Entitle experienced a critical incident on January 22, 2026 affecting Access Change Requests, lasting 1h 53m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jan 22, 2026, 08:18 PM UTC
We are currently investigating this issue.
- identified Jan 22, 2026, 08:32 PM UTC
The issue has been identified in one of our backend services ( pub sub module) and a fix is being implemented.
- monitoring Jan 22, 2026, 08:32 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved Jan 22, 2026, 10:11 PM UTC
This incident has been resolved.
- postmortem Jan 25, 2026, 10:55 AM UTC
# 22 January 2026 - Post-Incident Report: Delayed Permission Provisioning in US Region **Incident Date:** **22 January 2026** **Affected Region:** US **Status:** Resolved **Timezone:** UTC ## Summary On 22 January 2026, around 18:00 UTC some customers experienced delays in permission provisioning. At 20:00 UTC we validated the the issue is related to US region only. The underlying issue was resolved at approximately 20:30 UTC, restoring normal service. The incident remained open until approximately 22:00 UTC to allow time to validate recovery and collect confirmation from all affected customers. ## Impact * A limited number of customers experienced delays in permission grants * Permission requests were processed later than expected * No data loss occurred * No incorrect permissions were granted * No security impact was identified ## Root Cause The issue was caused by a temporary backlog in background job processing in the US region, which delayed execution of permission requests. ## Resolution Our engineering teams mitigated the issue by: * Releasing delayed background jobs * Scaling processing capacity to clear the backlog * Verifying successful permission grants Service functionality was restored around 20:30 UTC. ## Validation & Closure Following service restoration, we: * Actively monitored the system for stability * Confirmed successful processing with affected customers After completing validation with customers impacted by this issue, the incident was formally closed around **22:00 UTC**. ## Prevention To reduce the likelihood of similar incidents, we have: * Improved monitoring and alerting for delayed background processing * Enhanced visibility into regional job execution health * Updated system configurations to prevent queue backlogs ## Closing We apologize for the inconvenience and appreciate your patience. If you have any further questions or experience related issues, please contact BeyondTrust support team by [https://www.beyondtrust.com/customer-support-guide](https://www.beyondtrust.com/customer-support-guide).