first month.

Take the precautions we outlined: export your data, confirm your Account Owner status, downgrade through the correct platform, and save your confirmation email. Monitor your bank account on the renewal date to ensure no charge appears. If a charge does occur after cancellation, you have full consumer rights under Malaysian law to demand a refund and escalate through the MDTCA.

You are not locked into Hotjar. Whether you need to cancel because the cost is too high, you have found a better tool, or you simply no longer need the features, the process takes minutes and your rights are protected. Stopee has helped thousands of consumers cancel subscriptions with confidence, clarity, and control. Use this guide as your step-by-step companion, and you will cancel Hotjar without confusion or unwanted charges. Your billing is your responsibility, and you have the power to manage it exactly as you choose.