Sage experienced a minor incident on May 11, 2026 affecting Sage Intacct and Sage Intacct and 1 more component, lasting 2d 2h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating May 11, 2026, 03:30 PM UTC
We are investigating a potential issue with the service. An update will be provided within 30 minutes.
- investigating May 11, 2026, 03:44 PM UTC
We have identified that a subset of customers globally are experiencing issues when attempting to login when using SSO. Customers are being presented with " Sorry, but we´re having trouble signing you in" error messages. All other product functionality is performing as expected. We are currently investigating.
- investigating May 11, 2026, 06:00 PM UTC
Thank you for your patience while we continue to investigate this issue. If you are still experiencing problems, please review the following common causes and recommended actions: • User account locked Confirm whether the affected user account is locked. If so, please ask your administrator to unlock the account and attempt to log in again. • Certificate configuration issue Please check the exact error message being displayed. In cases where the issue is related to an invalid certificate, an administrator should: • Log in using standard (non-SSO) credentials • Review the User Access Report in Intacct • You may see an error such as: “Unable to extract public key” Resolution: • In your Single Sign-On application in Microsoft Entra ID, download the Base64 certificate • In Intacct, navigate to Company Security settings and paste the full certificate content • For Entra ID configurations, ensure the Requested Authentication Context Type is set to Exact • Reply URL configuration issue In some scenarios, authentication attempts may not reach Intacct, and no entry will appear in the User Access Report. Resolution: • Review the error message in Microsoft Entra ID to identify the correct POD-specific Reply URL • Configure this value in the Basic SAML Configuration under the Reply URL field • Ensure this matches the configuration outlined in the Entra ID setup documentation If the issue persists after completing these checks, please contact Support with details of the error message encountered.
- monitoring May 11, 2026, 08:59 PM UTC
The service is performing as expected. Avoiding a reoccurrence is our priority as we closely monitor the service.
- resolved May 13, 2026, 05:59 PM UTC
The issue is resolved and the service continues to perform as expected.