Billing issue

Incident Report for Hotjar

Postmortem

On August 31st, 2020 at 08:45 UTC our engineers identified an issue with the billing system.

What happened?

We discovered that, since the early hours of Sunday 30th August, we had been under-charging some customers by a small amount.

Why did this issue occur?

The issue occurred due to a bug in how we pro-rata charges and so we under-charged people in some cases.

How will we handle the charge discrepancy?

We will not be charging the affected customers any extra - this was our mistake and we accept those costs.

We will get in touch with the affected people to let them know of any amendments to their future subscription costs.

Posted Aug 31, 2020 - 11:15 UTC

Resolved

The incident has been resolved. Thanks so much for you patience!

Posted Aug 31, 2020 - 11:08 UTC

Monitoring

A fix has been implemented and we are monitoring to ensure everything is working properly now.

Posted Aug 31, 2020 - 10:44 UTC

Identified

We've identified the issue and are working on a fix.

Posted Aug 31, 2020 - 09:03 UTC

Update

We can confirm that users are being charged too little, not too much.

Posted Aug 31, 2020 - 08:51 UTC

Investigating

We are investigating an issue with our billing system whereby users are being charged incorrect amounts. We're working to fix it ASAP and will continue to post updates as we have them.

Posted Aug 31, 2020 - 08:45 UTC

This incident affected: Application (insights.hotjar.com).