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Frequently Asked Questions
What's Monthly Active Users and how are they calculated?
Monthly Active Users (MAU) is the number of unique users who interact with your product where Jimo is installed during a given calendar month.
A user is counted as an MAU when the Jimo SDK loads on a page they visit — regardless of whether they see or interact with a specific Jimo experience (tour, tooltip, survey, etc.). Each unique user is counted only once per month, no matter how many times they visit or how many experiences they encounter.
What counts:
Any unique identified or anonymous user whose session triggers the Jimo SDK during the billing month. If a user visits your app 50 times in a month, they're still counted as 1 MAU.
What doesn't count:
Users who don't visit your product during that month are not counted. If you have 20,000 registered users but only 5,000 log in during a given month, your MAU is 5,000 — not 20,000.
Where to track it:
You can monitor your current MAU usage in real time from your Jimo dashboard. We'll also notify you if you're approaching your tier limit so there are no surprises on your bill.
What happens if I exceed my plan’s limit (exceed the MAUs allowed)?
If you exceed your plan, we'll keep all of your Jimo interactions running and somebody from our team will reach out about upgrading your account at your next billing cycle.
Do Jimo offer a free trial?
Absolutely, our 21 day trial offers full functionality. It’s free, no credit card is required. You can also try Jimo for free and use our Chrome extension to build and preview in-app interactions on your site.
Do I need a developer to get started?
Nope, you can test Jimo right away using our Chrome extension. A developer is only needed later if you decide to do a full integration with the JavaScript snippet.
What’s the cancellation policy?
You can cancel your plan anytime.
Do Jimo only work on web or also mobile?
Yes, we support every web-based app regardless of the user’s device. But we suggest you to create a separate segment for mobile users since the real estate is limited compared to desktop. Note: Currently we don’t support native iOS / Android apps, but it’s coming soon!
What payment methods do you accept?
We accept all major credit and debit cards. If your total is over $1,000, we can also arrange invoicing or bank transfer.
Is Jimo GDPR and SOC2 compliant?
Yes. Jimo is fully GDPR compliant. We process data in accordance with European data protection regulations, and we offer a Data Processing Agreement (DPA) to all customers upon request.
Regarding SOC 2, Jimo follows industry-standard security practices including data encryption in transit and at rest, access controls, and regular security reviews. SOC 2 Type II certification is available — contact our team for details and to request our latest security documentation.
We take data privacy seriously: Jimo only collects the data you explicitly configure it to collect, and you retain full ownership of your user data at all times.