Smartlook

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Smartlook is a SaaS product analytics and user behavior analytics platform that provides session recordings, heatmaps, event tracking, funnels, and other tools to help companies understand how users interact with their websites and mobile apps.

Brno, Czech Republic
smartlook.com
Owned by Cisco Systems, Inc.

About Smartlook

Smartlook is a software-as-a-service (SaaS) product analytics and user behavior analytics platform based in Brno, Czech Republic. It offers tools such as session recordings, heatmaps, event tracking, funnels, error tracking, and retention analysis to help companies understand how users interact with their websites, web apps, and mobile apps. Smartlook is typically used by product teams, UX researchers, marketers, and developers to diagnose issues, optimize conversion funnels, and improve overall user experience. Accounts are created and managed online at smartlook.com, and the service is sold on a subscription basis to businesses of all sizes worldwide.

A Smartlook charge may appear on your bank or card statement when your company pays for a subscription plan or upgrades from a free or trial account to a paid plan. Charges are usually billed monthly or annually in advance, depending on the plan you selected during signup. You might also see a Smartlook charge after a free trial ends, when adding extra capacity or features, or when switching from a lower to a higher plan mid-cycle (prorated amounts may apply). In some cases, a small temporary authorization or a low-value test charge may appear when you first add or update a payment card, which is then reversed by your bank.

If you’re unsure about a Smartlook charge, start by logging into your workspace at app.smartlook.com (or via smartlook.com) using the email address that may be associated with your company’s analytics account. Check the Billing or Subscription section to see your active plan, billing history, invoices, and the last payment charged to your card. If you still have questions, you can contact Smartlook support through the in-app chat or via the contact form at smartlook.com/contact, including the last four digits of the card, the exact amount, date of the charge, and any reference number from your statement. Avoid disputing the charge with your bank until you’ve confirmed whether someone in your organization (for example, a colleague or agency) set up the account, as this is a common cause of “mystery” Smartlook transactions.

Bank Statement Variations

1 known variations

These are the raw merchant codes that appear on bank and credit card statements that we've identified as belonging to Smartlook.

  1. SMARTLOOK \Milady Horakove 13 \BRNO \060

Frequently Asked Questions

Why do I see a charge from SMARTLOOK or SMARTLOOK.COM on my bank or card statement?

This charge is usually related to a Smartlook subscription for product and user behavior analytics on a website or mobile app. It often appears with descriptors like “SMARTLOOK.COM,” “SMARTLOOK*SUBSCRIPTION,” or similar. The payment is typically for a monthly or annual plan tied to your company’s Smartlook workspace. Check internally whether your product, UX, or marketing team uses Smartlook before assuming the charge is unauthorized.

What are Smartlook’s typical subscription prices and billing cycles?

Smartlook offers multiple tiers, commonly including a free plan with limited events/session recordings and paid plans that scale based on usage (for example, the number of sessions, events, or data history). Paid plans are usually billed monthly or annually in advance, with annual billing often discounted compared to monthly rates. Because pricing and packaging can change, the most accurate and current prices are always listed on smartlook.com/pricing, and your specific charges will be reflected in the Billing section of your account.

Why was I charged by Smartlook after a free trial or when I thought I was on a free plan?

If you entered payment details during signup for a paid trial, Smartlook may automatically start a paid subscription at the end of the trial unless you downgrade or cancel before the trial expires. In some cases, users think they are on the free plan but have exceeded free limits or enabled paid features, which can trigger a plan upgrade. Log into your Smartlook account, go to Billing/Subscription, and check your current plan, renewal date, and any recent plan changes. You can downgrade to a free or lower plan there if your needs have changed.

How do I cancel or downgrade my Smartlook subscription so I stop getting billed?

To cancel or downgrade, log in to your Smartlook workspace as an owner or billing admin, then go to Settings or Billing/Subscription from the main menu. There you can change your plan, downgrade to a free tier (if available), or cancel auto-renewal for your paid subscription. Once you cancel, you’ll usually retain access to your paid features until the end of the current billing period, after which your card will no longer be charged. Make sure you receive and save a cancellation confirmation email for your records.

How can I get an invoice, receipt, or more details about a specific Smartlook charge?

Invoices and receipts are available directly in your Smartlook account. Log in, navigate to Billing or Invoices, and you’ll see a list of past payments with downloadable PDFs that include the amount, currency, billing period, VAT/company details, and payment method. If you can’t access the account but have a charge on your card, contact Smartlook support via smartlook.com/contact with the exact amount, currency, date, and the last four digits of the card so they can help locate the corresponding account.

Does Smartlook place small authorization holds or test charges on my card?

When you add or update a payment card, Smartlook’s payment processor may place a small temporary authorization (often $0, $1, or a similarly low amount in your local currency) to verify the card’s validity. This is not an actual charge and should automatically disappear or be reversed by your bank within a few business days. If it remains pending for longer than your bank’s normal timeframe, contact your bank for clarification and check your Smartlook Billing page to confirm that no real payment was captured for that amount.

How do I request a refund for a Smartlook subscription charge?

Smartlook’s standard policy is to bill in advance for monthly or annual periods and generally not offer automatic refunds for unused time, but exceptions may be considered case by case (for example, duplicate charges or clear billing errors). To request a refund, contact Smartlook support through the in-app chat or via smartlook.com/contact, and provide your workspace URL, invoice number, and a short explanation of the issue. The support team will review your request and let you know whether a partial or full refund is possible under their current terms.

What if I don’t recognize the Smartlook account but see repeated monthly charges?

Recurring Smartlook charges you don’t recognize are often tied to an account created by a colleague, contractor, or an agency managing your website or app analytics. First, ask your internal product, marketing, or development teams if anyone uses Smartlook and can access the Billing page to manage or cancel the subscription. If no one claims the account, contact Smartlook support with the transaction details; they can help identify the workspace linked to your card and guide you through verifying your ownership and stopping future charges.

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