Hotfrog help

What is Hotfrog?

It's a place for you, the small business owner, to tell the world what you do differently.

A Hotfrog profile is a tool for you to create demand for your business. Say exactly what's different about your products and services, add images, create coupons and put your business' unique approach and personality in front of people searching online. So if you consider service to be more than just delivering something on time, Hotfrog can help you stand out to potential customers.

Hotfrog began in 2006 as three people and an idea, and has grown through experimentation and perseverance. Today Hotfrog is in 38 countries, and helps 69 million businesses reach new customers globally.

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Does Hotfrog include profiles from outside the US?

Hotfrog.com only features profiles for US businesses. Hotfrog does have individual websites for many other countries. Check to see if yours is below:



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Is Hotfrog really free? What's the catch?

A Hotfrog profile is absolutely free. Hotfrog provides its customers an upgraded paid option, Hotfrog AdVantage, but there is no obligation to signup at any time.

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Can I email a business appearing on Hotfrog?

If a business has included email as a contact option you'll find a link called 'Email' on their profile, so it's easy for you to email them directly. If there's no email link, give them a call or follow the links to their business website.

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I've forgotten my password, how do I login?

Just click on 'Login', then 'Forgot your password'. Enter your email address and a new password will be emailed to you.

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Why can't I login?

There are a few possible reasons:

  • There may be a misspelling in your email address or password;
  • You may not be using your administrator's email address, the one connected to your profile.

If none of these apply, please contact Hotfrog describing the problem in detail and including any error messages displayed on the screen.

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Where did Hotfrog get my business profile?

There are several sources from where Hotfrog may have obtained the details of your business. The details may have come from publicly available records, from websites or from commercial data suppliers. Often, a profile will be pulled together by Hotfrog from a combination of sources. You can, of course, create your own business profile.

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What steps does Hotfrog take to adhere to relevant privacy codes of conduct?

There are currently Hotfrog websites in 38 countries and, of course, each of those countries has its own privacy code. Hotfrog's legal team goes to considerable lengths to understand the business' responsibilities regarding data security and privacy.

We aim to follow best practice in each country to ensure all data is handled appropriately.

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How can I change or delete the information Hotfrog has about my business?

If at any time you wish to change personal information that is inaccurate or out of date, please contact Hotfrog by emailing Hotfrog Privacy Officer at legal@Hotfrog.com.au. If you wish to have your personal information deleted, please let Hotfrog know by emailing the same address. Hotfrog takes all reasonable steps to change or delete information in response to such a request. If there is a reason that Hotfrog cannot make that change or deletion, Hotfrog will inform you of that reason.

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How do I appear higher in Hotfrog search results?

The search result order is worked out first by a profile's ranking and then by alphabetical order if all rankings are equal. Rankings are based on several things, including how closely the keywords in your profile match the words entered into the search, and how new the information is on the profile. A complete profile as well as regular updates about your business will help you compete in the rankings on Hotfrog:

  • Add a detailed business description
  • Add your business website
  • Add pages on all your products and services
  • Add new business information regularly
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Why doesn't my email address show on my business profile?

To protect you from spam your email address isn't displayed publicly. Instead we show a link which people click on to email your business. To check or update this email address, go to your profile page and click on 'Update now'. Follow the instructions and you'll be given administrator access, connecting you to your profile.

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What's the difference between a business email and an administrator's email?

The business email is the one you have elected for potential customers to contact you on. Your administrator's email is the address you use to login to your profile and is where Hotfrog will send your reports. You can decide to use the same email address for both.

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Can my profile be associated to more than one administrator?

Yes it can. Go to your profile and click on 'Update now'. Follow the instructions to join Hotfrog and a verification email will be sent to the original administrator's email address. Only the current profile manager can grant administrator's access to another email address.

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How do I add my business details?

On every page, you'll find an 'Add your business' link. Click on it and follow the steps, including the verification of your email address. Complete your profile up to 100%, describing your business the way you want to. Your profile will be live before the end of the day.

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How do I update and edit my business details already featured on Hotfrog?

Go to your profile page and click on 'Update now'. Follow the instructions and you'll be given administrator's access, connecting you to your profile. Login anytime to make further changes or check reports.

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I have added my business profile on Hotfrog but I can't login to edit it.

When you add your business profile on Hotfrog, an email is sent to your administrator email address for validation. This email contains a link which you have to click on, you will then be given access to login to the dashboard where you can make edits. To ensure that you receive this email. Please add '@hotfrog.com.au' to your safe senders list and check your junk mail box to see if the email is there. If you still don't receive the validation email, please contact Hotfrog.

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Can I change my business description?

Yes, once you have administrator access you're connected to your profile. Login to your profile and on the dashboard scroll down to 'Business description'. Click on 'Edit' and start typing.

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What makes a great business description?

One that tells searchers exactly what you do and gets your expertise across, so they know you're the right person for the job. Make it simple, describing what you do the same way you would to someone you met for the first time. Use the description to tell the world what you do differently.

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How many products and services can I add to my profile?

The more unique and different pages the better. Your profile is your place online, so each product or service should have its own page in your profile. Just login to your profile and on the dashboard scroll down to 'Products and services'. Click on 'Add more products and services', keep on adding til you've covered everything you offer. If you sell it, people are searching for it.

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What's the advantage of more product and services pages?

Search engines are always looking for new information to include in search results. The more relevant pages you have the more likely they are to reach searchers looking for your products. The pages are an opportunity for the freshest news, information and products to be found online. Create a unique page for each of your products and services rather than a single summary of everything you offer on one page.

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How do I add news and updates?

Login to your profile and in the dashboard scroll down to 'News and updates'. Click 'Add more news and updates'. Type in your news and click 'Submit'.

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What should I add as news and updates?

Anything new and improved about your business that's of interest to potential customers. It could be a new product, extended trading hours, a new store, a new manager, a new brand in stock, or something you're doing better than the competition. News and updates give search engines something new to find and can improve your ranking on Hotfrog.

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What if I don't want to display my address?

A full address isn't mandatory. However, we do recommend you include as many details as possible. If you don't wish to disclose your street address (i.e. you work from home) you can leave this field blank. You will still need to provide a city, Zip Code and state as these fields are mandatory requirements and will indicate a more general location in the map.

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How can I change the map in my profile?

Please note that the map that appears in your profile is automatically generated by Google maps. However, you are able to move the red pointer by logging into your profile and going to the 'Edit business details' section and dragging the pointer on the map to the desired location.

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How do I submit a complaint?

If you have an issue you'd like to share, contact Hotfrog. Describe the problem in as much detail as you can and the Hotfrog customer service team will reply to you shortly.

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How do I report profile mistakes on Hotfrog?

If you see any incorrect details contact Hotfrog. If you have the correct information, please send it through. Or just describe the mistake and the Hotfrog team will get back to you shortly.

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What does an error message mean?

Usually it's just a one off glitch on the website and it will fix itself if you go back to the homepage and start again. If you find the same error message appearing regularly, then contact Hotfrog. Try to describe when the message occurred and include the actual error message if you can. The Hotfrog customer services team will investigate and reply to you shortly.

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How do I remove my free profile?

Your profile is placing your business in front of potential customers right now, not just on Hotfrog but on other search engines too. If you do want to leave though, login and click on 'My account' once you've logged into the dashboard. From there click on 'Remove your free profile' and follow the instructions.

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Can I talk to someone at Hotfrog via phone?

Hotfrog does not have a call center facility, however our Customer service team can be easily reached via the online contact form provided in the Hotfrog site. The team aims to respond within 48 hours (excluding weekends) of receiving the inquiry.

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Does Hotfrog provide my information to telemarketers?

Hotfrog does not use telemarketing with our customers nor do we sell your contact details without your explicit permission to any third parties for telemarketing or any other purpose. We are actively trying to block (technically) and discourage (through direct communication) telemarketing companies from this intrusive practise and we will be putting in place more overt tools to help our customers discourage telemarketers in the near future.

Our Customer service team is based in Sydney, Australia. Hotfrog does not make outbound calls to customers as we do not have a sales team for Hotfrog - any communication is done via email. We have heard reports of online media companies scanning the Hotfrog homepage for new potential sales leads. They then call newly added or updated businesses and try to sell them advertising - Hotfrog does not support this behavior and these companies are not affiliated to Hotfrog in any way. It is difficult to prevent this from happening as the contact phone number is publicly visible to anyone. Email addresses cannot be seen by third parties - this is to protect your email from spammers. These sales people will generally stop calling after a couple days.

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Who can add reviews, ratings and comments on Hotfrog?

Anyone can add reviews, ratings and comments on existing business profiles on Hotfrog. Businesses profiled on Hotfrog can receive unlimited reviews and ratings, but a reviewer may only add one review per business. More than one comment can be added per business.

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How do I add a review on Hotfrog?

You’ll find a ‘Customer reviews’ section on each business profile where you’ll need to add a rating (out of five stars), a summary and a detailed review. Once you’re happy with the review, click ‘Post’. You’ll then be prompted to log into your preferred social media profile before the review will be published. Please note you cannot make any edits to the review after you’ve posted it.

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How do I add a comment on Hotfrog?

Comments can be added in response to a review or added to any products and services, news and updates or best work articles.

To add a comment in response to a review, you’ll find a ‘Comment’ button under each review posted. Simply type your comment and click ‘Post’. You’ll then be prompted to log into your preferred social media profile before the comment will be published. Please note you cannot make any edits to the comment after you’ve posted it.

To add a comment to a products and services, news and updates or best work article, you’ll find a ‘Post a new comment’ section on each article. Simply type your comment and click ‘Post’. You’ll then be prompted to log into your preferred social media profile before the comment will be published. Please note you cannot make any edits to the comment after you’ve posted it.

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Why do I have to log in before I post a review or comment?

You’re asked to log into your preferred social media profile before posting a review so that Hotfrog can ensure that all reviews are posted by real people and not by automated software. This will help reduce spam on Hotfrog as well as helping businesses to start a conversation with their customers.

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Can I add a review or post a comment anonymously or choose the name displayed on my review/comment?

You cannot add a review or post comments anonymously, nor choose the name you’d like to display. When adding reviews, ratings and comments on Hotfrog, you’ll be asked to log into Hotfrog via your preferred social media profile. Hotfrog will publish the name associated with that particular social media profile, real name or alias, and profile image alongside the review, rating and/or comment.

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I have a negative review/comment on my business profile, what should I do?

Please refer to this article on the Hotfrog Small Business Hub on tips to help you deal with negative reviews/comments.

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Why do I want to have reviews on my business profile?

Reviews from clients or opinions posted by consumers online are the most trusted forms of advertising. Please refer to this article on using reviews and comments on Hotfrog to start a conversation with customers.

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How do I make a complaint about a review or comment?

If you believe a review is inappropriate or in breach of our review, ratings and comments guidelines (detailed below), please contact the Hotfrog team via the Contact us form. Please provide as much information as possible, including the business name and the web link on which the content appears.

The Hotfrog team will assess the complaint. If the material is deemed to be an infringement of the guidelines, it will be removed, otherwise it will remain on Hotfrog.

The Hotfrog team’s decision is final and once a decision is made no further correspondence will be entered into.

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I posted a review/comment which I’d now like to change/delete. What do I do?

The Hotfrog team will not enter into any communications regarding the removal of reviews, ratings and comments or the blocking of website users unless they are replying to a specific complaint (see above). But if you feel that you’ve posted a review/comment which can lead to a complaint, please contact the Hotfrog team via the Contact us form. Please provide as much information as possible, including the business name and the web link on which the content appears.

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Can I post reviews on my own business profile?

Hotfrog recommends that you/or your employees do not post reviews on your business profile as reviews are supposed to come from customers who have used your business and should be genuine and truthful. If you have existing customer testimonials that you’d like to add onto your profile, the best way is to ask those customers to post their reviews directly on Hotfrog. As each reviewer can only add one review per business, you will not be able to post multiple reviews on your customer’s behalf.

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I have a business profile on Hotfrog, but can I also add reviews on other business profiles?

Yes. Hotfrog understands that business owners are also consumers in their own right so you are able to add reviews on other profiles. The limit of one review per business applies to all reviewers. However, Hotfrog will remove reviews and comments that appear to be written by a competitor, particularly where the review/comment is negative.

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How can I get more people to add reviews on my business profile?

Please refer to this Hotfrog Small Business Hub articles on tips to encourage customer reviews.

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Will I be notified when a new review is added to my business profile?

Hotfrog advises business owners to regularly check their Hotfrog profile, as businesses are not notified when a new review, rating and/or comment is published.

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