Historical record of incidents for Hotjar
Report: "Survey changes are not saving correctly"
Last updateWe’ve validated the deployed fix has worked, and we’re closing this incident. Thanks so much for bearing with us while we investigated and resolved this! We’re sorry for the trouble as well. If you don’t think the incident is resolved, or you’re still seeing problems on your end please raise a ticket through our Help Center: https://help.hotjar.com/hc/en-us/requests/new Thanks!
We’ve identified the root cause of the incident. We’re working on developing a fix and hope to share more news soon. We’ll post another update to this page once we’ve deployed the fix, and we move on to monitoring it to check it’s resolved the fault. Thanks for bearing with us.
We’ve declared an incident to investigate reports of Surveys not activating/deactivating, and other changes to the Survey settings not being reflected on customer websites. We’ve formed an incident response team and they’re investigating this together. We’ll post further updates to this incident report when we have them, but in the meantime, we’re sorry for the trouble. Thanks a lot for bearing with us!
Report: "Survey changes are not saving correctly"
Last updateWe’ve identified the root cause of the incident. We’re working on developing a fix and hope to share more news soon.We’ll post another update to this page once we’ve deployed the fix, and we move on to monitoring it to check it’s resolved the fault.Thanks for bearing with us.
We’ve declared an incident to investigate reports of Surveys not activating/deactivating, and other changes to the Survey settings not being reflected on customer websites. We’ve formed an incident response team and they’re investigating this together.We’ll post further updates to this incident report when we have them, but in the meantime, we’re sorry for the trouble. Thanks a lot for bearing with us!
Report: "Hotjar.com did not capture data for some users on free plans between Jan 22-Feb 28"
Last updateWe've resolved an issue! hotjar.com is back up and running. Thank you for your patience! If you’re still seeing problems on your end please raise a ticket through our Help Center: https://help.hotjar.com/hc/en-us/requests/new. Thanks!
Report: "Hotjar.com down for some users"
Last updateWe've resolved an issue where hotjar.com was down for some users. This did not affect Insights nor data collection. hotjar.com is back up and running. Thank you for your patience! If you’re still seeing problems on your end please raise a ticket through our Help Center: https://help.hotjar.com/hc/en-us/requests/new. Thanks!
Report: "Hotjar.com down for some users"
Last updateWe've resolved an issue where hotjar.com was down for some users. This did not affect Insights nor data collection. hotjar.com is back up and running. Thank you for your patience! If you’re still seeing problems on your end please raise a ticket through our Help Center: https://help.hotjar.com/hc/en-us/requests/new. Thanks!
Report: "Surveys not recording impressions metric"
Last updateWe’ve deployed the fix we mentioned earlier, and we’re closing this incident. Thanks so much for bearing with us while we investigated and resolved this! We’re sorry for the trouble as well. If you don’t think the incident is resolved, or you’re still seeing problems on your end please raise a ticket through our Help Center (https://help.hotjar.com/hc/en-us/requests/new). Thanks!
We’ve identified the root cause for the incident! We’re working on developing a fix and hope to share more news soon. We’ll post another update to this page once we’ve deployed the fix, and we’re monitoring it to check it’s resolved the fault. Thanks for bearing with us!
We’ve declared an incident to investigate reports of surveys not recording the impressions metric, which, in turn, affects the other Overview metrics. We’ve formed an incident response team and they’re investigating this together. We’ll post further updates to this incident report when we have them, but in the meantime, we’re really sorry for the trouble with your stats. Thanks a lot for bearing with us!
Report: "Unable to verify tag installation"
Last updateThis incident is now resolved. Thanks for bearing with us!
We're investigating an issue with being unable to verify tag installation. Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com. Thanks for bearing with us!
Report: "Ask Tools Temporarily Unavailable"
Last updateThis incident is now resolved. Thanks for bearing with us!
After further investigation, our team detected the following impact: - Survey screenshots were not captured - User attributes in Survey responses were not captured - Sentiment analysis could not run (it can be re-ran now) - Automated tags did not run (they can be re-ran now) - Surveys' integrations with Slack/MS Teams/Zapier/Webhooks did not run The timeframe for this impact was Jan 20 ~00:00 UTC to Jan 20 ~7:15 UTC. We're really sorry for the trouble. We're monitoring the situation to ensure everything is back to normal.
We've deployed a fix for this issue and are monitoring the situation to ensure everything is back to normal.
We've identified an issue that causes the Surveys to be temporarily unavailable. Our engineers are working to fix the issue ASAP. Thanks for bearing with us!
Report: "Some users can't access the individual survey from the survey list page"
Last updateWe’ve identified the root cause, deployed, and validated the fix has worked. We’re closing this incident. Thanks so much for bearing with us while we investigated and resolved this! We’re sorry for the trouble as well. If you don’t think the incident is resolved, or you’re still seeing problems on your end please raise a ticket through our Help Center. Thanks!
We’ve declared an incident to investigate reports of some users being unable to access survey-specific pages from the survey list. We’ve formed an incident response team and they’re investigating this together. We’ll post further updates to this incident report when we have them, but in the meantime we’re really sorry for the trouble with accessing your survey. Thanks a lot for bearing with us!
Report: "Insights sporadically unavailable"
Last updateThis incident is now resolved. Thanks for bearing with us!
The external service has recovered and normal operations have returned. We are monitoring the situation to ensure that everything is stable.
The external service has recovered and normal operations have returned. We are monitoring the situation to ensure that everything is stable.
We’re investigating an issue with a failing system that is causing sporadic maintenance mode messages to appear. Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com. Thanks for bearing with us!
Report: "Engage is unavailable"
Last updateThis incident is now resolved. Thank you for bearing with us!
The Engage product is currently down. Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com. Thanks for bearing with us!
Report: "Session ingestion lag"
Last updateThis incident is now resolved. Thanks for bearing with us!
While working on mitigating this incident, our ingestion pipeline was made to drop all active sessions around 18:00 UTC. We're sorry for the sessions that couldn't be captured. These will be compensated by increasing session capture for the following hours.
While working on mitigating this incident, our ingestion pipeline was made to drop all active sessions around 18:00 UTC. The lost sessions are compensated by increasing session capture for the following hours.
We're investigating an issue with lagging session ingestion. Sessions may take longer to appear in your account. Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com. Thanks for bearing with us!
Report: "Some users are experiencing issues logging in."
Last updateWe’ve validated the deployed fix has worked, and we’re closing this incident. Thanks so much for bearing with us while we investigated and resolved this! We’re sorry for the trouble as well. If you don’t think the incident is resolved, or you’re still seeing problems on your end please raise a ticket through our Help Center. Thanks!
We’ve deployed the fix we mentioned earlier - we’re now monitoring the deployment to check it’s resolved the fault! We’ll check in again to let you know when the incident’s resolved.
We’ve identified the root cause for the incident! We’re working on developing a fix and hope to share more news soon. We’ll post another update to this page once we’ve deployed the fix, and we’re monitoring it to check it’s resolved the fault. Thanks for bearing with us!
Some users are experiencing issues logging in. Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com.
Some users are experiencing issues logging in. Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com.
Report: "Survey Templates Unavailable"
Last updateThis incident is now resolved. Thanks for bearing with us!
We're investigating an issue with the Survey templates being temporarily unavailable. Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com.
Report: "Reactivation issue"
Last updateThis incident is now resolved. Thanks for bearing with us!
Our engineering team have deployed a fix and we are now monitoring the issue.
We’re investigating an issue with reactivation for a small number of Hotjar accounts. Our engineers are working to fix the issue. We’ll post a further update once the issue is resolved.
Report: "Translation issues in Insights"
Last updateThis incident is resolved. Thanks for bearing with us!
A fix has been implemented and the situation is being monitored.
You may experience some translation issues if you use Hotjar in another language. We're working on a resolution!
Report: "Survey creation errors"
Last updateOur engineers have deployed a fix, and this incident is resolved. Thanks for bearing with us!
We're investigating an issue with Survey creation. Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com. Thanks for bearing with us!
Report: "Some customers unable to modify their subscription"
Last updateThis incident is resolved. Thanks for bearing with us!
Our engineers have implemented a fix for this issue and customers should now be able to manage their subscriptions without error. We will continue to monitor this situation to confirm that the fix was successful.
Our engineers have identified the issue and are working on a fix.
We've received reports that customers are unable to modify their subscription. Our team is investigating this issue and plan to get this resolved as soon as possible.
Report: "Errors when loading Hotjar Insights"
Last updateThis incident is now resolved. Thanks for bearing with us!
We've deployed a fix for this issue and are monitoring the situation to ensure everything is back to normal.
Our engineers have identified an issue that means you may see an error when trying to access your Insights account. We have identified the source of the issue and are working on a fix. Thanks for bearing with us!
Report: "Bundle Discount applied incorrectly to some accounts"
Last updateOur engineers have resolved the issue and customers got back the proper discount
Our engineers have identified the cause, and are working on a solution
The Bundle Discount has been applied incorrectly to a small number of accounts
Report: "Some plans not correctly activated"
Last updateOur engineers have resolved the issue and all plans are now correctly activated
Our engineers have identified the cause of the issue, and are working on a solution
We are investigating an issue where the plans for a small number of accounts are not correctly activated
Report: "Some session data not being ingested"
Last updateThis incident is now resolved. Our engineers have resolved the issue with session data ingestion and will continue to work with our cloud provider to ensure continued success. Thanks for bearing with us!
Our engineers have returned data ingestion to regular levels and will be monitoring the situation for several hours to ensure there is no regression. Thanks for bearing with us!
Our engineers have deployed temporary changes to improve session capture handling while they continue to work with our cloud provider to find the root cause of this issue. Thank you for bearing with us while we work on a resolution.
Our engineers are still actively investigating the problem, and working directly with our cloud provider to help us resolve it. We understand that this is impacting your use of Hotjar, so thank you for bearing with us while we work on a fix.
We're investigating an issue with session data being ingested. Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com. Thanks for bearing with us!
Report: "Ask responses briefly rejected"
Last updateFrom approximately 7:26 to 7:42 UTC, an internal change caused Ask product responses to be rejected instead of saved. Our monitoring system alerted us to this issue and we reverted the change immediately and everything is working as expected again.
Report: "Some upgrades not billed correctly"
Last updateThe delayed invoices for upgrades from an Observe Business Plan to an Observe Scale Plan will be processed by the end of today, 28 May 2024
Invoices for upgrades from an Observe Business Plan to an Observe Scale Plan since 30 Apr 2024 will be processed with a delay
Our engineers have identified the issue that led to this incident and are now working on a solution.
We're investigating an issue where some upgrades from an Observe Business Plan to an Observe Scale Plan since 30 Apr 2024 may not have been billed correctly
Report: "Hotjar.com outage"
Last updateFrom approximately 10:20 to 10:40 am CET, the Hotjar.com website and careers pages were inaccessible. This issue has been resolved, thanks for bearing with us!
Report: "Survey responses with User Attributes containing datetimes are not triggering Zaps in Zapier"
Last updateThis incident is now resolved. Thank you for your patience!
We've identified the root cause of this incident, and a fix is being developed! We'll post an update to let you know when we're deploying and monitoring the fix. Thanks again for bearing with us!
We're investigating an issue with new survey responses, which are not triggering Zaps in Zapier. Our engineers are working to fix the issue ASAP, we will post updates to status.hotjar.com as we have them. Thanks for bearing with us!
Report: "Sign-up flow leads to Survey creation instead of Overview page"
Last updateThis incident is now resolved. Thanks for bearing with us!
We've identified the root cause of this incident, and a fix is being developed! We'll post an update to let you know when we're deploying and monitoring the fix. Thanks again for bearing with us!
We're investigating an issue where users will enter the Survey creation flow after signing up for a new account. Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com. Thanks for bearing with us!
Report: "Slack integration cannot be enabled"
Last updateThis incident is now resolved. Thanks for bearing with us!
We're investigating an issue where Hotjar's Slack integration cannot be enabled. Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com. Thanks for bearing with us!
Report: "Some trials have been deactivated"
Last updateThis incident is now resolved. All of the affected trials have now been reactivated. Thanks for bearing with us!
We've identified the root cause of this incident, and a fix is being developed! We'll post an update to let you know when we're deploying and monitoring the fix. Thanks again for bearing with us!
We're investigating an issue where some trials have been deactivated. Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com. Thanks for bearing with us!
Report: "Issues with billing system"
Last updateThis incident is now resolved. Thanks for bearing with us!
This incident is now resolved. Thanks for bearing with us!
We have temporarily disabled access to the checkout process and invoices while we investigate this issue. We'll be sure to post an update as soon as these features are back available again. Thanks for you patience while we look into this!
We’re investigating an issue with our billing system. We have temporarily deactivated access to it whilst we investigate. Thanks for your patience whilst we look into this.
Report: "Session capture partially affected"
Last updateThis incident is now resolved. Thanks for your understanding!
Our engineers detected an issue where ~25% of visitor sessions failed to process, for approximately 2 hours, starting at 18:25 GMT and ending at 20:25 GMT. This partial gap should be covered gradually by our sampling engine in the next hours. We expect the overall number of sessions for today to remain in line with your Observe plan(s). We've deployed a fix for this issue and are monitoring the situation to ensure everything is back to normal. Thanks for bearing with us!
Report: "Heatmaps screenshots not generating"
Last updateThis incident is now resolved. Thanks for bearing with us!
This incident is now resolved. Thanks for bearing with us!
We've deployed a fix for this issue and are monitoring the situation to ensure everything is back to normal.
We're investigating an issue where heatmap screenshots time out and display a "Something went wrong" message. Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com. Thanks for bearing with us!
Report: "Some users run into "Something went wrong. please try again later." error"
Last updateThis incident has been resolved. Thanks for bearing with us!
We've identified the root cause of this incident, and a fix is being developed. We'll post an update to let you know once we move on to monitoring the fix. Thanks again for bearing with us!
We're investigating an issue in Insights where some user accounts run into a "Something went wrong. please try again later." error. Our engineers are working to fix the issue ASAP, we will post updates to status.hotjar.com. Thanks for bearing with us while we look into this!
Report: "Elevated latency causing slow performance"
Last updateThis incident is now resolved. Thanks for bearing with us!
The database performance has returned to the expected levels. Our engineers will monitor the situation to ensure that everything is back to normal.
We're investigating an issue with elevated latency in our database, which may cause longer load times, slower processing of sessions, and other delays in Hotjar functions. Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com. Thanks for bearing with us!
Report: "Delays in sampling calculations"
Last updateThis incident is now resolved. Thanks for bearing with us!
We've deployed a fix for this issue and are monitoring the situation to ensure everything is back to normal.
We're investigating an issue that causes delays in the sampling calculations. Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com. Thanks for bearing with us!
Report: "'Sign in with Google' is unavailable"
Last updateWhile Google is yet to share any public update on this incident, our team is now able to sign in to Hotjar using the 'Sign in with Google' option. Thanks for bearing with us while this was happening!
Our team has detected an issue on Google's end, where their Single Sign On service is not working at the moment. We're keeping an eye on the situation, and will share updates as Google provides them. Thanks for bearing with us!
Report: "Delay in activating Hotjar trials"
Last updateThis incident is now resolved. Thanks for bearing with us!
We're investigating an issue that caused a delay in offering new trials between 02:00 - 11:00 UTC.
Report: "Custom colors not working for full-screen surveys"
Last updateThis incident is now resolved. Thanks for bearing with us!
We've identified the root cause of this incident, and a fix is being developed! We'll post an update to let you know when we're deploying and monitoring the fix. Thanks again for bearing with us!
We're investigating an issue with custom colors not working for full-screen surveys in the survey wizard. Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com. Thanks for bearing with us!
We're investigating an issue with custom colors not working for full-screen surveys. Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com. Thanks for bearing with us!
Report: "Some users of Microsoft email not receiving registration emails"
Last updateThis incident is now resolved. Thanks for bearing with us.
We've identified the issue and are working on a fix. For some context, some Microsoft mail servers are discarding emails after accepting their delivery.
We're investigating an issue where some users of Microsoft email (Outlook, etc.) are not receiving registration emails from us. Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com. Thanks for bearing with us!
Report: "Ask screenshots delayed processing"
Last updateThis incident has been resolved, the pending screenshots for Feedback responses have been processed. Thank you for bearing with us!
We have deployed the fix for this issue, and we are monitoring things to make sure everything is looking good!
We've identified the issue and are working on a fix!
We're investigating an issue where some users may see a delay in Feedback screenshots being processed. Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com. Thanks for bearing with us!
Report: "The project creation page in Interviews is not loading properly"
Last updateThis incident is now resolved, and new project creations in 'Interviews' are loading as expected. Thanks for bearing with us!
We've identified an issue affecting Engage Interviews that is impacting new project creation flows.
Report: "Price preview shows incorrect pricing when moving to yearly"
Last updateThis incident is now resolved. Thanks for bearing with us!
We’ve identified an incident with price previews when moving to a yearly subscription. Our team is already working on developing a fix and we hope to share more news soon. Thanks for bearing with us!
Report: "Abandon Surveys Not Appearing"
Last updateThis incident is now resolved. Thanks for bearing with us!
We're investigating an issue with abandon/exit-intent surveys not appearing. Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com. Thanks for bearing with us!
Report: "Significant drop in error capture events"
Last updateThis incident has been resolved. Thanks for bearing with us. To recap the issue, starting on January 22, error capture rates dropped significantly. We discovered this was an incident on February 14 and deployed a fix. We didn't capture error data during that time frame, but you will start seeing error data captured moving forward.
We've deployed a fix, error capture is working again, and we're monitoring this closely.
We've identified the issue and are working on a fix.
We're investigating a drop in error capture events. Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com. Thanks for bearing with us!
Report: "Ask features unavailable for some users"
Last updateThis incident is now resolved. Thanks for bearing with us!
We're investigating an issue with Ask features being unavailable for a limited number of users. Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com. Thanks for bearing with us!
Report: "Antivirus alerts for the Hotjar script"
Last updateThe review by the antivirus provider has completed and confirmed this was a false positive. They have updated their definitions, and if you still receive reports, they recommend manually updating your local definitions. Thanks for bearing with us while we got this resolved!
We have concluded our internal review and testing and believe this is a false positive. We have reported this through the portal provided by the antivirus software and will work with them to address any questions. We'll post an update again when we have more information on the status of our request to remove this false positive. Thanks again for bearing with us!
We are investigating reports of an antivirus alert regarding the Hotjar script. Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com. Thanks for bearing with us!
Report: "Elevated failure rate in sampling value calculations"
Last updateThis incident is now resolved. Thanks for bearing with us!
We're investigating an issue with sampling not being calculated correctly for up to 2% of sites. Our engineers are working to fix the issue ASAP. Thanks for bearing with us!
Report: "Redirect error for anonymous users"
Last updateThis incident is now resolved. Thanks for bearing with us!
We've identified the root cause of this incident, and a fix is being developed! We'll post an update to let you know when we're deploying and monitoring the fix.
We're investigating an issue where the sign-in page keeps endlessly loading for anonymous users trying to watch a shared recording. Our engineers are working to fix the issue ASAP. Thanks for bearing with us!
Report: "Accounts created in the past 24 hours may not have access to their full list of tools."
Last updateThis incident has been resolved as of 19:45 CET. Thanks for bearing with us!
We've identified the root cause of this incident, and a fix is being developed! We'll post an update to let you know when we're deploying and monitoring the fix. Thanks again for bearing with us!
We're investigating an issue with some new Accounts created in the past 24 hours that may not have access to their Site plan's full list of tools. Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com. Thanks for bearing with us!
Report: "Hotjar Insights isn't loading"
Last updateThis incident is now resolved. Hotjar Insights was unavailable between 11:19 and 11:50 UTC today (Tue Feb 6th). Thank you for bearing with us!
We’ve deployed a fix and Insights is now available again, and we're monitoring this closely. We're sorry for the issues here! We'll update you again once the incident is totally resolved.
We're investigating an issue where Hotjar Insights in unavailable. Our engineers are working to fix the issue with critical priority, and will post updates to status.hotjar.com. Thanks for bearing with us and apologies for the interruption in service!
Report: "Some customers can't access their paid features"
Last updateWe’ve validated the deployed fix has worked, and we’re closing this incident. Thanks so much for bearing with us while we investigated and resolved this! We’re sorry for the trouble as well. If you don’t think the incident is resolved, or you’re still seeing problems on your end please raise a ticket through our Help Center. Thanks!
We’ve deployed the fix we mentioned earlier - we’re now monitoring the deployment to check it’s resolved the fault! The issue should be fully resolved by 6 am Saturday UTC. We’ll check in again to let you know when the incident’s resolved.
We're currently having an incident with users not being able to access some of their paid features. We’re working on developing a fix and hope to share more news soon. We’ll post another update to this page once we’ve deployed the fix, and we’re monitoring it to check it’s resolved the fault. Thanks for bearing with us!
Report: "Highlights snippets not being generated"
Last updateThis incident is now resolved. Thanks for bearing with us!
We've deployed a fix for this issue and are monitoring the situation to ensure everything is back to normal.
This incident is also affecting shared links for Recordings.
We're investigating an issue with highlights snippets not being generated as expected. Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com. Thanks for bearing with us!