Okta Login Failure in APAC Region for Federated Partners/Brokers Users in Non-Production, Pre-Production and Production

Update timeline

1. investigating May 05, 2026, 07:05 AM UTC

   We have identified an issue in the APAC region where Single-Sign-On logins for certain users are failing when authenticating through Guidewire Hub / Okta in Non-Production, Pre-Production and Production. The impact is limited to a subset of users whose accounts are federated through specific customer or partner Identity Providers and who may use the same email address to access multiple Guidewire Cloud Tenants.

2. identified May 05, 2026, 07:09 AM UTC

   Guidewire Support has identified the cause of this incident impacting the APAC region where Single-Sign-On logins for certain users are failing when authenticating through Guidewire Hub / Okta in Non-Production, Pre-Production and Production, and are actively working to restore service. We will post regular updates on our progress.

3. monitoring May 05, 2026, 07:42 AM UTC

   The fix has been implemented. Services are coming up gradually and we are currently actively monitoring the situation.

4. resolved May 05, 2026, 10:14 AM UTC

   The affected services have been restored successfully. Please open a Community case if you are still experiencing any service interruption.

5. postmortem May 13, 2026, 02:56 AM UTC

   Please refer to the Knowledge Article at this [link](https://community.guidewire.com/s/article/Broker-and-Partner-Login-Failures-via-Guidewire-Hub-SSO-in-APAC-Production-Environment) for more information.