2025-November-19 Service Incident

Dates:

Wednesday, November 19th 2025, 09:00 UTC – Thursday, November 20th 2025, 21:00 UTC

What happened:

Following a scheduled maintenance deployment, a subset of customers utilising Single Sign-On (SSO) were unable to log in to the platform. While the application remained up and running, authentication requests for these specific accounts were rejected, preventing access to the application.

Why it happened:

A major backend infrastructure upgrade aimed at improving performance and security, inadvertently caused the incident. The new authentication system's default settings were incompatible with existing customer SSO configurations, leading to valid login attempts being incorrectly rejected.

How we fixed it:

To restore immediate access, we reverted the authentication processing logic to its previous state, ensuring full compatibility with all existing customer configurations.

What we are doing to prevent it from happening again:

We are adding enhanced monitoring for authentication success rates and updating pre-deployment testing to cover more legacy SSO configurations for seamless compatibility.