Basecamp experienced a critical incident on September 29, 2026 affecting Basecamp 5 and HEY, lasting 24m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Sep 29, 2026, 12:10 PM UTC
HEY is having trouble loading. We're looking into the root cause and will keep you posted here. We're so sorry for the interruption, everyone.
- investigating Sep 29, 2026, 12:20 PM UTC
We're still investigating the trouble with HEY and will keep you posted here. We're so sorry, folks.
- investigating Sep 29, 2026, 12:26 PM UTC
We are continuing to investigate this issue.
- investigating Sep 29, 2026, 12:30 PM UTC
Basecamp 5 and HEY are coming back online. We're actively monitoring both.
- investigating Sep 29, 2026, 12:32 PM UTC
Basecamp 5 and HEY are back up. We'll continue to monitor it to make sure it's stable. So sorry for the interruption today, folks.
- resolved Sep 29, 2026, 12:34 PM UTC
Basecamp 5 and HEY are back up. We'll continue to monitor it to make sure it's stable. So sorry for the interruption today, folks.
- postmortem Sep 29, 2026, 02:20 PM UTC
This morning, power maintenance in our Ashburn datacenter caused our load balancers there to briefly stop serving customer traffic. That meant Basecamp and HEY were down for some customers in the U.S. and parts of Europe. Our three other datacenters remained online during the incident. After fixing the root cause, we noticed some lingering network instabilities. This led to increased errors with using Basecamp and HEY. Our Ops team quickly rolled out a fix for these as well. This was an avoidable problem. These devices should be resilient to this type of maintenance but were misconfigured. We’ve corrected the issue that caused today's incident to prevent this problem from recurring. We’re very sorry for interrupting your work today. If you have any questions, or if we can help in any way, please [reach out to our support crew](mailto:[email protected]).