Intermittent Authentication Issues

Update timeline

1. investigating Dec 02, 2025, 10:20 PM UTC

   We are investigating an issue with our authentication service that is impacting various permission based services both in HUB and POS. We suggest processing sales using offline mode and the bubble picker by turning off WIFI to the device as we investigate and identify the root cause.

2. investigating Dec 02, 2025, 10:25 PM UTC

   We are continuing to investigate this issue.

3. identified Dec 02, 2025, 10:49 PM UTC

   Our teams are continuing to see increased latency and errors across multiple services. We suggest operating the POS in offline mode by turning of WIFI to the tablet completely and logging in using the bubble picker while we continue toward a resolution. Additional updates will follow.

4. identified Dec 02, 2025, 11:01 PM UTC

   Our teams are beginning to see improvement with authentication failures and services normalize. We will post additional updates shortly.

5. monitoring Dec 02, 2025, 11:13 PM UTC

   Services have begun to stabilize and we are monitoring performance. Reverting any tablets operating in offline mode back to normal connectivity should allow users to properly process transactions and sales orders as expected. We will continue to provide updates until we are confident all services are business as usual.

6. resolved Dec 02, 2025, 11:38 PM UTC

   At this time, all services have returned to normal operations and we are closing this incident. We appreciate your understanding while we worked to resolve the underlying issue and apologize for the disruption to service.