# Hotjar: Critical incident: Issues with billing system

**Summary:** Hotjar reported a critical billing-system outage starting 2024-04-02 15:02 UTC, with access to checkout and invoices temporarily disabled during investigation. The incident was resolved at 2024-04-02 17:41 UTC; the recorded duration was 2 h 38 min. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2024-04-02 15:02 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/pj79qs6mq9bz](https://stspg.io/pj79qs6mq9bz)
- [Company: Hotjar](https://rewindex.com/company/hotjar.md)
- Versions: before (none: first archived) → after incident\_version:53/j08y6n2bt7bp@0ceeb562108c
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Issues with billing system
```

**2. Added: Impact**

```diff
+ critical
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2024-04-02 15:02 UTC
```

**5. Added: Resolved time**

```diff
+ 2024-04-02 17:41 UTC
```

**6. Added: Affected components**

```diff
+ Application - insights.hotjar.com, insights.hotjar.com
```

**7. Added: Update** (investigating) · 2024-04-02 15:02 UTC

```diff
+ We’re investigating an issue with our billing system. We have temporarily deactivated access to it whilst we investigate. Thanks for your patience whilst we look into this.
```

**8. Added: Update** (investigating) · 2024-04-02 15:12 UTC

```diff
+ We have temporarily disabled access to the checkout process and invoices while we investigate this issue. We'll be sure to post an update as soon as these features are back available again. Thanks for you patience while we look into this!
```

**9. Added: Update** (investigating) · 2024-04-02 17:39 UTC

```diff
+ This incident is now resolved. Thanks for bearing with us!
```

**10. Added: Update** (resolved) · 2024-04-02 17:41 UTC

```diff
+ This incident is now resolved. Thanks for bearing with us!
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2024-04-02 15:02 UTC | Critical incident: Issues with billing system (this change) | outage |

All Hotjar changes: [timeline](https://rewindex.com/company/hotjar/changes.md)
_Diff excerpts are shown on normalized text: dates, counters and tokens appear as ‹date›, ‹count›, ‹tok›; noise-only edits are hidden. Rewindex shows the changed passages, not a copy of the page._


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Canonical: https://rewindex.com/change/i857f5bb8d27209 · Markdown: https://rewindex.com/change/i857f5bb8d27209.md · JSON: https://rewindex.com/api/v1/changes/i857f5bb8d27209 · Generated 2026-10-18T02:55:06.555Z