Login issues reported

Update timeline

1. investigating Jul 14, 2025, 03:25 PM UTC

   We've received several reports of login issues. We're investigating the issue with high urgency and will follow up as soon as we've diagnosed the root cause.

2. investigating Jul 14, 2025, 04:01 PM UTC

   We've detected that some of our API endpoints are unreachable. We're actively working to resolve these issues.

3. investigating Jul 14, 2025, 05:49 PM UTC

   We have identified the root cause linked to a service provider issue and we started to see signs of recovery at 12pm ET. We are continuing to monitor to confirm resolution.

4. monitoring Jul 14, 2025, 08:14 PM UTC

   Our internal testing and reporting suggests that log in and API endpoints are once again working as expected. We will continue to monitor this to confirm and we're also working with a service provider to produce a root cause analysis.

5. resolved Jul 14, 2025, 10:31 PM UTC

   This incident is confirmed resolved. We will provide a root cause and direct impact analysis as soon as possible.

6. postmortem Jul 15, 2025, 03:53 PM UTC

   On Monday, July 14, 2025, between approximately 10:00 AM EDT and 11:13 AM EDT, users who access Hi Marley via [chat.marley.ai](http://chat.marley.ai/) experienced login failures characterized by timeout errors. We also saw increased error rates with API endpoints. The incident's immediate cause was a degradation in a critical underlying infrastructure component provided by a third-party service provider. Collaboration with the service provider is ongoing to fully understand the issues that led to this disruption and we will update this post mortem with a more thorough root cause analysis once we hear back from our provider. Thank you for your patience and understanding. Further details will be communicated as they become available. If you have any questions or are still experiencing issues, please contact the support team via [[email protected]](mailto:[email protected]).