Customer emails aren't reaching our Support team

Incident Report for Hotjar

Resolved

This incident is now resolved, and our team has recovered any missed messages. Thanks for bearing with us while we fixed this!

Posted Jan 26, 2024 - 14:21 UTC

Identified

Messages sent to our Support email address are now working as expected, however, we are still working towards a resolution for the payments and accounts addresses. Thank you for your patience while we continue work on this.

Posted Jan 26, 2024 - 11:25 UTC

Update

After further testing, messages sent to support@hotjar.com are still not working as expected.

Thanks for bearing with us, we'll share further updates as soon as we have them.

Posted Jan 25, 2024 - 23:35 UTC

Update

Our team has restored functionality to support@hotjar.com. Incoming messages should reach us now, for both new and open Support tickets using this email.

We're still working on restoring payments@hotjar.com and accounts@hotjar.com, thanks for your patience!

Posted Jan 25, 2024 - 23:21 UTC

Investigating

We're investigating an issue with customer messages sent via email not reaching our Support ticket queue.

Any messages sent to the following addresses, including replies to open tickets, are not being received at the moment: support@hotjar.com, payments@hotjar.com, accounts@hotjar.com

Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com.

If you need urgent support, please raise an issue here, bear in mind that replies on your end won't reach us at the moment: https://help.hotjar.com/hc/en-us/requests/new

Thanks for bearing with us while we get this solved.

Posted Jan 25, 2024 - 21:21 UTC