Unable to login to the portal via Multi Factor Authentication (MFA)

Update timeline

1. investigating Aug 17, 2026, 02:13 PM UTC

   User accounts configured with Local Authentication and Multi-Factor Authentication (MFA) are currently unable to log in to the Production portal. After users enter valid credentials and submit the login request, a blank error modal is displayed and the MFA challenge is not initiated. The issue occurs across multiple browsers, including InPrivate/Incognito sessions. That said, end users with the ability to login via SSO, can login successfully. Our Engineering Team is actively looking into this concern, we will keep you posted of any significant updates. Thank you!

2. monitoring Aug 17, 2026, 02:37 PM UTC

   Our Engineering Team has confirmed that the issue has been fixed following the restoration of the MFA service. We will continue to monitor the service for a period of time to ensure stability and reliability.

3. resolved Aug 17, 2026, 03:12 PM UTC

   Following a brief monitoring period, the issue has been successfully resolved, and the service has remained stable. The issue began at 6:45 AM PT and was resolved at 7:26 AM PT on August 17, 2026. The Root Cause Analysis (RCA) will be provided within 7–10 business days. Thank you for your patience and understanding!

4. postmortem Sep 01, 2026, 06:29 AM UTC

   Root Cause Analysis ‌ **Incident Summary:** On August 17th, 2026, customers across US Production environments experienced issues logging in due to Multi-Factor Authentication \(MFA\) failures. Affected users were unable to complete the authentication process and access the application. **Impact:** Users across US Production environments experienced intermittent login failures due to unavailability of the MFA service. **Root Cause:** The issue was caused by insufficient memory allocation for the MFA service. Service tasks became unstable and were repeatedly terminated due to memory exhaustion, resulting in no healthy endpoints being available to process authentication requests. **Resolution:** Additional capacity was provisioned; however, the service continued to experience memory-related instability. The memory allocation for the service was subsequently increased, after which the service tasks stabilized and healthy endpoints became available. Login functionality was restored. **Preventive Measures:** * Service resource utilization and memory requirements were reviewed to ensure appropriate capacity is maintained * Additional health checks will be incorporated to help identify potential service degradation before it impacts customer authentication * Resource requirements will be reviewed as part of future capacity planning and scaling activities