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Manage Account, Subscription & Billing

Updated over a month ago

This resource is designed to help you easily manage your account, subscriptions, billing, and team access within the Heatmap platform. Whether you’re updating personal details, inviting team members, adjusting your subscription plan, or handling payments and invoices, this guide provides clear, step-by-step instructions and helpful notes. Our goal is to ensure you have all the information you need to manage your Heatmap account with confidence and efficiency.

Quick Links

Account Management

Updating Account Details

Update your account information

  1. Log in to your Heatmap account using your registered email and password.

  2. From the dashboard, click your account name in the lower left corner.

  3. Select Profile (highlighted in green).

  4. Under Account Settings, you’ll see tabs for My Account, Managed Accounts, My Team Members, etc.

    My Account lets you update:

    • Full name

    • Username

    • Email address

    • Phone number

    • Billing address

  5. After making changes, click Update. You’ll see a success message confirming your update.

Change Your Password

  1. Go to the My Account tab and select Change Password.

  2. You’ll receive a verification code (OTP) in your email. Enter this code to initiate the reset process.

  3. Enter your new preferred password, then enter it again to confirm on the second tab

  4. Confirm this by clicking ‘Reset Password’ before

  5. Once successful, you’ll see a confirmation message.

Note: For extra security, you can enable Two-Factor Authentication (2FA). This requires both your password and an authenticator app code when logging in.

You can also update company information (such as company name or registered email) under the Profile Details section.

Adding Team Members

If you’re an agency or account owner, you can invite teammates to your Heatmap workspace.

Add a new member

  1. Go to My Team Members in the Accounts menu.

  2. Click Add Team Member.

  3. Enter the teammate’s full name, email address, and an optional message.

  4. Choose their access level (Read or Write):

    • Read: Can view dashboards and reports only.
      ​

    • Write: Can view and edit data, download invoices, invite other members, etc.
      ​

  5. Select which websites they should have access to (useful if you manage multiple sites or clients).

  6. Click Add Member.

The teammate will get an email invitation. Their status will appear as Pending until they accept. Once they join, their status changes to Active.

Managing & Removing Team Members

  • You can see all active and pending invitations under My Team Members.
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  • To update a member’s role, click the Actions icon, choose the desired team member, and adjust their access permission level.

    • You'll be able to choose either of the following access permission levels:

      • Read: Can view dashboards and analytics. Cannot make changes, invite teammates, or view billing details.

      • Write: Full access to dashboards, analytics, billing, and ability to manage teammates.
        ​

  • To remove a teammate, choose Remove User. You’ll be asked to confirm, as this action cannot be undone. Once confirmed, the teammate is permanently removed from your workspace.

Subscription Management

Checking Your Current Plan

You can view all your subscriptions and their status in one place.

  1. Log in to your Heatmap account.

  2. Click Settings from the lower-left corner of the dashboard.

  3. Select Subscriptions (4th option in the Side Menu to your left).

Here you’ll see:

  • All your websites, whether active or cancelled.

  • Start date (when the subscription began).

    • For cancelled sites, the start dates are updated when the cancelled site is reactivated. If a subscription was cancelled and later reactivated, you’ll see the start date of the new subscription.

Note: Currently, plan pricing only appears when choosing the Reactivate Subscription button.

Changing Plans

You can adjust your Heatmap subscription at any time.

  1. Go to Settings > Subscriptions.

  2. Find the site you want to update and click the Options (⋮) menu.

  3. Select Change Plan.

  4. A window will show with the option to select the desired plan with your appropriate revenue tier.

  5. Choose Monthly or Yearly billing when the preferred plan has been selected.

  6. Confirm the change. You’ll see a success message at the bottom left corner of the screen.
    ​

    Note: If the dashboard doesn’t update immediately, refresh the page to see the new status.

Cancelling Your Subscription

To pause or cancel your Heatmap subscription:

  1. Go to Settings > Subscriptions.

  2. Find the site you want to cancel, then click the Options (⋮) menu under the Actions column.

  3. Select Cancel Plan.

  4. A confirmation message will appear, where you can then click Confirm Cancellation.

    1. If you just activated the subscription, cancellation is immediate.

    2. If you’ve been active for a while, you may be asked for feedback prior to confirming your cancellation.

    After cancellation, you’ll keep access until the end of your billing period or trial, but you won’t be charged again. Even though your subscription might be cancelled, you'll still have access to your data for the duration of time defined by your plan.
    ​

Reactivating a Subscription

You can restart a cancelled subscription anytime.

  1. Go to Settings > Subscriptions.

  2. Find the cancelled site and click the Options (⋮) menu.

  3. Select Reactivate Subscription.

  4. A confirmation window will show your plan name, price, and tier. Click confirm.

  5. You’ll see a success message once the subscription is active again at the lower left corner.
    ​
    ​⚠️ Important: If your site was inactive for a while, the system may assign a new Site ID. Always reinstall the latest snippet from your account to ensure tracking works correctly. Even if the Site ID doesn’t change, it’s best practice to copy and reinstall the most up-to-date snippet from Heatmap. This prevents tracking issues due to code updates.

Billing and Payments

Adding or Updating Payment Methods

You can manage your payment methods directly in your Heatmap account.

  1. Log in to your Heatmap account.

  2. Go to Settings (bottom-left corner of the dashboard).

  3. Select Payments.

  4. Under the Methods tab, you’ll see your saved cards.

To Add a New Card

  1. Click Add Payment Method.

  2. Enter your card details (Visa, Mastercard, or American Express).

  3. If the card is valid, you’ll see a confirmation message.

  4. You can tick Make Default if you want this card used for all future payments.
    ​

To Update a Card

  1. Find the card under the Methods tab.

  2. Click Edit to update details like expiration date or ZIP code.

  3. Save changes. You’ll get a notification confirming the update.

  4. If you only have one card, it will automatically be your default.
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To Remove a Card

  1. Open the Edit menu on the card.

  2. Choose Remove.
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    Remember: if you only have one card, you must add a new one first before removing it.

Viewing Invoices & Receipts

All invoices linked to your subscriptions are available in your account.

  1. Go to Settings > Payments.

  2. Under the Payments tab, you’ll see a list of invoices by date and amount.

  3. To get a copy, click Download and an invoice will be saved to your device.
    ​
    ​Note: Receipts are not automatically issued through the platform. If you specifically need a receipt, you can request one from Support at support@heatmap.com.

Checking Payment History

Your full billing history is shown under the Payments tab in Settings.

You’ll see:

  • The date of each transaction.

  • The amount charged.

  • The subscription linked to the payment.

This helps track which websites or plans were billed and when.

Payment Failures

Payments may fail for several reasons:

  1. The card is invalid.

  2. Insufficient funds.

  3. The card has been restricted by the bank.
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What Happens When a Payment Fails

  • The system will retry charging your card automatically every 2 days.

  • It will attempt up to 5 times.

  • If all retries fail, your subscription will be paused, and tracking will stop.
    ​
    ​Note: This may look like your Heatmap snippet isn’t working, but often it’s linked to billing. Support can check logs on the backend to confirm if tracking stopped because of failed payments.

Discounts and Partnerships

Heatmap offers limited discounts and partnership programs to maximize your value.

Annual Plan Discounts

For long-term savings, Heatmap offers a 25% discount on annual plans when paid upfront. These discounts can also stack for clients part of our Agency Partner Program, allowing partners to maximize value while providing flexible pricing options for their clients.

Agency Partner Program

Heatmap offers an Agency Partner Program designed for agencies managing multiple clients. Agencies can receive a 15% month-to-month discount, which can either be retained or passed along to clients.

For more information on annual plan discounts or how to become a partner, please reach out to marko@heatmap.com.

Refunds

At Heatmap, our goal is to make sure you’re happy with your experience. If something doesn’t go as expected, whether it’s a billing error, a cancellation issue, or you feel you haven’t received the value you were hoping for, our Customer Support team will review your request. Refunds are typically limited to recent charges and, once approved, may take 5–15 business days to appear in your account, depending on your bank or card provider. You’ll receive a confirmation with the refunded amount and the date of the original charge. To get started, please reach out to support@heatmap.com.

Have further questions?

Reach out to our Customer Support team at support@heatmap.com, and we're more than happy to help.

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