Actionstep Outage History

Started Sep 28, 2026, 02:42 PM UTC· resolved Sep 28, 2026, 02:50 PM UTC

1. investigating Sep 28, 2026, 02:42 PM UTC

   We are writing to inform that our team is aware of the system outage that began on 28/09/2026, 15:30 pm BST. Our team is investigating this as the top priority and will work to restore the system to full functionality urgently. We will communicate with you regularly regarding the progress of this work to ensure you are back online as soon as possible. In the meantime, our support team is available by way of ticket submission to https://support.actionstep.com if you require assistance.

2. resolved Sep 28, 2026, 02:50 PM UTC

   We are writing to confirm that the system outage that began on 28/09/2026 at 15:30 BST has now been resolved, and the system has been restored to full functionality. Our team has monitored the system following the restoration and can confirm that services are operating normally. We are continuing to investigate the underlying cause of the outage and will provide a further update once we have more information. We apologise for any disruption or inconvenience this may have caused and thank you for your patience and understanding while we worked to restore the service. In the meantime, our support team remains available via ticket submission at https://support.actionstep.com should you require any further assistance.

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Started Sep 21, 2026, 09:00 PM UTC· resolved Sep 21, 2026, 09:30 PM UTC

1. investigating Sep 21, 2026, 09:00 PM UTC

   Some users are seeing their Practice Management navigation bar disappear when the new User Interface (UI) is enabled. Our team is currently investigating. Workaround: Disabling the new UI resolves this in the meantime. To turn it off, have an administrator follow these steps in your Actionstep system: 1. Admin 2. General Settings 3. Feature Preview 4. Global Header Redesign > toggle to OFF 5. Save We'll post an update here once a fix is in place.

2. investigating Sep 21, 2026, 09:11 PM UTC

   The workaround posted previously, disabling the new UI, does not resolve the issue for all affected users. Our team is actively working on a fix. We'll post again as soon as we have one, or with a new workaround in the meantime.

3. investigating Sep 21, 2026, 09:23 PM UTC

   We've identified the root cause of the navigation bar issue and our team is now building a fix.

4. resolved Sep 21, 2026, 09:30 PM UTC

   The Product Team has released a fix, and this issue is now resolved. If you're still unable to see your navigation bar, log out, clear your cache, and log back into Actionstep. If that doesn't resolve it, please contact support here: https://support.actionstep.com/hc/en-us/requests/new

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Started Aug 28, 2026, 12:17 AM UTC· resolved Aug 28, 2026, 04:18 AM UTC

1. investigating Aug 28, 2026, 12:17 AM UTC

   We are aware that some users are experiencing 500 errors across various parts of the system. This issue is affecting a subset of customers on a single server. Our Engineering team is actively investigating and we will provide an update as soon as we have more information.

2. monitoring Aug 28, 2026, 01:06 AM UTC

   A fix has been implemented, and we are continuing to monitor system performance to ensure stability. We'll update this page once we're confident the issue is fully resolved.

3. identified Aug 28, 2026, 01:09 AM UTC

   We are aware that our servers have encountered an issue again and some users may be experiencing disruption. Our team is working to restore full functionality and we will provide updates as more information becomes available.

4. monitoring Aug 28, 2026, 03:54 AM UTC

   A fix has been implemented, and we are continuing to monitor system performance to ensure stability. We'll update this page once we're confident the issue is fully resolved.

5. resolved Aug 28, 2026, 04:18 AM UTC

   This issue has now been fixed, and our Engineering team has confirmed that the Actionstep Practice Management platform is now stable and fully operational again.

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Started Aug 27, 2026, 11:30 PM UTC· resolved Aug 27, 2026, 11:45 PM UTC

1. investigating Aug 27, 2026, 11:30 PM UTC

   We are writing to inform you that our team is aware of an outage affecting the Actionstep Practice Management system that began on 28/08/2026 11:10 am NZT. This issue is limited to a single server affecting a portion of our customers. Users running into 500 errors on different parts of the system. Our team Engineering team are already investigating this as the top priority and will work to restore the system to full functionality urgently. We will communicate with you regularly regarding the progress of this work to ensure you are back online as soon as possible. In the meantime, our support team is available by way of ticket submission to https://support.actionstep.com if you require assistance.

2. monitoring Aug 27, 2026, 11:37 PM UTC

   A fix has been implemented and we are monitoring the results.

3. resolved Aug 27, 2026, 11:45 PM UTC

   The issues affecting the Actionstep Practice Management platform have now been resolved. Engineering team confirmed that the services are now fully functional. We apologise for any inconvenience this may have caused.

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Started Aug 27, 2026, 02:50 AM UTC· resolved Aug 27, 2026, 03:13 AM UTC

1. investigating Aug 27, 2026, 02:57 AM UTC

   We are writing to inform you that our team is aware of an outage affecting the Actionstep Practice Management system that began on 27/08/2026 12:50 pm AEST. Specifically, this issue is limited to a single server affecting a portion of our customers. Errors are ranging from platform slowness to 500 errors on different parts of the system. Our team is investigating this as the top priority and will work to restore the system to full functionality urgently. We will communicate with you regularly regarding the progress of this work to ensure you are back online as soon as possible. In the meantime, our support team is available by way of ticket submission to https://support.actionstep.com if you require assistance. Regards, Actionstep Support Team

2. monitoring Aug 27, 2026, 03:09 AM UTC

   The issue has been identified, and we are monitoring the system as the affected server is now returning to normal performance levels.

3. resolved Aug 27, 2026, 03:13 AM UTC

   The issues affecting the Actionstep Practice Management platform have now been resolved, and our technical teams have confirmed that all services are now fully functional. We would like to apologise for any inconvenience this may have caused. Regards, The Actionstep Team

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Started Aug 10, 2026, 12:00 PM UTC· resolved Aug 10, 2026, 01:11 PM UTC

1. investigating Aug 10, 2026, 12:47 PM UTC

   Our team is investigating reports of access issues with Actionstep. This is a priority and will work to restore the system to normal operations urgently. We will communicate with you regularly regarding the progress of this work to ensure you are back online as soon as possible. In the meantime, our support team is available by reach out to us by way of ticket submission at https://support.actionstep.com if you require assistance. Regards, Actionstep Support Team

2. resolved Aug 10, 2026, 01:11 PM UTC

   This incident has been resolved.

3. postmortem Aug 10, 2026, 01:16 PM UTC

   **Resolved** - Between 00:15–01:00 NZST, some Actionstep users were unable to log in to the website. The issue affected users on UK servers, particularly eu-west-1.actionstep.com. Impact: Login access only. No customer data was affected. Cause: Currently investigating Working Solution: Clearing cookies and cache or restarting your machine has shown to resolve the issue. For further help, log a ticket at [https://support.actionstep.com](https://support.actionstep.com/)

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Started Jul 30, 2026, 02:23 PM UTC· resolved Jul 30, 2026, 06:00 PM UTC

1. resolved Jul 30, 2026, 02:23 PM UTC

   Between 19:39–22:00 NZST, some Actionstep users were unable to log in to the website. The issue affected users on certain ISPs, particularly Virgin Media. Impact: Login access only. No customer data was affected or moved. Cause: Likely network or routing changes on the affected ISPs impacting access to the Actionstep login page. Affected customers should contact their ISP to check for recent changes. Data location clarification: No customer data is stored in AP Southeast 2. That region only serves the login page. Once you select your system tile, you're redirected to the data centre where your system actually resides (UK region for UK customers). Your data has not moved and remains stored in your designated region. Workaround: If you're still affected, use a mobile hotspot to reach the login page and sign in, then switch back to your normal Wi-Fi once logged in. For further help, log a ticket at https://support.actionstep.com

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Started Jun 03, 2026, 01:38 AM UTC· resolved Jun 04, 2026, 12:31 AM UTC

1. investigating Jun 03, 2026, 01:38 AM UTC

   We are aware that some users are currently experiencing issues with the Actionstep Gmail Add-on and logging into the Actionstep Mobile App using their Google/Gmail account. We believe this may be related to a recent Google Workspace outage that affected multiple Google products. While Google has since resolved their incident (https://www.google.com/appsstatus/dashboard/incidents/vagmms1y6yRxwg6RMQZp), we are continuing to investigate and monitor the impact on Actionstep's side. Our team is investigating this as a priority and will work to restore the system functions to operate normally. We will provide further updates as our investigation progresses. Regards, Actionstep Support Team

2. resolved Jun 04, 2026, 12:31 AM UTC

   We are communicating to provide further information on the issues that affected the Actionstep Gmail Add-on platform which started the 1st of June, 2026 and confirm that the issue is now resolved. What happened: The Gmail Add-on was running on the deprecated Google Apps Script Rhino runtime. Google ended support for the Rhino runtime, which caused the add-on to fail before any app logic could execute. What we did: Our team migrated the Apps Script project to the V8 runtime, created a new deployment version, and redeployed the Gmail Add-on. The add-on is now fully operational. What we're doing to prevent this: We have reviewed our runtime dependencies to ensure we are not relying on deprecated infrastructure going forward. We apologise for any disruption this caused and thank you for your patience. Regards, Actionstep Support Team

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Started May 22, 2026, 01:25 AM UTC· resolved May 22, 2026, 06:22 AM UTC

1. identified May 22, 2026, 01:25 AM UTC

   Our team has identified an issue with our APIs causing slowness and intermittent 500 errors for some users. Our engineering team is actively investigating the root cause and working toward a resolution. We will provide updates regularly until service is fully restored. Regards, Actionstep Support Team

2. identified May 22, 2026, 04:18 AM UTC

   We are continuing to work on a fix for this issue.

3. resolved May 22, 2026, 06:22 AM UTC

   The root cause of this issue has now been resolved. If you are still experiencing performance degradation and seeing 500 errors, please reach out to [email protected].

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Started May 10, 2026, 11:53 PM UTC· resolved May 11, 2026, 12:50 AM UTC

1. monitoring May 10, 2026, 11:53 PM UTC

   We are aware that some users may be experiencing difficulties accessing Xero. This is due to an ongoing incident on Xero's platform, which is unrelated to Actionstep system but may affect some features. According to Xero's status page, their team has been working through a series of incidents stemming from a third-party hardware issue with AWS that impacted their platform. A fix has been implemented and Xero has reported that the platform is now stable, however a small number of customers may still be experiencing intermittent issues navigating Xero. What this means for you: If you rely on Xero for accounting or financial data, you may experience delays or errors when accessing the platform. Our systems are operating normally and are not the cause of this disruption. What we're doing: We are monitoring Xero's status page closely and will update this notice if the situation changes. What you can do: - Check Xero's status page for real-time updates - https://status.xero.com/ - Contact Xero Support via Xero Central if you need direct assistance - https://central.xero.com/ We apologise for any inconvenience this may cause and appreciate your patience while Xero works to fully restore service.

2. resolved May 11, 2026, 12:50 AM UTC

   Xero has resolved the issue impacting customers. Xero is now stable and customers should be able to use the platform normally.

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Started Mar 16, 2026, 08:42 PM UTC· resolved Mar 16, 2026, 09:00 PM UTC

1. identified Mar 16, 2026, 08:42 PM UTC

   We are writing to inform that our team is aware of the system outage that began on 17/03/2026, 9:15am NZT. Our team is investigating this as the top priority and will work to restore the system to full functionality urgently. We will communicate with you regularly regarding the progress of this work to ensure you are back online as soon as possible. In the meantime, our support team is available by way of ticket submission to https://support.actionstep.com if you require assistance. Regards, Actionstep Support Team

2. monitoring Mar 16, 2026, 08:52 PM UTC

   A fix for this issue being implemented and we are monitoring our app servers

3. resolved Mar 16, 2026, 09:00 PM UTC

   We are communicating to provide further information on the outage that affected the Actionstep platform and confirm that the issue is now resolved. This outage started from 9:15am NZT, and prevented user access to the system. Some customers who managed to log in experienced error messages and periods of instability and slowness. It is important to confirm that no data was lost, and the issue related to access to platform only. Our team investigated the issue as the sole priority and released an urgent fix at 9:51am NZT which restored platform access and brought system performance back to normal levels. The Actionstep team appreciate the impact that this outage may have had on your business, and we want to reiterate our commitment to improving the experience of all customers who use the platform. We have identified the root cause of the issue and implemented steps to prevent it from occurring again in future. Regards, Actionstep Support Team

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Started Mar 11, 2026, 05:07 AM UTC· resolved Mar 11, 2026, 08:04 AM UTC

1. identified Mar 11, 2026, 05:07 AM UTC

   We are currently experiencing an outage affecting the Actionstep Staging system that began on 11/03/2026, 3:44nzt. Our team is investigating this as the top priority and will work to restore the system to full functionality urgently. We will communicate with you regularly regarding the progress of this work to ensure you are back online as soon as possible. In the meantime, our support team is available by way of ticket submission to https://support.actionstep.com if you require assistance. Regards, Actionstep Support Team

2. resolved Mar 11, 2026, 08:04 AM UTC

   This incident has been resolved. Staging systems are now accessible and back online.

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Started Jan 22, 2026, 08:26 PM UTC· resolved Jan 23, 2026, 06:41 AM UTC

1. monitoring Jan 22, 2026, 08:26 PM UTC

   We are aware of a widespread outage affecting Microsoft 365 services that is currently impacting users who rely on Microsoft Authenticator for multi-factor authentication (MFA) when signing in to Actionstep Practice Management and Legal Accounting. As a result of this issue, some users may be unable to complete MFA challenges and sign in successfully. This outage is originating from Microsoft and is outside of Actionstep’s control. Microsoft has acknowledged the issue and is actively investigating. You can view the official Microsoft service status updates here: Microsoft Service Status page: https://status.cloud.microsoft/ What you can expect: - Actionstep services themselves remain operational - Login failures are limited to MFA flows using Microsoft Authenticator We are actively monitoring the situation and will provide updates as more information becomes available We appreciate your patience and will update this page as soon as Microsoft confirms progress or resolution.

2. monitoring Jan 22, 2026, 08:29 PM UTC

   We are continuing to monitor. You can view the current status here: Microsoft Service Status page: https://status.cloud.microsoft/

3. monitoring Jan 22, 2026, 08:55 PM UTC

   We are continuing to monitor Microsoft's status as the issue continues. You can find a direct link to Microsoft's status page here: https://status.cloud.microsoft/

4. monitoring Jan 22, 2026, 09:49 PM UTC

   We are continuing to monitor Microsoft's status as the issue continues. You can find a direct link to Microsoft's status page here: https://status.cloud.microsoft/

5. monitoring Jan 22, 2026, 10:10 PM UTC

   We’re continuing to monitor Microsoft’s status as the issue persists. You can view Microsoft’s status page directly here: https://status.cloud.microsoft/

6. monitoring Jan 22, 2026, 10:45 PM UTC

   We’re continuing to monitor Microsoft’s status as the issue persists. You can view Microsoft’s status page directly here: https://status.cloud.microsoft/

7. monitoring Jan 22, 2026, 10:50 PM UTC

   Microsoft has identified the source of the issue, we are continuing to monitor. Microsoft's most recent status update is below: Current status: We're carefully rebalancing traffic across all affected infrastructure in the region, while monitoring the corresponding health telemetry, to ensure the environment enters into a balanced state as our remediation efforts continue. We’re proceeding as quickly as possible and this incremental approach will also help us identify whether any additional actions may be required to ensure longstanding recovery. Scope of impact: Any users served through an affected section of service infrastructure in the North America region may be intermittently impacted. Root cause: A portion of dependent service infrastructure in the North America region isn't processing traffic as expected. You can view the Microsoft status page here: https://status.cloud.microsoft/

8. monitoring Jan 22, 2026, 11:22 PM UTC

   Microsoft has identified the source of the issue, we are continuing to monitor. Microsoft's most recent status update is below: Current status: We're carefully rebalancing traffic across all affected infrastructure in the region, while monitoring the corresponding health telemetry, to ensure the environment enters into a balanced state as our remediation efforts continue. We’re proceeding as quickly as possible and this incremental approach will also help us identify whether any additional actions may be required to ensure longstanding recovery. Scope of impact: Any users served through an affected section of service infrastructure in the North America region may be intermittently impacted. Root cause: A portion of dependent service infrastructure in the North America region isn't processing traffic as expected. You can view the Microsoft status page here: https://status.cloud.microsoft/

9. monitoring Jan 23, 2026, 12:04 AM UTC

   Microsoft has identified the source of the issue, we are continuing to monitor. Microsoft's most recent status update is below: Current status: We're carefully rebalancing traffic across all affected infrastructure in the region, while monitoring the corresponding health telemetry, to ensure the environment enters into a balanced state as our remediation efforts continue. We’re proceeding as quickly as possible and this incremental approach will also help us identify whether any additional actions may be required to ensure longstanding recovery. Scope of impact: Any users served through an affected section of service infrastructure in the North America region may be intermittently impacted. Root cause: A portion of dependent service infrastructure in the North America region isn't processing traffic as expected. You can view the Microsoft status page here: https://status.cloud.microsoft/

10. monitoring Jan 23, 2026, 04:18 AM UTC

    While Actionstep Practice Management is not impacted by this Microsoft issue. We are still monitoring Microsoft's status as their issue continues. Current status from Microsoft: We’re continuing to see steady improvements in service availability for Exchange Online and Microsoft Teams and our broader recovery efforts remain actively underway. Engineers are further refining load balancing measures to accelerate recovery and are methodically addressing the remaining impacted services. You can find a direct link to Microsoft's status page here: https://status.cloud.microsoft/

11. resolved Jan 23, 2026, 06:41 AM UTC

    We are pleased to report that Microsoft have resolved the issues that were impacting users who rely on Microsoft Authenticator for multi-factor authentication (MFA) when signing in to Actionstep Practice Management and Legal Accounting. Thank you for your patience during this Microsoft service outage.

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Started Dec 04, 2025, 02:30 PM UTC· resolved Dec 05, 2025, 03:43 PM UTC

1. investigating Dec 05, 2025, 02:39 PM UTC

   We are informing you that our team is aware of a connectivity issue affecting the Actionstep system for some users on the Sky internet service provider, beginning on 04/12/2025 at 2:30 pm GMT. Users impacted by this issue may see a “Can't reach this page” message when attempting to access the login page. Our team is actively working with affected customers to identify the underlying cause, but we also recommend contacting your internet service provider for more information if any changes were made. As a temporary workaround, you can use your mobile phone as a Wi Fi hotspot to connect and access the system. We will communicate with you regularly regarding the progress of this work to ensure you are back online as soon as possible. In the meantime, our support team is available by way of ticket submission to https://support.actionstep.com if you require assistance. Regards, Actionstep Support Team

2. investigating Dec 05, 2025, 02:42 PM UTC

   We are providing an update on the connectivity issue affecting the Actionstep system for some users on the Sky internet service provider, which began on 04/12/2025 at 2:30 pm GMT. Impacted users may continue to see a “Can’t reach this page” message when attempting to access the login page. At this stage, we still believe the issue is related to Sky’s network. We have seen cases where restarting the router and ensuring the web browser (such as Chrome) is fully up to date has resolved the problem for some customers.

3. investigating Dec 05, 2025, 02:43 PM UTC

   We are continuing to work closely with affected customers to gather more information. If you are still seeing the “Can’t reach this page” message, we recommend contacting your internet service provider to check whether any recent changes have been made. As a temporary workaround, you can connect via your mobile phone’s Wi Fi hotspot to access the system.

4. resolved Dec 05, 2025, 03:43 PM UTC

   The investigation has confirmed that this connectivity problem is not being caused by the Actionstep platform, but is instead linked to certain internet service providers, particularly Sky Broadband. We recommend contacting your ISP to check for any recent network or routing changes that could be affecting access to the Actionstep login page. You may also find more details in this Sky Community thread, which covers problems reaching sites hosted in the AWS ap-southeast-2 region: https://helpforum.sky.com/t5/Broadband/Certain-web-addresses-fail-to-load/td-p/5159647. Our login page is hosted in ap-southeast-2, and these connections are currently timing out primarily for Sky Broadband customers. None of your Actionstep data is stored in the ap-southeast-2 region, only the login page is served from there. As soon as you click your system tile, you are redirected to the data centre where your system actually resides (for UK customers, this is the UK region). Your data has not moved and is not being stored outside your designated region. As a temporary workaround, you can use a mobile hotspot to access the login page and sign in, then switch back to your normal Wi‑Fi to continue working once you are logged in. If you need any further help, our support team is available via ticket at https://support.actionstep.com.

5. postmortem Dec 09, 2025, 02:37 PM UTC

   **Post-Incident Summary:** United Kingdom – External Connectivity Issue – December 4, 2025 **Incident Overview** On December 4, 2025, some customers in the United Kingdom – primarily those using Sky Broadband – experienced difficulty accessing the Actionstep login page. This login page \(also known as the Launchpad\) is hosted in the ap-southeast-2 region; however, no customer data for UK systems is stored or processed in this region. Once a user selects their system, they are directed to the appropriate UK/region-specific server where their data resides. Our investigation confirmed that this incident was caused entirely by a Sky ISP routing/connectivity issue preventing requests from reaching a wide variety of services hosted in ap-southeast-2. Actionstep also contacted AWS, who confirmed we were one of hundreds of services affected by the Sky outage. There was no issue with the Actionstep platform, AWS infrastructure, or our regional hosting. The issue began at approximately 2:30 pm GMT on December 4, 2025, and normal access was fully restored by December 9, 2025 **Impact** Customers in the UK using Sky Broadband were intermittently or completely unable to reach the Actionstep login page due to Sky’s network routing issue. Customers using other ISPs, or those switching to an alternative connection such as mobile data, were able to access Actionstep normally. At all times, the Actionstep platform itself remained operational. **Resolution** Once Sky resolved their connectivity issue, normal access to the Actionstep login page was restored. Throughout the incident, Actionstep systems continued to perform normally, and users connecting from unaffected networks experienced no disruption. **Next Steps** No Actionstep changes are required, as the root cause was external to our systems and infrastructure. If customers encounter similar symptoms in the future, we recommend testing an alternative connection \(such as a mobile hotspot\) and contacting their ISP to confirm whether a localised network issue is occurring. **Acknowledgement** We recognise that this caused inconvenience for affected customers and appreciate everyone’s patience while Sky resolved their network routing issue. Ensuring reliable access to Actionstep remains our priority.

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Started Nov 11, 2025, 04:20 PM UTC· resolved Nov 11, 2025, 04:30 PM UTC

1. investigating Nov 11, 2025, 04:20 PM UTC

   Our team is aware of a performance issue Bad Gateway error, when navigating through the Actionstep system. Specifically, these performance issues are affecting US-West-2 Our team is investigating this as a priority and will work to restore the system to normal operations urgently. We will communicate with you regularly regarding the progress of this work to ensure you are back online as soon as possible. In the meantime, our support team is available by https://support.actionstep.com if you require assistance. Regards, Actionstep Support Team

2. identified Nov 11, 2025, 04:22 PM UTC

   Our team has identified an issue with a Bad Gateway error when logging into Actionstep Our team is investigating this as a priority and will work to restore the system to normal operations urgently. We will communicate with you regularly regarding the progress of this work to ensure you are back online as soon as possible. In the meantime, our support team is available by reach out to us by way of ticket submission at https://support.actionstep.com if you require assistance. Regards, Actionstep Support Team

3. resolved Nov 11, 2025, 04:30 PM UTC

   We are communicating to provide further information on the outage that affected the Actionstep system on 11/11/2025 and confirm that the issue is now resolved. This outage started at 8:30 am EST and prevented user access to the system. Some customers who managed to log in experienced error messages and periods of instability and slowness. It is important to confirm that no data was lost, and the issue is related to platform performance only. Our team investigated the issue as the sole priority and released an urgent fix at 11:20 am EST, which restored platform access and brought system performance back to normal levels. The Actionstep team appreciates the impact that this outage may have had on your business, and we want to reiterate our commitment to improving the experience of all customers who use the platform. We have identified the root cause of the issue and implemented steps to prevent it from occurring again in the future. Regards, Actionstep Support Team

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Started Nov 06, 2025, 03:58 PM UTC· resolved Nov 06, 2025, 04:22 PM UTC

1. investigating Nov 06, 2025, 03:58 PM UTC

   Users with Actionstep Payments may see a 403 Forbidden error when attempting to use the feature. We are currently investigating the cause.

2. resolved Nov 06, 2025, 04:22 PM UTC

   Actionstep Payments should now be available for all users. Thank you for your patience.

3. postmortem Nov 06, 2025, 09:36 PM UTC

   **Post-Incident Summary: US – Actionstep Payments Outage – October 17, 2024** ### Incident Overview On October 17, 2024, Actionstep experienced a service outage affecting the Actionstep Payments platform in the US. A configuration update inadvertently restricted access to a required system resource, which caused payment processing and related services to become temporarily unavailable. ### Impact US-based customers were unable to process payments or access related payment features for approximately one hour. ### Resolution The engineering team identified the configuration issue, restored access to the affected resource, and confirmed that all payment services were operating normally. Service was fully restored once functionality was verified across multiple customer accounts. ### Next Steps We are strengthening our change control and rollout processes to ensure configuration updates are thoroughly tested and deployed safely, with improved monitoring and communication to detect and address issues more quickly. ### Acknowledgement We sincerely apologize for the disruption this caused to our US customers. Maintaining reliable and uninterrupted access to Actionstep Payments remains a priority.

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Started Nov 06, 2025, 08:45 AM UTC· resolved Nov 06, 2025, 09:26 AM UTC

1. investigating Nov 06, 2025, 09:03 AM UTC

   We are writing to inform you that our team is aware of an outage affecting the Actionstep system that began on 06/11/2025 08:45 am GMT. Our team is investigating this as the top priority and will work to restore the system to full functionality urgently. We will communicate with you regularly regarding the progress of this work to ensure you are back online as soon as possible. In the meantime, our support team is available by way of ticket submission to https://support.actionstep.com if you require assistance. Regards, Actionstep Support Team

2. identified Nov 06, 2025, 09:15 AM UTC

   The issue has been identified and a fix is being implemented.

3. monitoring Nov 06, 2025, 09:18 AM UTC

   A fix has been implemented and we are monitoring the results.

4. resolved Nov 06, 2025, 09:26 AM UTC

   We are communicating to provide further information on the outage that affected the Actionstep platform on 06/11/2025 and confirm that the issue is now resolved. This outage started at 8:45 am GMT and prevented user access to the system. It is important to confirm that no data was lost, and the issue is related to platform performance only. Our team investigated the issue as the sole priority and released an urgent fix at 9:10 am GMT, which restored platform access and brought system performance back to normal levels. The Actionstep team appreciates the impact that this outage may have had on your business, and we want to reiterate our commitment to improving the experience of all customers who use the platform. We have identified the root cause of the issue and implemented steps to prevent it from occurring again in the future. Regards, Actionstep Support Team

5. postmortem Nov 06, 2025, 09:35 PM UTC

   **Post-Incident Summary: EU-West-1 \(UK\) – System Outage – October 17, 2024** ### Incident Overview On October 17, 2024, Actionstep experienced a service outage affecting customers in the UK region \(EU-West-1\). A configuration update inadvertently restricted access to a required system resource, which caused login failures and prevented users from accessing the platform. ### Impact All UK-based customers were unable to log in or use Actionstep for about one hour. Internal testing environments in the same region were also affected. ### Resolution The engineering team identified the configuration issue, restored access to the affected resource, and confirmed that all systems were operating normally. Service was fully restored once access was verified across multiple customer accounts. ### Next Steps We are improving our change control and rollout processes to ensure configuration updates are tested and deployed safely, with enhanced communication and monitoring to detect issues earlier. ### Acknowledgement We sincerely apologize for the disruption this caused to our UK customers. Ensuring consistent access and reliability remains our highest priority.

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Started Oct 29, 2025, 04:50 PM UTC· resolved Oct 29, 2025, 10:55 PM UTC

1. identified Oct 29, 2025, 04:50 PM UTC

   Microsoft is currently experiencing a service degradation affecting multiple Microsoft 365 services, including Exchange Online, Microsoft 365 Suite, Microsoft Intune, and Microsoft Purview. As a result, Actionstep functionality that relies on Office 365 services is impacted, including but not limited to: The Outlook Add-in Office OneDrive integrations Impact: Users may experience issues accessing these features or see delays when performing Office 365-related operations within Actionstep. Microsoft’s Current Status (as of 10:36 AM MDT): Microsoft is rerouting affected traffic to alternate healthy infrastructure as a near-term mitigation while continuing to investigate the root cause. We’ll continue monitoring Microsoft’s progress and will provide updates as more information becomes available.

2. identified Oct 29, 2025, 05:40 PM UTC

   Microsoft has confirmed that the current outage stems from an issue with Azure Front Door (AFD), beginning at approximately 16:00 UTC. The incident is affecting the availability of multiple Microsoft 365 and Azure services. As a result, Actionstep functionality that depends on Microsoft 365 services continues to be impacted, including but not limited to: The Outlook Add-in Office OneDrive integrations Microsoft’s Current Status (as of 17:18 UTC / 11:18 AM MDT): Microsoft has identified an inadvertent configuration change as the likely cause of the issue. They are currently: Blocking all further configuration changes to Azure Front Door Rolling back to the last known good configuration state Failing the management portal away from AFD to restore access Customers should now be able to access the Azure Management Portal directly. Microsoft has not yet provided an ETA for full recovery but will issue updates approximately every 30 minutes. Impact to Actionstep: Users may continue to experience degraded performance or intermittent issues with Office 365–related features within Actionstep until Microsoft completes their rollback and services stabilize. We are actively monitoring the situation and will provide further updates as they become available.

3. identified Oct 29, 2025, 05:56 PM UTC

   Microsoft has provided an update regarding the ongoing Azure Front Door (AFD) outage, which continues to impact multiple Microsoft 365 and Azure services. As a result, Actionstep functionality that relies on Office 365 operations remains affected, including but not limited to: The Outlook Add-in Office OneDrive integrations Microsoft’s Current Status (as of 17:18 UTC / 11:18 AM MDT): Microsoft has confirmed that an inadvertent configuration change triggered the issue at approximately 16:00 UTC, resulting in latency, timeouts, and service errors across affected systems. They are currently taking several actions to restore stability: Blocking all configuration changes to Azure Front Door (including customer changes) Rolling back AFD to the last known good configuration Ensuring that the faulty configuration does not reapply after recovery Redirecting portal traffic away from AFD to restore access to the Azure Management Portal Most portal functions are now accessible directly, though a small number of endpoints (such as Marketplace) may still experience loading issues. Microsoft has not yet provided an ETA for full restoration but will continue to post updates approximately every 30 minutes. They have also advised customers who use Azure Front Door to consider temporary failover strategies using Azure Traffic Manager: 🔗 Implement failover strategies with Azure Traffic Manager Impact to Actionstep: Users may continue to experience degraded performance or intermittent issues with Office 365–related functionality within Actionstep until Microsoft’s rollback and recovery are complete. We’re actively monitoring Microsoft’s progress and will share further updates as more information becomes available.

4. identified Oct 29, 2025, 06:38 PM UTC

   Microsoft has confirmed that an inadvertent configuration change was the trigger event for the ongoing Azure Front Door (AFD) outage affecting multiple Microsoft 365 and Azure services. As a result, Actionstep functionality that relies on Office 365 services continues to be impacted, including but not limited to: The Outlook Add-in Office OneDrive integrations Microsoft’s Current Status (as of 18:24 UTC / 12:24 PM MDT): Microsoft has initiated the deployment of their last known good configuration, which is expected to complete within approximately 30 minutes. As the deployment progresses, customers may begin to see initial signs of recovery. Once completed, Microsoft will begin restoring nodes and routing traffic through healthy infrastructure. Microsoft has not yet provided an ETA for full restoration but will issue another update within 30 minutes once the rollback deployment completes. Impact to Actionstep: Users may continue to experience degraded or inconsistent performance in Office 365–related features within Actionstep until Microsoft’s rollback and recovery processes are complete. We are actively monitoring Microsoft’s progress and will continue to provide updates as new information becomes available.

5. monitoring Oct 29, 2025, 07:06 PM UTC

   Microsoft 365 Outage – Ongoing Recovery Microsoft has confirmed that an inadvertent configuration change to Azure Front Door caused connectivity issues affecting Microsoft 365 services. Mitigation is now in progress, and customers may begin seeing signs of recovery as Microsoft restores healthy nodes. Actionstep features that rely on Office 365 (including Outlook add-ins, OneDrive integrations, and email services) may continue to experience intermittent issues during this process. We’ll continue monitoring Microsoft’s progress and will provide updates as more information becomes available.

6. monitoring Oct 29, 2025, 07:38 PM UTC

   Microsoft has confirmed that an inadvertent configuration change to Azure Front Door (AFD) triggered widespread connectivity issues affecting multiple Microsoft 365 and Azure services. As a result, Actionstep functionality that relies on Office 365 services may continue to experience degraded performance or intermittent issues. This includes, but is not limited to: The Outlook Add-in Office OneDrive integrations Microsoft’s Current Status (as of 19:20 UTC / 1:20 PM MDT): Microsoft has stated that full mitigation is anticipated within the next four hours, with an expected recovery by 23:20 UTC on October 29, 2025, as they continue restoring and routing traffic through healthy nodes. Customer configuration changes within Azure Front Door remain temporarily blocked during this process. Microsoft will provide another update on progress within two hours or sooner if warranted. We are actively monitoring Microsoft’s recovery efforts and will continue to update this page as new information becomes available.

7. monitoring Oct 29, 2025, 08:33 PM UTC

   Microsoft has confirmed that an inadvertent configuration change to Azure Front Door (AFD) caused latency, timeouts, and errors affecting multiple Microsoft 365 and Azure services. As a result, Actionstep features that rely on Office 365 services may continue to experience intermittent disruptions, including: The Outlook Add-in OneDrive integrations Microsoft’s Current Status (as of 19:57 UTC / 1:57 PM MDT): Microsoft has successfully completed the deployment of their last known good configuration, and customers should now be seeing early signs of recovery. The recovery process is ongoing as Microsoft restores and routes traffic through healthy nodes. Microsoft anticipates full mitigation within the next four hours, with recovery expected by 23:20 UTC on October 29, 2025. They plan to provide another update within two hours or sooner if warranted. We will continue to monitor the situation closely and provide updates as new information becomes available.

8. monitoring Oct 29, 2025, 09:06 PM UTC

   Microsoft has confirmed that an inadvertent configuration change to Azure Front Door (AFD) led to widespread latency, timeouts, and errors across several Microsoft 365 and Azure services. As a result, Actionstep features that depend on Office 365 services may still experience intermittent disruptions, including: The Outlook Add-in OneDrive integrations Microsoft’s Current Status (as of 19:57 UTC / 1:57 PM MDT): Microsoft has completed deployment of their last known good configuration, and customers are beginning to see early signs of recovery. The recovery process remains ongoing as Microsoft continues to restore service and route traffic through healthy infrastructure. Microsoft expects full mitigation within the next four hours, with recovery anticipated by 23:20 UTC on October 29, 2025. Another update will be provided within two hours or sooner if necessary. We are continuing to closely monitor Microsoft’s progress and will share additional updates as new information becomes available.

9. monitoring Oct 29, 2025, 09:28 PM UTC

   Microsoft has confirmed that an inadvertent configuration change to Azure Front Door (AFD) caused widespread latency, timeouts, and errors across multiple Microsoft 365 and Azure services. As a result, Actionstep features that depend on Office 365 services have experienced intermittent disruptions, including: The Outlook Add-in OneDrive integrations Some users have reported that this functionality has returned. Microsoft’s Current Status (as of 19:57 UTC / 1:57 PM MDT): Microsoft has completed the deployment of their last known good configuration, and some users are now regaining access to the Outlook Add-in as recovery progresses. Service restoration continues as Microsoft brings additional nodes online and routes traffic through healthy infrastructure. Microsoft anticipates full mitigation within the next four hours, with recovery expected by 23:20 UTC on October 29, 2025. They plan to provide another update within two hours or sooner if warranted. We are continuing to monitor the situation closely and will share further updates as more information becomes available.

10. monitoring Oct 29, 2025, 10:39 PM UTC

    Microsoft has reported significant progress in mitigating the earlier Azure Front Door (AFD) outage that caused latency, timeouts, and service errors across Microsoft 365 and Azure services. This recovery effort involves reloading configurations and rebalancing traffic across a large number of nodes to restore full operational scale. The process is gradual by design to ensure stability and prevent overload as dependent services recover. Microsoft is seeing strong signs of improvement across affected regions and remains on track for full mitigation by 23:20 UTC on October 29, 2025, though full recovery may occur sooner. Impact to Actionstep: Users should now be able to access Microsoft-related functionality, including the Outlook Add-in, OneDrive integrations, and Office 365 email services. Some users may still experience intermittent issues while Microsoft’s recovery completes. We are continuing to monitor Microsoft’s progress and will provide confirmation once full restoration is achieved.

11. monitoring Oct 29, 2025, 10:54 PM UTC

    Access to Microsoft-related functionality — including the Outlook Add-in, OneDrive integrations, and Office 365 email services — has been restored. Users should now experience normal performance. We will continue to monitor Microsoft’s service health to ensure stability but consider this incident resolved.

12. resolved Oct 29, 2025, 10:55 PM UTC

    Access to Microsoft-related functionality — including the Outlook Add-in, OneDrive integrations, and Office 365 email services — has been restored. Users should now experience normal performance. We will continue to monitor Microsoft’s service health to ensure stability but consider this incident resolved.

13. postmortem Nov 06, 2025, 07:48 PM UTC

    **Post-Incident Summary:** Microsoft Dependency Disruption – Global – October 29, 2025 **Incident Overview** On October 29, 2025, a widespread outage affecting Microsoft’s Azure Front Door service caused latency, timeouts, and service errors across Microsoft 365 and Azure platforms. This impacted Actionstep features that rely on Microsoft services. **Impact** During the incident, some users experienced difficulty accessing Microsoft-related functionality, including the Outlook Add-in, OneDrive integrations, and Office 365 email services. Service availability improved as Microsoft began recovery efforts, though intermittent issues persisted for some users. **Resolution** Microsoft reloaded configurations and rebalanced traffic across its network to restore full operational capacity. As of 23:20 UTC, Microsoft reported significant progress, and Actionstep services dependent on Microsoft systems have largely returned to normal operation. **Next Steps** Actionstep will continue monitoring Microsoft’s recovery and ensure all integrations remain stable. We are also reviewing dependency monitoring to improve early detection of third-party disruptions. **Acknowledgement** We appreciate your patience during this incident and apologize for the inconvenience. Ensuring reliable access to all integrated services remains a top priority for Actionstep.

Read the full incident report →

Started Oct 21, 2025, 11:05 PM UTC· resolved Oct 21, 2025, 11:40 PM UTC

1. monitoring Oct 21, 2025, 11:05 PM UTC

   Our main website (actionstep.com) is currently undergoing maintenance and may be temporarily unavailable. This does not affect access to Actionstep itself. If you normally sign in via the website, you can log in directly at: 👉 https://go.actionstep.com/ We’ll post an update once the website is back online.

2. resolved Oct 21, 2025, 11:40 PM UTC

   Our main website (actionstep.com) is now operational.

3. postmortem Nov 06, 2025, 07:45 PM UTC

   On November 6, 2025, Actionstep’s main website \([actionstep.com](http://actionstep.com)\) became temporarily unavailable during a scheduled maintenance activity. The maintenance affected only the public website and did not impact access to the Actionstep application.

Read the full incident report →

Started Oct 20, 2025, 03:39 PM UTC· resolved Oct 20, 2025, 08:19 PM UTC

1. identified Oct 20, 2025, 03:39 PM UTC

   We are writing to inform that our team is aware of an outage affecting Us-East-1 that began on October 20. Our team is investigating this as the top priority and will work to restore the system to full functionality urgently. However, this is linked to the outage caused by our 3rd party server host, AWS. We will communicate with you regularly regarding the progress of this work to ensure you are back online as soon as possible. In the meantime, our support team is available by way of ticket submission to https://support.actionstep.com if you require assistance. Regards, Actionstep Support Team

2. identified Oct 20, 2025, 03:51 PM UTC

   We are continuing to work on a fix for this issue.

3. identified Oct 20, 2025, 03:52 PM UTC

   We’re currently experiencing an outage affecting customers in the US-East-1 region. The issue has been identified as part of a broader AWS service disruption, and our team is monitoring their recovery efforts closely. We’ll provide updates as soon as AWS confirms resolution. Thank you for your patience. In the meantime, our support team is available by way of ticket submission to https://support.actionstep.com if you require assistance.

4. monitoring Oct 20, 2025, 04:09 PM UTC

   Update – Ongoing AWS US-East-1 Outage The AWS outage impacting our US-East-1 region remains ongoing. While some recovery progress has been reported by AWS, our affected services are not yet fully operational. We continue to monitor AWS’s recovery efforts and will restore full functionality as soon as their systems stabilize. Our support systems are operational, and our team remains available for assistance via https://support.actionstep.com/support/tickets/new or emailing us directly at [email protected] We’ll post another update once AWS confirms full resolution.

5. monitoring Oct 20, 2025, 04:33 PM UTC

   Update – AWS US-East-1 Outage AWS continues to make progress in restoring services within the US-East-1 region, and we are beginning to see partial recovery across some customer environments. Our team is actively monitoring the situation and validating system stability as services come back online. Access may continue to be intermittent during this period. Our support systems remain available — if you need assistance, please submit a ticket at https://support.actionstep.com/support/tickets/new or email us directly at [email protected] We’ll share another update once AWS confirms full resolution.

6. monitoring Oct 20, 2025, 04:58 PM UTC

   Update – Practice Management Platform (AWS US-East-1) AWS has reported continued recovery across the US-East-1 region, and we are observing improved availability within our Practice Management Platform. Our team continues to monitor AWS’s recovery efforts and validate all affected environments. If you require assistance, please submit a ticket at https://support.actionstep.com/support/tickets/new or email us directly at [email protected] We’ll provide another update once full restoration is confirmed.

7. monitoring Oct 20, 2025, 05:19 PM UTC

   Update – Practice Management Platform (AWS US-East-1) AWS has reported continued recovery across the US-East-1 region, and we are observing improved availability within our Practice Management Platform. Our team continues to monitor AWS’s recovery efforts and validate all affected environments. If you require assistance, please submit a ticket at https://support.actionstep.com/support/tickets/new or email us directly at [email protected] We’ll provide another update once full restoration is confirmed.

8. monitoring Oct 20, 2025, 05:40 PM UTC

   AWS continues to report steady recovery within the US-East-1 region, and we’re seeing some availability across the Practice Management Platform. Our team remains actively monitoring AWS’s progress and validating all impacted environments. If you need assistance, please reach out at support.actionstep.com/support/tickets/new or email [email protected] We’ll continue to share updates until full service restoration is confirmed.

9. monitoring Oct 20, 2025, 05:50 PM UTC

   AWS is reporting that errors within the US-East-1 region are beginning to subside, and we’re seeing improving availability across the Practice Management Platform. Our team remains actively monitoring AWS’s progress and validating all affected environments. If you need assistance, please reach out at support.actionstep.com/support/tickets/new or email [email protected] We’ll continue to share updates until full service restoration is confirmed.

10. monitoring Oct 20, 2025, 06:06 PM UTC

    AWS has reported that errors in the US-East-1 region are beginning to subside. We’re seeing some improvement in availability across the Practice Management Platform. Our team is closely monitoring AWS’s recovery and validating all affected environments. We’ll continue to post updates until full service restoration is confirmed. If you need assistance, please contact us at support.actionstep.com/support/tickets/new or email [email protected]

11. monitoring Oct 20, 2025, 06:28 PM UTC

    AWS continues to report steady recovery within the US-East-1 region, and we’re seeing some availability across the Practice Management Platform. Our team remains actively monitoring AWS’s progress and validating all impacted environments. If you need assistance, please reach out at support.actionstep.com/support/tickets/new or email [email protected] We’ll continue to share updates until full service restoration is confirmed.

12. monitoring Oct 20, 2025, 06:38 PM UTC

    AWS has reported that errors in the US-East-1 region are beginning to subside. We’re seeing some improvement in availability across the Practice Management Platform. Our team is closely monitoring AWS’s recovery and validating all affected environments. We’ll continue to post updates until full service restoration is confirmed. If you need assistance, please contact us at support.actionstep.com/support/tickets/new

13. monitoring Oct 20, 2025, 07:18 PM UTC

    AWS has reported that errors in the US-East-1 region are still beginning to subside. We’re seeing some improvement in availability across the Practice Management Platform. Our team is closely monitoring AWS’s recovery and validating all affected environments. We’ll continue to post updates until full service restoration is confirmed. If you need assistance, please contact us at support.actionstep.com/support/tickets/new

14. monitoring Oct 20, 2025, 07:37 PM UTC

    AWS has reported that errors in the US-East-1 region are beginning to subside. We’re seeing improvement in availability across the Practice Management Platform. Some customers may now be able to access the platform, though some may still experience slow performance or intermittent errors as services stabilize. Our team is closely monitoring AWS’s recovery and validating all affected environments. We’ll continue to post updates until full service restoration is confirmed. If you need assistance, please contact us at support.actionstep.com/support/tickets/new

15. monitoring Oct 20, 2025, 07:39 PM UTC

    Update – Practice Management Platform (AWS US-East-1) AWS has confirmed that services in the US-East-1 region have been restored. We are now seeing our servers fully back online, and the Practice Management Platform should be accessible again. Please note that performance may be slower than usual as systems recover and traffic levels normalize. Our team will continue to monitor stability closely. If you are still experiencing any issues, please contact us via https://support.actionstep.com/support/tickets/new or email [email protected] We’ll post a final confirmation once system performance has fully stabilized.

16. monitoring Oct 20, 2025, 07:40 PM UTC

    Update – Practice Management Platform (AWS US-East-1) AWS has confirmed that services in the US-East-1 region have been restored. We are now seeing our servers fully back online, and the Practice Management Platform should be accessible again. Please note that performance may be slower than usual as systems recover and traffic levels normalize. Our team will continue to monitor stability closely. If you are still experiencing any issues, please contact us via https://support.actionstep.com/support/tickets/new or email [email protected] We’ll post a final confirmation once system performance has fully stabilized.

17. resolved Oct 20, 2025, 08:19 PM UTC

    Resolved – Practice Management Platform (AWS US-East-1) This incident has been resolved. AWS has fully restored services in the US-East-1 region, and the Practice Management Platform is now operating normally. Performance and access have returned to expected levels across all customer environments. A post-mortem report outlining the impact and timeline of this incident will be published on this page once completed. Thank you for your patience while we monitored recovery and validated systems. If you experience any ongoing issues, please contact us at https://support.actionstep.com/support/tickets/new or email [email protected]

18. postmortem Oct 20, 2025, 08:21 PM UTC

    **Post-Incident Summary: North America \(US-East-1\) – AWS Outage Impact – October 20, 2025** **Incident Overview** On October 20, 2025, Actionstep services in the US-East-1 region were affected by a widespread outage within Amazon Web Services \(AWS\). This incident originated from AWS infrastructure and impacted many cloud-based platforms globally, not just Actionstep. As a result, customers experienced degraded performance and intermittent downtime across the Practice Management and Legal Accounting platforms. **Impact** The outage occurred between approximately **9:39 a.m. and 2:19 p.m. MDT**. During this period, some customers in North America experienced slow performance, timeouts, and temporary unavailability of certain features. The issue was entirely due to an AWS infrastructure failure and was not caused by Actionstep systems or changes. **Resolution** AWS restored functionality in the affected region, after which Actionstep systems automatically recovered. Our engineering team closely monitored the recovery process and validated all environments to confirm full stability and normal operation. For more information about this outage, please see the AWS website: [Service health - Oct 20, 2025 | AWS Health Dashboard | Global](https://health.aws.amazon.com/health/status) **Next Steps** We are reviewing our communication and monitoring processes to ensure faster updates and improved transparency during third-party service disruptions. We are also exploring additional resilience measures to minimize the impact of future upstream provider outages. **Acknowledgement** We understand the disruption this caused and apologize for the impact on your firm’s operations. While this incident originated outside of Actionstep’s control, we remain committed to maintaining system reliability and ensuring clear, timely communication during any service interruption.

Read the full incident report →

Started Oct 20, 2025, 03:38 PM UTC· resolved Oct 20, 2025, 04:04 PM UTC

1. monitoring Oct 20, 2025, 03:38 PM UTC

   We are currently investigating an issue related to a widespread AWS outage affecting multiple services globally. Our Practice Management Platform is affected for customers on the US-East-1 Serverl; other regions are functioning. Our support ticketing system (Freshdesk) is also impacted. This may delay responses to support requests. Our Legal Accounting Platform is also fully operational, but its Intercom chat support is currently unavailable due to the same AWS outage. We are monitoring the situation closely and will restore normal support operations as soon as AWS resolves the issue. Further updates will be posted here as they become available.

2. monitoring Oct 20, 2025, 03:42 PM UTC

   We are continuing to monitor for any further issues.

3. resolved Oct 20, 2025, 04:04 PM UTC

   Final Update – Support System Outage Our support system (Freshdesk) has now been fully restored following the earlier AWS outage. However, our Practice Management Platform—which is hosted on the AWS US-East region—remains impacted due to ongoing AWS service disruption in that region. Customer databases in this region are still unavailable. A separate incident has been created to track the Practice Management platform outage specifically. This post will now be closed to reflect that the original support system disruption has been resolved. We appreciate your continued patience as we monitor AWS’s progress and work to restore full access as soon as possible.

4. postmortem Oct 20, 2025, 08:27 PM UTC

   **Post-Incident Summary: Global – Third-Party Communication Outage – October 20, 2025** **Incident Overview** On October 20, 2025, a widespread AWS outage in the US-East-1 region affected several third-party platforms, including Freshdesk and Intercom. As a result, Actionstep’s Support and Accounting teams were unable to send or receive tickets, live chats, or email communications during the disruption. **Impact** The issue occurred between approximately **9:38 a.m. and 10:04 a.m. MDT**. During this time, customers were unable to contact Actionstep Support or Accounting through normal channels. The outage originated from AWS infrastructure supporting Freshdesk and Intercom and did not involve any Actionstep systems. **Resolution** Freshdesk restored services once AWS resolved the underlying issue. Actionstep teams verified full functionality and resumed normal support operations immediately after recovery. **Next Steps** We are reviewing backup communication options and evaluating redundancy for critical customer communication tools to ensure we can continue providing updates and assistance during future third-party outages. **Acknowledgement** We understand the inconvenience this caused and apologize for the disruption to your ability to reach our teams. Maintaining reliable communication and support availability is a top priority, and we are taking steps to strengthen our resilience against external service interruptions.

Read the full incident report →

Started Oct 13, 2025, 10:40 PM UTC· resolved Oct 13, 2025, 10:50 PM UTC

1. identified Oct 13, 2025, 10:40 PM UTC

   We are writing to inform that our team is aware of an outage affecting the Actionstep Stagings systems that began on 14/10/2025, 11:20am nzt. Our team is investigating this as the top priority and will work to restore the system to full functionality urgently. We will communicate with you regularly regarding the progress of this work to ensure you are back online as soon as possible. In the meantime, our support team is available by way of ticket submission to https://support.actionstep.com if you require assistance. Regards, Actionstep Support Team

2. resolved Oct 13, 2025, 10:50 PM UTC

   We are communicating to provide further information on the outage that affected the Staging platform on 14 October 2025 and confirm that the issue is now resolved. This outage started from 11:20am nzt and prevented user access to the system. Some customers who managed to log in experienced error messages and periods of instability and slowness. It is important to confirm that no data was lost, and the issue related to platform performance only. Our team investigated the issue as the sole priority and released an urgent fix at 11:45am nzt which restored platform access and brought system performance back to normal levels. The Actionstep team appreciate the impact that this outage may have had on your business, and we want to reiterate our commitment to improving the experience of all customers who use the platform. We have identified the root cause of the issue and implemented steps to prevent it from occurring again in future. Regards, Actionstep Support Team

3. postmortem Oct 20, 2025, 09:00 PM UTC

   ### **Post-Incident Summary: Staging Environment Outage – October 13, 2025** **Incident Overview** On October 13, 2025, Actionstep’s Staging environment experienced a temporary service interruption following a system update that affected how application services processed requests. **Impact** Between 11:29 – 12:20 UTC and again 22:16 – 22:33 UTC, users accessing the Staging environment encountered errors and were unable to complete normal testing or pre-release activities. **Resolution** The engineering team identified the update as the cause and restored service by rolling back to a stable configuration. Functionality was verified and all systems in Staging returned to normal operation. **Next Steps** We are refining our deployment and testing procedures to ensure updates to non-production environments are validated without impacting users. Additional automated checks and pre-deployment reviews will be implemented. **Acknowledgement** We apologize for the disruption this caused. Maintaining reliable and predictable environments for testing and validation remains a key priority.

Read the full incident report →

Started Oct 13, 2025, 11:33 AM UTC· resolved Oct 13, 2025, 12:27 PM UTC

1. identified Oct 13, 2025, 11:33 AM UTC

   We are writing to inform you that our team is aware of an outage affecting the Actionstep system that began on Tuesday, October 14, 2025, at approximately 00:20 AM NZDT. Our team is investigating this as the top priority and will work to restore the system to full functionality urgently. We will communicate with you regularly regarding the progress of this work to ensure you are back online as soon as possible. In the meantime, our support team is available by way of ticket submission to https://support.actionstep.com if you require assistance. Regards, Actionstep Support Team

2. identified Oct 13, 2025, 11:38 AM UTC

   We are continuing to work on a fix for this issue.

3. identified Oct 13, 2025, 11:49 AM UTC

   Our team is investigating this as the top priority and will work to restore the system to full functionality urgently. We will communicate with you regularly regarding the progress of this work to ensure you are back online as soon as possible. In the meantime, our support team is available by way of ticket submission to https://support.actionstep.com if you require assistance. Regards, Actionstep Support Team

4. identified Oct 13, 2025, 11:58 AM UTC

   Our team continues to investigate this issue as the highest priority and is committed to restoring full system functionality as quickly as possible. We will keep you updated regularly on the progress to ensure you are back online without delay. In the meantime, if you need assistance, please reach out to our support team by submitting a ticket at https://support.actionstep.com. Regards, Actionstep Support Team

5. identified Oct 13, 2025, 12:10 PM UTC

   Our team continues to investigate this issue as a top priority. We have implemented a fix for the EU‑WEST server and will be rolling it out to all servers shortly to restore full functionality. We will provide regular updates on our progress to keep you informed and ensure you are back online as soon as possible. If you need assistance in the meantime, please contact our support team by submitting a ticket at https://support.actionstep.com. Regards, Actionstep Support Team

6. resolved Oct 13, 2025, 12:27 PM UTC

   We are communicating to provide further information on the outage that affected the Actionstep platform on Tuesday, October 14, 2025, at approximately 00:00 AM NZDT and to confirm that the issue is now resolved. This outage started at 00:00 AM NZDT and prevented user access to the system It is important to confirm that no data was lost, and the issue related to platform performance only. Our team investigated the issue as the sole priority and released an urgent fix at 01:20 AM NZDT, which restored platform access and brought system performance back to normal levels. The Actionstep team appreciates the impact that this outage may have had on your business, and we want to reiterate our commitment to improving the experience of all customers who use the platform. We have identified the root cause of the issue and implemented steps to prevent it from occurring again in future. Regards, Actionstep Support Team

7. postmortem Oct 20, 2025, 09:02 PM UTC

   ### **Post-Incident Summary: Production Environment Outage – October 13, 2025** **Incident Overview** On October 13, 2025, Actionstep experienced two brief service interruptions in the Production environment caused by a system update that affected how application services processed requests. **Impact** Customers across all regions experienced temporary unavailability between 11:29 – 12:20 UTC and 22:16 – 22:33 UTC. During these times, users were unable to access or perform actions within the platform. **Resolution** The engineering team identified the cause and restored service by rolling back the recent update to a stable version. The corrected configuration was rebuilt, tested, and redeployed to confirm full restoration of normal operations. **Next Steps** We are enhancing our testing and deployment processes to prevent similar issues. This includes improved validation of system updates, additional automated testing before release, and refined monitoring to detect issues earlier. **Acknowledgement** We sincerely apologize for the disruption and appreciate your patience. Maintaining a stable and reliable platform remains our highest priority.

Read the full incident report →

Started Oct 03, 2025, 08:26 AM UTC· resolved Oct 03, 2025, 09:22 AM UTC

1. investigating Oct 03, 2025, 08:26 AM UTC

   Our team has identified an issue impacting Reports, document generation, and the Gmail/Outlook add-ins, which are currently unable to assign emails or finalize invoices. These performance issues are specifically affecting Actionstep customers in the EU West 1 region. We are actively investigating this as a top priority and working to restore normal operations as soon as possible. We will continue to provide regular updates on our progress to keep you informed. In the meantime, if you need assistance, please reach out to our support team by submitting a ticket at https://support.actionstep.com. Regards, Actionstep Support Team

2. investigating Oct 03, 2025, 08:46 AM UTC

   Our team is still actively investigating the issue affecting Reports, document generation, and Gmail/Outlook functionality in the EU West 1 region. We understand the disruption this is causing and truly appreciate your patience while we work to resolve it. We will continue to share updates as progress is made. Thank you for bearing with us. Regards, Actionstep Support Team

3. identified Oct 03, 2025, 09:04 AM UTC

   We have identified the root cause of the issue, and our engineering team is actively working on a fix. We will provide further updates as progress is made.

4. resolved Oct 03, 2025, 09:22 AM UTC

   We are communicating to provide further information on the issue affecting Reports, document generation, email assignment, and invoice finalization on the eu-west-1 platform on October 3, 2025, and confirm that the issue is now resolved. This issue impacted the ability to run reports, finalize invoices, and assign emails via Gmail/Outlook add-ins from 09:00 BST to 10:15 BST, and resulted in tasks being stuck in processing without completion. It is important to confirm that no data was lost, and the issue is related to platform performance only. Our team investigated the issue as the sole priority during the day and released an urgent fix at 10:15 BST, which restored all functionality to normal operations. The Actionstep team appreciates the impact that this issue may have had on your business, and we want to reiterate our commitment to improving the experience of all customers who use the platform. We have identified the root cause of the issue and implemented steps to prevent it from occurring again in the future. Regards, Actionstep Support Team

Read the full incident report →

Started Sep 19, 2025, 05:45 PM UTC· resolved Sep 19, 2025, 07:24 PM UTC

1. investigating Sep 19, 2025, 06:21 PM UTC

   Our team has identified an issue with Document Management in the Actionstep Practice Management platform that is resulting in a 403 forbidden error when attempting to manage documents. This is happening when editing, uploading, and generating documents. Some customers are also experiencing issues using the Word add-in. Our team is investigating this as a priority and will work to restore the system to normal operations urgently. We will communicate with you regularly regarding the progress of this work to ensure you are back online as soon as possible. In the meantime, our support team is available to reach out to us by way of ticket submission at https://support.actionstep.com if you require assistance. Regards, Actionstep Support Team

2. investigating Sep 19, 2025, 06:25 PM UTC

   We wanted to provide an update on the Document Management issue communicated earlier. Our team is still working to resolve the issue, which remains our top priority. We thank you for your patience and encourage you to reach out to us by way of ticket submission at https://support.actionstep.com if you require further assistance. We will communicate with you regularly regarding the progress of this work to ensure you are back working as soon as possible. Regards, Actionstep Support Team

3. investigating Sep 19, 2025, 06:38 PM UTC

   We wanted to provide an update on the Document Management issue communicated earlier. We are working with our AWS infrastructure partner to investigate this further. Our team is still working to resolve the issue, which remains our top priority. We thank you for your patience and encourage you to reach out to us by way of ticket submission at https://support.actionstep.com if you require further assistance. We will communicate with you regularly regarding the progress of this work to ensure you are back online as soon as possible. Regards, Actionstep Support Team

4. identified Sep 19, 2025, 06:42 PM UTC

   Our team has identified the cause of the issue with Document Management in the Actionstep Practice Management platform that is resulting in a 403 forbidden error when attempting to manage documents. This issue occurs during the editing, uploading, and generation of documents. Some customers are also experiencing issues using the Word add-in, managing contact records, and accessing data collections. Our team is working to prepare a fix to restore the system to normal operations urgently. We will communicate with you regularly regarding the progress of this work to ensure you are back working as soon as possible. In the meantime, our support team is available to reach out to us by way of ticket submission at https://support.actionstep.com if you require assistance. Regards, Actionstep Support Team

5. identified Sep 19, 2025, 06:44 PM UTC

   Our team has identified the cause of the issue with Document Management in the Actionstep Practice Management platform that is resulting in a 403 forbidden error when attempting to manage documents. This issue occurs during the editing, uploading, and generation of documents. Some customers are also experiencing problems using the Word add-in. Some customers were also experiencing issues with managing contact records and data collections; these issues have been resolved. We have released a fix for our US servers; our Canadian server continues to see issues. In the meantime, our support team is available to reach out to us by way of ticket submission at https://support.actionstep.com if you require assistance. Regards, Actionstep Support Team

6. monitoring Sep 19, 2025, 07:07 PM UTC

   Our team has identified the cause of the issue with Document Management in the Actionstep Practice Management platform that is resulting in a 403 forbidden error when attempting to manage documents. This issue occurs during the editing, uploading, and generation of documents. Some customers are also experiencing problems using the Word add-in. Some customers were also experiencing issues with managing contact records and data collections; these issues have been resolved. We have released a fix for all North American regions. We will continue to monitor our servers and support channels for any further reports. Regards, Actionstep Support Team

7. resolved Sep 19, 2025, 07:24 PM UTC

   We are writing to provide further information on the issues affecting the Actionstep Practice Management platform, which occurred on September 19, 2025, and to confirm that the issue is now resolved. This issue impacted Document, Contact, and Custom Data Management as well as integrations such as Outlook, Word, and Zapier from 11:45MDT to 13:00MDT, resulting in 403 errors and preventing the use of those functions. The Actionstep team appreciates the impact that this issue may have had on your business, and we want to reiterate our commitment to improving the experience of all customers who use the platform. We have identified the root cause of the issue and implemented steps to prevent it from occurring again in the future. A full post-mortem will be available in the coming days on the Actionstep Practice Management Status page. Regards, Actionstep Support Team

8. postmortem Sep 19, 2025, 08:37 PM UTC

   **Post-Incident Summary: North America Feature Outage – September 19, 2025** **Incident Overview** On September 19, 2025, Actionstep experienced an outage affecting several features in North America, including document, contact, and custom data management, as well as integrations such as Outlook, Word, and Zapier. Customers encountered 403 error messages during this time. **Impact** The issue occurred between 11:45 a.m. MDT and 1:00 p.m. MDT. During this period, customers in North America were unable to reliably use the affected features. **Resolution** Our engineering team identified the root cause and worked with our partners to remediate the issue. Full functionality was restored by 1:00 p.m. MDT. **Next Steps** We are implementing additional safeguards in our change management and quality assurance processes to ensure this type of disruption does not occur again. **Acknowledgement** We understand the disruption this caused and apologize for the impact on your firm’s operations. Maintaining system stability and reliability is our top priority, and we are taking steps to strengthen our controls and prevent recurrence.

Read the full incident report →