Singe Sign On Degraded Access Impacting Mobile Apps

Update timeline

1. investigating Sep 16, 2026, 09:22 AM UTC

   Good Morning, We have been made aware of an issue with our Single Sign On solution. Currently, users are seeing a "We are down for maintenance" message when accessing or using this solution. Our partner is aware of this and actively working to resolve. More updates will be provided as they become available.

2. investigating Sep 16, 2026, 10:17 AM UTC

   Our IDP provider has informed us of the following. We're no longer pursuing restarts as a path to remediation. Customers continue to experience severe delays, intermittent errors, and inability to access some services and support case creation. More updates will be provided as they become available.

3. investigating Sep 16, 2026, 12:05 PM UTC

   Our IDP provider has informed us of the following. A fleetwide rollout is in progress and customers are starting to see their service return to normal. In parallel, we're working on a code-level permanent fix. The rollout is progressing region by region and we're seeing improvement. We don't have a confirmed time of completion. Customers may continue to experience severe delays, intermittent errors, and inability to access some services and support case creation.

4. monitoring Sep 16, 2026, 02:50 PM UTC

   Our IDP provider have advised the following: We've completed the next phase of the rollout to the remaining impacted instances. We continue to manually restart ‌instances where the automated fix didn't fully resolve the issue. Customers who are affected may continue to experience severe delays, intermittent errors, and inability to access some services and support case creation. Internally, our alerting is mostly stable and our OE team have not seen and endpoint down for over an hour. As such we will move into monitoring. This concludes the updates.

5. monitoring Sep 16, 2026, 02:52 PM UTC

   Our IDP provider have advised the following: We've completed the next phase of the rollout to the remaining impacted instances. We continue to manually restart ‌instances where the automated fix didn't fully resolve the issue. Customers who are affected may continue to experience severe delays, intermittent errors, and inability to access some services and support case creation. As such we will move into monitoring. This concludes the updates.

6. resolved Sep 17, 2026, 11:01 AM UTC

   This incident has been resolved.