Problem with Updating Subscription from Plans & Billing Page

Hotjar Service Status

This is Hotjar's status page, where you can get updates on how our systems are doing. If there are interruptions to service, we will post a report here.

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Incident Report for Hotjar

Postmortem

What Happened?
On 16/11/2021 around 11:30 AM UTC - During an update, a bug was accidentally introduced which made it impossible for users to change their plan subscription in some scenarios.

Why Did this Issue Occur?
The introduced bug made it impossible to continue from the "Change Confirmation Modal" to the checkout flow when users tried to upgrade their plan subscription in the Plans & Billing Page inside their Hotjar Insights dashboard. Upsell paths, upgrades from basic to plus, cancelling downgrades were not affected as they don’t trigger Change Confirmation Modal. Once identified, the issue was fixed by a deployment.

What will we do to prevent this from happening in the future?
We will hold an internal postmortem to establish any relevant follow-up actions.

Posted Nov 17, 2021 - 11:26 UTC

Resolved

This incident has been resolved.

Posted Nov 16, 2021 - 13:39 UTC

Update

The issue has been resolved. Thank you for you patience!

Posted Nov 16, 2021 - 13:39 UTC

Monitoring

Our Engineers have fixed the issue and are monitoring the situation to make sure everything is working smoothly again

Posted Nov 16, 2021 - 13:34 UTC

Identified

We’ve identified the issue with Plans & Billing Page and our engineers are working to resolve the problem.

Posted Nov 16, 2021 - 13:13 UTC

Investigating

We're currently investigating an issue with users not being able to change their subscription plan through the Plans & Billing page.

Posted Nov 16, 2021 - 12:54 UTC