EKM customers experiencing issues with channel loading and message delivery

Update timeline

1. investigating May 08, 2026, 06:31 PM UTC

   Between approximately 10:55 AM and 11:10 AM PDT, customers using Enterprise Key Management (EKM) may have experienced issues sending messages and loading some channels. Error rates have returned to normal levels and customers should now see expected performance. We are continuing to investigate the underlying cause and monitoring closely. We apologize for the disruption.

2. investigating May 08, 2026, 06:44 PM UTC

   We’re investigating this issue: Current status and actions being taken: We’re seeing renewed, elevated error rates and latency affecting customers using Enterprise Key Management (EKM). Affected customers may experience issues sending messages and loading some channels. Our team is actively investigating this issue.Estimated time to resolution: No ETA at this time.Scope: This is not affecting any specific region, but a percentage of Enterprise Key Management (EKM) customers may experience impact globally.Current impact to end users: Customers using Enterprise Key Management (EKM) may experience issues sending messages and loading some channels.Known workarounds: No known workarounds at this time. We'll continue to provide updates every 30 minutes until the impact is resolved for all users.

3. investigating May 08, 2026, 07:20 PM UTC

   We’re investigating this issue: Current status and actions being taken: We believe an issue with an upstream provider may be impacting some Slack services. We’re partnering with them to help with our investigation and are waiting on additional details from their analysis. In parallel, we’re actively reviewing the cache configuration to alleviate the impact.Estimated time to resolution: No ETA at this time.Scope: This is not affecting any specific region, but a percentage of Enterprise Key Management (EKM) customers may experience impact globally.Current impact to end users: Customers using Enterprise Key Management (EKM) may experience issues sending messages and loading some channels.Known workarounds: No known workarounds at this time. We'll continue to provide updates every 30 minutes until the impact is resolved for all users.

4. monitoring May 08, 2026, 07:54 PM UTC

   We’re investigating this issue: Current status and actions being taken: We’ve deployed a fix that has improved our cache hit ratio and are observing recovery in our health metrics. In parallel, we're monitoring for updates from our upstream provider. Affected customers may already be seeing improvements, and we’ll continue to monitor the situation closely until it is fully resolved.Estimated time to resolution: No ETA at this time.Scope: This is not affecting any specific region, but a percentage of Enterprise Key Management customers may experience impact globally.Current impact to end users: Customers using Enterprise Key Management (EKM) may experience issues sending messages and loading channels. Additionally, they may experience delays with all messaging activity, including notifications and activity feeds.Known workarounds: No known workarounds at this time. We'll continue to provide updates every 30 minutes until the impact is resolved for all users.

5. investigating May 08, 2026, 08:27 PM UTC

   We’re investigating this issue: Current status and actions being taken: We're seeing consistent improvement in our health metrics while our upstream provider has begun implementing a fix on their side. Affected customers may already be seeing improvements, and we’ll continue to monitor the situation closely until it is fully resolved.Estimated time to resolution: No ETA at this time.Scope: This is not affecting any specific region, but a percentage of Enterprise Key Management customers may experience impact globally.Current impact to end users: Customers using Enterprise Key Management (EKM) may experience issues sending messages and loading channels. Additionally, they may experience delays with all messaging activity, including notifications and activity feeds.Known workarounds: No known workarounds at this time. We'll continue to provide updates every 30 minutes until the impact is resolved for all users.

6. investigating May 08, 2026, 08:57 PM UTC

   We’re investigating this issue: Current status and actions being taken: We continue to monitor the issue as our upstream provider continues their work toward a resolution. Affected customers may already be seeing improvements, and we’ll continue to monitor the situation closely until it is fully resolved.Estimated time to resolution: No ETA at this time.Scope: This is not affecting any specific region, but a percentage of Enterprise Key Management customers may experience impact globally.Current impact to end users: Customers using Enterprise Key Management (EKM) may experience issues sending messages and loading channels. Additionally, they may experience delays with all messaging activity, including notifications and activity feeds.Known workarounds: No known workarounds at this time. We'll continue to provide updates every 60 minutes until the impact is resolved for all users.

7. investigating May 08, 2026, 09:58 PM UTC

   We’re investigating this issue: Current status and actions being taken: Our upstream provider has implemented a fix and is continuing their investigation. In the meantime, we continue to observe improved health metrics. Affected customers may already be seeing improvements, and we’ll continue to monitor the situation closely until it is fully resolvedEstimated time to resolution: No ETA at this time.Scope: This is not affecting any specific region, but a percentage of Enterprise Key Management customers may experience impact globally.Current impact to end users: Customers using Enterprise Key Management (EKM) may experience issues sending messages and loading channels. Additionally, they may experience delays with all messaging activity, including notifications and activity feeds.Known workarounds: No known workarounds at this time. We'll continue to provide updates every 60 minutes until the impact is resolved for all users.

8. resolved May 08, 2026, 11:27 PM UTC

   This issue is now resolved for all users. Current status and recent actions taken: Our upstream provider has successfully implemented a fix. Following a period of stable monitoring, all services have been restored. Customers should no longer experience issues accessing Slack.Scope: This issue didn’t affect any specific region, but a percentage of Enterprise Key Management customers may have experienced an impact globally.Previous impact to end users: Customers using Enterprise Key Management (EKM) may have experienced issues sending messages and loading channels. Additionally, they may have experienced delays with all messaging activity, including notifications and activity feeds.Required resolution steps: No additional steps are necessary.We apologize for any disruptions to your day.

9. investigating May 11, 2026, 02:22 PM UTC

   Current status and actions being taken: We’re investigating a recurrence of a previous incident causing elevated errors and high latency for EKM customers. As a precaution, EKM backfills have been paused to reduce load. Teams are evaluating pod scaling and assessing a high-volume load test workload contributing to EKGen traffic. A bridge is active with EKM and EKGen engineers engaged, and third-party infrastructure teams have been re-engaged as a potential contributing factor. Estimated time to resolution: Under investigation. No ETA available at this time. Scope: Customers using Enterprise Key Management (EKM). Current impact to end users: Customers using Enterprise Key Management (EKM) may experience issues sending messages and loading channels. Additionally, they may experience delays with all messaging activity, including notifications, Workflow, DMs, and activity feeds. Known workarounds: No known workarounds at this time. We'll continue to provide updates every 30 minutes until the impact is resolved for all users.

10. identified May 11, 2026, 03:11 PM UTC

    Current status and actions being taken: We're continuing to investigate elevated error rates affecting a subset of users. We've identified additional load contributing to the issue and have taken steps to reduce it. Estimated time to resolution: Under investigation. No ETA available at this time. Scope: Customers using Enterprise Key Management (EKM) Current impact to end users: Customers using Enterprise Key Management (EKM) may experience issues sending messages and loading channels. Additionally, they may experience delays with all messaging activity, including notifications, Workflow, DMs, and activity feeds. Known workarounds: No known workarounds at this time. We'll provide another update in 30 minutes or as new information becomes available. We apologize for the disruption.

11. identified May 11, 2026, 04:05 PM UTC

    Current status and actions being taken: We're continuing to investigate elevated error rates affecting a subset of users. We've identified additional load contributing to the issue and have taken steps to reduce it. We've also engaged our third-party vendor to assist in providing additional troubleshooting. Estimated time to resolution: Under investigation. No ETA available at this time. Scope: Customers using Enterprise Key Management (EKM) Current impact to end users: Customers using Enterprise Key Management (EKM) may experience issues sending messages and loading channels. Additionally, they may experience delays with all messaging activity, including notifications, Workflow, DMs, and activity feeds. Known workarounds: No known workarounds at this time. We'll provide another update in 30 minutes or as new information becomes available. We apologize for the disruption.

12. identified May 11, 2026, 04:38 PM UTC

    Current status and actions being taken: We have identified contributing factors to the issue impacting EKM customers and have taken mitigating actions, including reducing the rate of KMS requests by approximately 50% and increasing cache capacity. We are continuing to monitor closely and are actively investigating the underlying cause in partnership with our third-party provider. Estimated time to resolution: The incident has been stable for over an hour with no new customer-facing impact detected. Scope: Customers using Enterprise Key Management (EKM) Current impact to end users: Customers using Enterprise Key Management (EKM) may have experienced issues sending messages and loading channels. Additionally, they may experience delays with all messaging activity, including notifications, Workflow, DMs, and activity feeds. Known workarounds: No known workarounds at this time. We'll provide another update by 9:50 AM PT. We apologize for the disruption.

13. investigating May 11, 2026, 05:12 PM UTC

    Our work on this issue is still ongoing. Current status and actions being taken: Our monitoring has shown no further instability and we have considered this incident now under control. We are continuing to monitor closely.We'll provide another update should we find any further information of note. We apologize for the disruption.