Expense, Travel, Invoice, Request, Imaging, Analysis/Intelligence, Mobile: P1

Update timeline

1. resolved Jul 23, 2026, 09:41 PM UTC

   We are working to determine the user impact and will provide information as it becomes available.

2. resolved Jul 23, 2026, 10:14 PM UTC

   We identified and resolved a service degradation affecting user logins in the US2 and EU2 Data Centers. The Incident Response Team (IRT) is working to provide the overall Customer Base Impact and will provide this information when available. During the time of impact, users attempting to sign in using either Single Sign-On (SSO) or a username and password may have intermittently encountered the following error message: "Sorry, something went wrong." When this error occurred, users may have been able to successfully login and access services after multiple attempts. Users that were already logged in during the time of impact were able to continue with their work. Workaround: During the impact period, users may have been able to successfully access services after multiple login attempts. Services have returned to normal operating levels. We will continue to monitor for the next 15-30 minutes to verify stability. Once verified as stable the incident will be resolved.

3. resolved Jul 23, 2026, 10:46 PM UTC

   We identified a service degradation affecting user logins in the US2 and EU2 Data Centers. During the time of impact approximately 48% of attempted logins in the US2 Data Center were blocked, and approximately 10% of attempted logins in the EU2 Data Center were blocked. Users attempting to sign in using either Single Sign-On (SSO) or a username and password may have intermittently encountered the following error message: "Sorry, something went wrong." When this error occurred, users may have been able to successfully login and access services after multiple attempts. Users that were already logged in during the time of impact were able to continue with their work. Workaround: During the impact period, users may have been able to successfully access services after multiple login attempts. The Incident Response Team (IRT) determined that a recent change caused intermittent login issues for some users. The issue was resolved by updating the affected authentication configuration, restoring normal login functionality. We have verified that service performance is stable and will now resolve the incident. An investigation into the root cause of this incident will be conducted, and a root cause analysis report provided when that investigation is complete.

4. resolved Aug 06, 2026, 09:04 AM UTC

   Impact as Reported: We identified and resolved a service degradation affecting user logins in the US2 and EU2 Data Centers. The Incident Response Team (IRT) is working to provide the overall Customer Base Impact and will provide this information when available. During the time of impact, users attempting to sign in using either Single Sign-On (SSO) or a username and password may have intermittently encountered the following error message: "Sorry, something went wrong." When this error occurred, users may have been able to successfully login and access services after multiple attempts. Users that were already logged in during the time of impact were able to continue with their work. Root Cause: Intermittent login failures occurred during a planned authentication service migration. As part of the change, a routine automated cleanup process inadvertently removed an active authentication configuration that was still being used by other environments. This prevented the affected environments from communicating with a dependent identity service required for user authentication. The investigation determined that the automation process did not adequately validate that the configuration being removed was associated only with the environment undergoing the migration. As a result, an active shared configuration was unintentionally deleted, causing authentication requests to fail in the affected environments. Service was restored by generating and deploying replacement configuration values, re-establishing connectivity to the identity service. Corrective Actions: The following corrective and preventive actions were identified: Replaced the affected configuration with new values to restore connectivity and resume normal authentication operations. Temporarily disabled the automated cleanup process until all migration activities and related configuration updates have been completed and fully validated. Updated the implementation approach to execute future migrations in multiple controlled phases, with validation checkpoints between each phase to reduce risk and improve change oversight. Enhanced automation safeguards and validation checks to ensure that only configurations associated with the intended environment can be modified or removed. Expanded testing and operational procedures to address environment migration scenarios and identify potential cross-environment dependencies before changes are implemented.