For Hotjar customers whose Contentsquare account was created automatically and who received a notification about 30-day access to Contentsquare.
This FAQ covers everything you need to know about what’s changing for you, what to expect and what to do if you have questions.
Jump to the relevant section:
- Overview
- During the 30-day transition period
- Staying on Hotjar
- Pricing and billing
- Technical
- Account and Access
Overview
I received a notification in Hotjar about Contentsquare. What does it mean?
You now have access to your new Contentsquare account. It has been automatically created for you, and your Hotjar tracking code will start sending data into it. You have 30 days from the date of your notification email to explore Contentsquare alongside Hotjar.
At the end of the 30 days, your Hotjar subscription plan switches to the Contentsquare Growth plan, unless your Account owner opts out before the deadline shown in your notification email.
Your Hotjar account switches to read-only mode for 90 days. During this time, you can still access and view your Hotjar data, but no new data will be collected. After the 90-days, your Hotjar data will be deleted.
Why is this happening?
Hotjar has been part of Contentsquare since 2021, and the two products have now merged into one platform. Rather than maintaining Hotjar and Contentsquare separately, all Hotjar accounts are moving onto Contentsquare so every customer gets the full platform instead of a subset of it.
Contentsquare has features you know, like heatmaps, recordings, and surveys, and captures 100% of your total traffic to cover the entire customer journey. You’ll also gain capabilities Hotjar didn’t have on its own: journey analysis, funnels, error and performance monitoring, and AI tools like automotive summaries of your replays and heatmaps, and a chat interface for asking questions about your data in plain language.
Did Contentsquare buy Hotjar?
Yes, Contentsquare acquired Hotjar in 2021 to help businesses of all sizes deliver better experiences for their customers. The two products ran independently for a few years and have now merged into one platform, which is what this migration is. You can find out more here.
When will this happen to my account?
We’re rolling this out in phases, with the first group of customers being contacted from 26 August.
If your account is included, we’ll contact you directly and confirm when your 30-day transition period begins. Your account will move to Contentsquare at the end of that period unless your Account Owner opts out before the deadline shown in the email.
Some customers with more complex account setups may be contacted separately by their account team.
Do I need to do anything?
No action is needed for your account to move to Contentsquare.
Your Account Owner only needs to take action if they want to remain on Hotjar. In that case, they must opt out before the deadline shown in your email.
To start using Contentsquare, each user will need to log in and accept the Contentsquare terms the first time they access the platform. Your Hotjar account switches at the end of the 30-day period even if no one has logged in.
During your 30-day transition period
What is the 30-day transition period?
You get 30 days of access to Contentsquare running alongside your existing Hotjar account, at no additional cost. Both platforms collect data simultaneously during this period, so you can explore Contentsquare with your real data before committing.
At the end of the 30 days, your account switches to the Contentsquare Growth plan unless your Account Owner opts out before the deadline shown in your email
Do I need to install a new tracking code to start collecting data on Contentsquare?
No. Your existing Hotjar tracking code will be used to collect new data in both Hotjar and Contentsquare during the 30-day transition period.
Can I use both Contentsquare and Hotjar during the 30 days?
Yes. Both accounts are active and collecting data during the 30-day period. You can continue using Hotjar as normal while exploring Contentsquare.
If I create a new site in Hotjar during the 30-day period, will it appear in Contentsquare?
No, new sites created in Hotjar after your Contentsquare account has been created will not be added to Contentsquare automatically.
Can I upgrade or change my Contentsquare plan during the 30-day period?
No, your Contentsquare access during the 30 days is fixed. You can’t upgrade or change your Contentsquare plan during the 30-day period.
What features do I have access to on Contentsquare?
During the 30-days, you’ll have access to core Contentsquare Growth plan features including, but not limited to, Sense (Contentsquare’s AI), Zoning Analysis, Session Replay, and Funnels.
Opting out and staying on Hotjar
How do I opt out?
To postpone your move to Contentsquare, go to your Hotjar account and click the “learn more” button. Follow the steps to complete the process. Once you have opted out, we will send an email to confirm your decision. You will be removed from Contentsquare immediately, and your Hotjar experience and subscription will continue as normal.
What is the deadline to opt out?
Your account owner must opt out before the end of the 30-day transition period.
What happens if I opt out of Contentsquare
Your Hotjar account continues as normal with no changes. Any data collected in your Contentsquare account during the 30 days will be deleted within 90 days of your opt-out, in accordance with our terms.
Can I change my mind after opting out?
If you change your mind after opting out, please reach out to our Contentsquare Support team as soon as possible.
Can I go back to Hotjar after the 30 days?
No. Once the 30-day period ends without an opt-out, the switch is final. You can view and access your Hotjar data for 90-days.
What happens when you move to Contentsquare
What happens if I do not opt out before the deadline?
If your Account Owner does not opt out before the deadline, your Hotjar account automatically switches to Contentsquare the Growth plan at the end of the 30-day period.
At that point:
- Hotjar will stop collecting new data.
- Your Hotjar account will become read-only. You will be able to view your historical Hotjar data for 90 days.
- Your Hotjar account and all associated data will be permanently deleted at the end of this 90-day period.
- Your existing Hotjar sites will be available as Contentsquare projects and will remain included in your account for 12 months.
- Your Hotjar subscription will end.
- Your Contentsquare Growth plan will apply.
- Your first Contentsquare charge will be made at the end of your current subscription term, on your next renewal date.
What happens to my existing Hotjar sites?
Your existing sites will be available as projects in Contentsquare and will remain included in your account for 12 months.
After the 12 months, the standard limits and terms of your Contentsquare plan will apply.
Your historical Hotjar data, including data used for Heatmaps, Recordings, Funnels, and Dashboards, and saved analyses, will remain in Hotjar and won't transfer to Contentsquare. We recommend exporting anything you want to keep before the window closes. See How do I export my Hotjar data? for instructions.
What happens to my data suppression settings?
Your existing Hotjar data suppression settings, including element masking (e.g., data-hj-suppress), digit anonymisation, and page-level masking rules, will apply automatically to your Contentsquare project. No manual recreation of these settings is required.
Should I delete my Hotjar account if I'm happy with Contentsquare?
No, please keep your Hotjar account. Deleting it will stop your tracking from working in Contentsquare, even after you’ve switched over.
Pricing and billing
What happens to my Hotjar subscription and billing after my account moves?
Your Hotjar subscription and billing continue as normal during the 30-day transition period.
When your account permanently transitions to Contentsquare at the end of that period, you'll move onto the Contentsquare Growth plan for the remainder of your current Hotjar billing cycle - no additional payment will be processed.
Your first payment on the Contentsquare plan is only processed on your next scheduled renewal date - unless you choose to upgrade your Contentsquare plan before then.
From that point, you'll be billed through your Contentsquare account using your existing payment method, in line with your Contentsquare plan and pricing.
If your account owner opts out before the deadline, your Hotjar subscription will continue and your Contentsquare account and all associated data will be deleted, in line with our terms.
We'll confirm your price, billing date and any changes that apply before the transition takes place.
Will my price change?
Your price may change when your subscription moves from Hotjar to Contentsquare.
Your personalised email will show the Contentsquare Growth plan and price that applies to you. This is based on your observed traffic, the Contentsquare Growth plan you are being moved to, and the additional features available in Contentsquare.
You will have 30 days to explore Contentsquare before deciding whether to stay on Hotjar. During this time, your Hotjar subscription continues as normal and your Contentsquare account will not yet show subscription details.
During the 30-day window, your Account Owner can choose whether to stay on Hotjar or continue to explore Contentsquare and its broader capabilities.
If they choose to stay on Hotjar before the deadline, nothing changes and you will remain on your existing Hotjar plan.
If no action is taken before the deadline, your account will continue on Contentsquare after the 30-day window. Your billing date will stay the same, and any new price will apply from your next renewal date.
Once your new subscription is active on Contentsquare, your subscription details will be visible in Contentsquare.
What happens to my Hotjar auto-renewal?
Your subscription will be automatically moved to Contentsquare after the 30 days, and the next payment will be processed on your next scheduled renewal date, which will remain the same as your Hotjar renewal date.
If you had previously cancelled the automatic renewal of your Hotjar subscription, your Contentsquare subscription will not be automatically renewed and the cancellation will take effect from the end of your current billing cycle.
Your data
What’s the difference between Hotjar’s sampling and Contentsquare’s 100% data collection?
Hotjar uses dynamic sampling, typically reducing session capture automatically based on your traffic to stay within plan limits.
Contentsquare collects 100% of sessions for analytics, up to the limits of your Contentsquare Growth plan. This means the number of sessions shown in Contentsquare may be higher than in Hotjar. This difference is expected.
Session Replay has a separate allowance, so not every analytics session will necessarily have a replay available. Read Session Replay: sessions, replays, and plan limits for more information.
Can I create a new survey from both Hotjar and Contentsquare during the transition period?
You can continue to create and launch surveys as normal in Hotjar for the 30 days. Keep in mind that Contentsquare uses the term Voice of Customer (VoC) for surveys. During this transition, selecting Voice of Customer in Contentsquare will route you directly to the Surveys module in your Hotjar dashboard in a separate tab.
Will my surveys stop working when my account moves to Contentsquare?
Your Hotjar surveys will continue to be displayed while the 30-day period is active. When your account moves to Contentsquare, the Voice of Customer configuration and data will switch to Contentsquare as part of the move.
Will my historical Observe data be available in Contentsquare?
No, your historical Observe Hotjar data, including data used for Heatmaps, Recordings, Funnels, and Dashboards, and saved analyses, will remain in Hotjar and won't transfer to Contentsquare.
After your account moves, your Hotjar account will remain available in read-only mode for 90 days. You can continue to sign in and view and export your historical analytics data during this period. At the end of the 90 days, your Hotjar account and associated data will be permanently deleted.
We recommend exporting anything you want to keep before the window closes. See How do I export my Hotjar data? for instructions.
What happens to my Hotjar surveys and feedback data?
Your Hotjar surveys and feedback data will be transferred to Contentsquare when your subscription moves to Contentsquare at the end of the 30-day period.
Technical
Will my Content Security Policy (CSP) need updating?
During the move to Contentsquare, the tag is loaded from t.cs.hotjar.io and data is sent to subdomains within *.hotjar.io. This is different from *.hotjar.com.
If your CSP already allows *.hotjar.io through default-src, and you do not have more specific rules for scripts, connections, or images, no update should be required.
If your CSP defines any of these rules explicitly, add https://*.hotjar.io to the relevant directive:
script-src ... https://*.hotjar.io;
script-src-elem ... https://*.hotjar.io;
connect-src ... https://*.hotjar.io;
img-src ... https://*.hotjar.io;
To use Zoning or screenshot creation in Contentsquare, you will need to add https://app.contentsquare.com to the script policy.
If your site uses script-src-elem, add it there as well. This is required for the in-app Zoning experience, but it is not required for visitor data collection.
Will my IP blocking settings carry over to Contentsquare?
No, IP blocking settings won't carry over. You can manage IP address blocking in your Contentsquare account under Projects and users > IP blocking. Learn more about blocking IP addresses.
I use Hotjar integrations (Slack, Jira, etc.). Will these carry over?
We recommend planning to reconnect and reconfigure your integrations in Contentsquare after the 30-day period.
The Contentsquare Growth plan supports common integrations like Slack, Jira, Microsoft Teams, HubSpot, Google Analytics, and Mixpanel.
However, some Hotjar integrations or use cases are unsupported, including Webhooks, Zapier, Trello, Asana, Linear, Kissmetrics, sending Session Replay links to Slack, Microsoft Teams, HubSpot, or Zapier, and creating issues from Session Replay in Jira or other project-management tools.
We recommend checking the Contentsquare integrations catalog to reconnect tools. In your Contentsquare account, click the puzzle icon in the navigation bar to open it
I had keystroke capture enabled in Hotjar — will that carry over to Contentsquare?
No. Contentsquare does not capture keystroke data. Where Hotjar offered an option to allow keystroke recording, Contentsquare blocks all keystroke input by default — this cannot be enabled or overridden.
Any keystroke data collected in Hotjar prior to your move will remain accessible in your Hotjar account during the 90-day post-move period, but no new keystroke data will be collected once you move to Contentsquare.
In Hotjar I could exclude sessions shorter than 30 seconds — will Contentsquare do the same?
This setting isn't available in Contentsquare. All sessions, including those under 30 seconds, will be captured and will count toward your session quota.
I used targeting rules in Hotjar to control when session capture starts — will these carry over to Contentsquare?
It depends on the type of targeting rule:
- URL targeting rules will be carried over. You'll be able to view and edit them directly in the Contentsquare settings.
- Event-based targeting rules will not be carried over. Contentsquare doesn't support this yet, but we're actively working on it and plan to guide you through setup when it's ready.
Will my website have new cookies after moving to Contentsquare?
Yes. Once the Contentsquare tag is live on your site, you'll have cookies from both the Contentsquare (cs*) and Hotjar (_hj*) cookie families running in parallel during the move period.
Do I need to update my cookie banner or CMP?
Yes — this is an important step. The Contentsquare tag does not automatically read or inherit your existing cookie banner or Consent Management Platform (CMP) configuration. You'll need to manually add the new Contentsquare cookies to your cookie manager to ensure your site stays compliant. We recommend doing this as soon as you can.
Account and Access
I am not the Account Owner. What should I do?
Only your Account Owner can decide whether to stay on Contentsquare or choose to stay on Hotjar. If you have questions about your account's move to Contentsquare, contact your Account Owner. You can find out who your Account Owner is by signing into Hotjar and going to the Team page.
How do my team and I log into our Contentsquare account?
All users on your Hotjar account will be given access to Contentsquare and will receive login instructions.
You can log in using your existing Hotjar credentials. The first time you log in, you’ll be asked to accept the Contentsquare terms.