Resolved after 19 minutes, affecting us1: Data Center - US East and us2: Data Center - US West and 1 more, on September 7, 2026.
On September 7, 2026, at 13:00 UTC, customers experienced an inability to access the Anaplan platform. Customers encountered redirect loops and blank pages when attempting to access the user interface, and integrations were degraded. **Root cause** A back-end system update to our authentication system inadvertently redirected token validation to an incorrect endpoint. The problem wasn’t found before the release because the endpoint was available in the testing environments, so validation worked as expected. The failure appeared in production, where the endpoint was unavailable. As a result, the system couldn’t retrieve the keys needed to verify customer session tokens and couldn’t authenticate customer requests. **Recovery** Our engineering team identified the issue and took immediate action. Upon detecting authentication errors following the release, we immediately triggered a rollback of the authentication system to the previous version. This restored the correct token validation endpoint, and authentication errors were returned to normal levels. Session token validation was restored, and customers regained access to the platform. By 13:35 UTC, the issue was fully resolved. **Corrective and preventative actions** We are implementing the following actions to prevent recurrence: * We are correcting the authentication system configuration so that token validation uses the correct endpoint. This prevents session token validation from being redirected to an incorrect endpoint by a system update. * We are adding validation checks to our deployment process to confirm that update dependencies are active in the production environment before release. This prevents updates from being deployed that rely on configurations not available in production. We apologize for the impact this issue has had on your operations. We are committed to the improvements outlined above to prevent similar disruptions. If you have questions or concerns, please contact our Support team.
Affected components
Update timeline
- investigating Sep 07, 2026, 01:26 PM UTC
We are currently investigating an issue impacting customers’ ability to access the Anaplan Platform. We are working to resolve this issue as quickly as possible and will provide updates every 30 minutes or upon resolution.
- investigating Sep 07, 2026, 01:33 PM UTC
We are currently investigating an issue impacting customers’ ability to access the Anaplan Platform. We are working to resolve this issue as quickly as possible and will provide updates every 30 minutes or upon resolution.
- monitoring Sep 07, 2026, 01:35 PM UTC
Service has now been restored; you should now be able to resume normal activities. We will continue to monitor the platform to ensure no additional issues arise. If you have any questions, concerns, or continue to experience issues, please do not hesitate to contact Anaplan Support. We will provide a final update to you when we consider this situation fully resolved.
- resolved Sep 07, 2026, 01:46 PM UTC
We have confirmed that the issue is now resolved. We deeply apologize for any impact this issue may have caused. We appreciate your patience and partnership as we worked through this issue. We will follow up within 7 business days with a detailed root cause analysis (RCA) that will be shared on our Status Page. If you have any question or concerns, please do not hesitate to contact us at Anaplan Support.
- postmortem Sep 16, 2026, 10:19 PM UTC
On September 7, 2026, at 13:00 UTC, customers experienced an inability to access the Anaplan platform. Customers encountered redirect loops and blank pages when attempting to access the user interface, and integrations were degraded. **Root cause** A back-end system update to our authentication system inadvertently redirected token validation to an incorrect endpoint. The problem wasn’t found before the release because the endpoint was available in the testing environments, so validation worked as expected. The failure appeared in production, where the endpoint was unavailable. As a result, the system couldn’t retrieve the keys needed to verify customer session tokens and couldn’t authenticate customer requests. **Recovery** Our engineering team identified the issue and took immediate action. Upon detecting authentication errors following the release, we immediately triggered a rollback of the authentication system to the previous version. This restored the correct token validation endpoint, and authentication errors were returned to normal levels. Session token validation was restored, and customers regained access to the platform. By 13:35 UTC, the issue was fully resolved. **Corrective and preventative actions** We are implementing the following actions to prevent recurrence: * We are correcting the authentication system configuration so that token validation uses the correct endpoint. This prevents session token validation from being redirected to an incorrect endpoint by a system update. * We are adding validation checks to our deployment process to confirm that update dependencies are active in the production environment before release. This prevents updates from being deployed that rely on configurations not available in production. We apologize for the impact this issue has had on your operations. We are committed to the improvements outlined above to prevent similar disruptions. If you have questions or concerns, please contact our Support team.
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