Sense incident
Sense Login Issues - One Time Passwords Not Accepted
Sense experienced a major incident on April 1, 2025 affecting Web Portal and Messaging Chrome Extension and 1 more component, lasting 2h 10m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- monitoring Apr 01, 2025, 01:20 PM UTC
“We have received reports of users unable to login to Sense using Multi Factor Authentication, or having issues when attempting to use the One Time Password this morning when prompted. This may have affected those who did not have Multi Factor Authentication enabled previously, and was pushed through Sense March 31st. Our team has rolled back these changes to ensure all users can login as expected once more. We are monitoring currently to ensure we don’t see this recur, and our team will be reviewing the MFA push to determine why this was caused. We will follow up once we have full confirmation login is working as expected once more. If you believe you are still running into issues logging in, please submit a ticket to our support team at https://support.sensehq.co/hc/en-us/requests/new and our team will review.”
- resolved Apr 01, 2025, 03:30 PM UTC
After monitoring, we have confirmed rolling back the MFA settings did correct this issue we were seeing with users logging in. We will continue to review the MFA settings to see why this occurred, but we can confirm users can log in as expected once more. If you believe you are still running into issues logging in, please submit a ticket to our support team at https://support.sensehq.co/hc/en-us/requests/new and our team will review.