Signup with Google failing for some users

Hotjar Service Status

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Incident Report for Hotjar

Postmortem

On 2020-05-07 at 7:30 UTC our engineers identified an issue with the Sign up with Google button.

What happened?

Some users attempting to sign up to Hotjar with the Sign up with Google button would have been unable to signup after step 4.

On clicking the Start Using Hotjar button at the end of sign up, users will have seen a spinner and then signup would fail.

Why did this issue occur?

On 2020-05-06 at about 15:45 UTC, we released a new Sign up with Google experience. For a subset of users of this new feature, we encountered an issue that would prevent these users from signing up for Hotjar.

Posted May 07, 2020 - 09:42 UTC

Resolved

The issue with the Signup with Google button has been resolved. Thanks for bearing with us!

Posted May 07, 2020 - 09:30 UTC

Monitoring

We've released a fix for the Signup with Google button and are monitoring it now.

Posted May 07, 2020 - 09:23 UTC

Identified

We've identified an issue when people use the Signup with Google button. Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com. Thanks for bearing with us!

Posted May 07, 2020 - 08:56 UTC

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