On 2021-02-05 at 13:25 UTC our engineers identified an issue with surveys.

What happened?

For some customers, who had active external link surveys, the Hotjar script erroneously displayed external link surveys on customer sites. In some cases the survey was visible and in other cases it might have appeared distorted or blank.

Why did this issue occur?

Today we released a new feature to allow full screen surveys. To enable this feature we introduced a new setting that determines where the survey is shown. Some sites were not correctly updated with this setting and on these sites, external link surveys were erroneously shown as on-site surveys.

What will we do to prevent this from happening in the future?

We will hold an internal postmortem and update this report when we have more information.