Unexpected Subscription Cancellation for Customers

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

We have deployed a fix for this issue and are monitoring the situation to ensure everything is back to normal.

The large majority of users are now able to upgrade/downgrade their account's Hotjar plans again. The last few accounts are in the process of being corrected. Thanks for your patience here!

The status of some customer plans is currently showing as due to be downgraded on a future date. This is incorrect, plans showing this status remain active, and customers continue to have access to all of the features of their active plans.
All customers still have access to their Insights. However, the ability to upgrade/downgrade is currently under maintenance.
Our engineers have identified the root cause and are working on resolving this issue. Thanks for bearing with us!

The subscription status for existing customers is returned as being canceled. All customers still have access to their Insights. However, existing customers will encounter issues if they try to edit their subscriptions.
Our engineers have identified the root cause and are working on resolving this issue. Thanks for bearing with us!