On August 24th 2020 at 09:58 UTC our engineers identified an issue with Incoming Feedback email notifications failing to send for 50% of users.

What happened?

We introduced a bug into our code that meant that email notifications were failing to send for half of our users. This unfortunately went unnoticed for six days (from the morning of the 18th August 2020), though no data was lost or disrupted - it’s still accessible from the Hotjar interface.

Why did this issue occur?

We were running an experiment to highlight new features to users in the email template for the notification email. We made a mistake with the setup of this and so for 50% of users the email could not be sent.