Resolved -
Executive Summary: On July 16, 2026, some users on our EU and US platforms were unable to log in for approximately two hours. The issue was caused by an outage at a third-party authentication provider, which was itself triggered by a major operational issue at a large cloud infrastructure provider. The provider restored service by rerouting their traffic, and our platform recovered automatically. There was no data loss and no action required on our side.
Incident Overview: The initial step of our password and single sign-on (SSO) login journeys is handled by a third-party authentication provider. When that provider became unreachable due to an upstream cloud infrastructure issue, users attempting those login journeys received authentication errors. Because the failure sat entirely within an external dependency, there was no component on our side to repair. The provider mitigated the issue by rerouting their traffic away from the affected infrastructure, after which our login journeys recovered on their own.
Impact: Password-based and SSO logins on the EU and US platforms were mostly unavailable from approximately 2026-07-16T07:55Z to 2026-07-16T09:55Z. Users signing in through direct links were unaffected throughout, and users already logged in were able to continue working.
Detection: The incident was detected at 2026-07-16T07:55Z by our automated monitoring, which flagged the authentication provider as unreachable and shortly after picked up failing login checks across both EU and US.
Response: Our operations team began investigating and confirmed the failure was an outage at the third-party authentication provider, which had already published a status update acknowledging the issue. We contacted the provider directly and confirmed there was no corrective action available on our side, as the fault was entirely within their infrastructure.
Root Cause: A major operational issue at a large cloud infrastructure provider disrupted the routing our third-party authentication provider depends on, making it unreachable. Because that provider handles the first step of our password and SSO login journeys, those journeys failed while the outage lasted.
Next Steps
While this incident originated entirely outside our systems, we are reviewing options to reduce the impact of any future third-party authentication outage, including improved alerting granularity around upstream provider health and fallback options for the login path. We are also following up with the provider on their own remediation steps.
Jul 16, 08:00 UTC
