PlayFab incident

Issues loading the Upgrade Account / Plan Recommendation page

Major Resolved View vendor source →

PlayFab experienced a major incident on November 24, 2025, lasting 3h 48m. The incident has been resolved; the full update timeline is below.

Started
Nov 24, 2025, 07:37 PM UTC
Resolved
Nov 24, 2025, 11:25 PM UTC
Duration
3h 48m
Detected by Pingoru
Nov 24, 2025, 07:37 PM UTC

Update timeline

  1. investigating Nov 24, 2025, 07:37 PM UTC

    We are investigating failures causing the Upgrade Account / Plan Recommendation page to not load properly.

  2. investigating Nov 24, 2025, 07:37 PM UTC

    We are continuing to investigate this issue.

  3. resolved Nov 24, 2025, 11:25 PM UTC

    This incident has been resolved.

  4. postmortem Jan 09, 2026, 11:50 PM UTC

    On November 23rd–24th, 2025, some customers experienced errors when using PlayFab’s Plan Recommendation and Pricing Sync features. The incident was caused by an authentication issue in a billing service component, which disrupted several related services. We resolved the issue by updating the connection logic for our data service. ### Impact Customers were unable to access plan recommendations and update workflows. The issue was detected by our monitoring systems and reported by customers. ### Root Cause Analysis The authentication errors were triggered by changes in the underlying .Net version, which affected how a billing service component connected to our data service. ### Resolution We updated the connection logic for the billing service component, restoring normal operation and notifying affected customers. ### Action Items * Improved the connection logic for our data service in the affected billing service component. * Enhanced monitoring to detect authentication issues earlier.