Customers using Username and Password for authentication not receiving secondary authentication code

Update timeline

1. investigating May 25, 2026, 04:00 AM UTC

   We are investigating a possible service alert. Issue: Users are unable to receive any authentication tokens when attempting to login to https://portal.exclaimer.com using password login. The issue currently looks to only be affecting users who are logging into the Exclaimer portal using Password login. Logins using Microsoft/Google SSO currently get through without any issues. Symptoms: Users will be prompted to enter a token when trying to login to the portal but no authentication tokens are received in the user's registered email address.

2. investigating May 25, 2026, 08:49 AM UTC

   We are continuing to investigate the issue to determine the root cause. Our IT will report back shortly

3. investigating May 25, 2026, 09:47 AM UTC

   We are still continuing to investigate the issue to determine the root cause. Our IT will report back soon

4. monitoring May 25, 2026, 10:32 AM UTC

   Our engineers have found the issue and reverted a change. Authentication tokens are now being received and we are continuing to monitor.

5. monitoring May 25, 2026, 10:32 AM UTC

   We are continuing to monitor for any further issues.

6. resolved May 25, 2026, 10:51 AM UTC

   Engineers have confirmed that the previous service alert has been resolved. The service is now back to full health and is working as normal. Thank you for your patience.

7. postmortem Jun 10, 2026, 06:27 PM UTC

   Issue: Authentication tokens not received via email for users accessing Exclaimer Portal Incident Length: 7 hour\(s\) and 17 minutes Incident Date: 25/05/2026, UTC 03:12– 10:29 UTC Incident Status: Resolved **Summary** Customers logging into the Exclaimer Portal using the Username and Password option were unable to receive authentication tokens for a period of time, preventing them from being able to access the portal. The exception did not trigger alerting that engaged our key engineering team, resulting in an extended impact time. **Root Cause** A process-level exception had occurred and not been successfully restarted. This resulted in token codes being generated but not emailed to users when required. **Mitigation** A rollback of the key service that included this process resolved the issue and allowed for a backlog of token code messages that had been generated to be cleared and distributed, which then restored standard service. Further improvements to internal escalation and alerting processes have been put into place to reduce the delay in acknowledging the issue and beginning resolution steps over public holidays. **Incident Timeline** 03:12 - Exclaimer Engineers identify a possible issue with customers being unable to log in to the portal when using a Username and Password. 03:36 – Further testing confirms the issue is impacting the authentication code stage, where the email is never received. Other forms of authentication are working as expected. 03:18 – Status page is updated to ensure customers are aware of the issue and to advise alternative login methods. 07:37 – Exclaimer Engineering is alerted and begins to investigate the scope of the issue. Additional engineering resources are called in to investigate the cause. 08:51 – A rollback of the last set of changes made to the service is performed. Testing begins to see if the issue continues 09:04 – Exclaimer Engineers identify the issue is still ongoing despite the rollback work 09:26 - Engineers confirm that the token codes are being generated as expected, indicating the service runs as anticipated to ensure accounts are secure. 09:40 – Consistent replication of the issue is confirmed, expediting testing and remediation processes. 09:59 – Exclaimer Engineers complete further system rollbacks to address the issue. 10:19 – Engineering note that a group of token code messages are confirmed to have been sent as expected and are also received within the mailboxes of accounts. 10:29 – Log review indicates that all submitted codes are processed as expected and new requests for token codes are received by users as expected.