OneTrust experienced a major incident on September 16, 2026, lasting 8h 46m. The incident has been resolved; the full update timeline is below.
Update timeline
- investigating Sep 16, 2026, 08:41 AM UTC
We are aware of an issue affecting My.OneTrust , which is currently unavailable. Customers may be unable to access my.onetrust.com. The issue is associated with an interruption affecting Salesforce services. We are monitoring the situation and will provide further updates as service availability changes.
- identified Sep 16, 2026, 10:01 AM UTC
Customers may continue to experience intermittent issues accessing My.OneTrust and the Customer Support Portal. Salesforce has acknowledged an ongoing service incident affecting its services. We are closely monitoring their progress and will provide further updates as the situation develops.
- identified Sep 16, 2026, 12:07 PM UTC
Salesforce have confirmed that they have identified the root cause and are implementing corrective actions. The rollout is progressing region by region and they report seeing improvement. We don't currently 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
- monitoring Sep 16, 2026, 04:04 PM UTC
We are seeing continued improvement in the availability of My.OneTrust , with service currently appearing stable. Salesforce continues to address the remaining impact from its service incident, with recovery actions ongoing for a subset of affected instances. While conditions have improved, some customers may continue to experience intermittent access issues. We are continuing to monitor My.OneTrust closely and will provide a further update once service recovery has been confirmed.
- resolved Sep 16, 2026, 05:28 PM UTC
The intermittent access issues have been resolved, and the My.OneTrust portal is operating normally. The disruption was associated with a service incident affecting our third-party service provider, Salesforce. We will continue to monitor service availability following recovery. We apologise for any inconvenience this may have caused.