Increased number of "Something unexpected happened" errors for some customers

Update timeline

1. investigating Mar 23, 2026, 09:17 AM UTC

   Dear Customer, We are currently investigating an increased number of "Something unexpected happened" error messages affecting several customers. Our team is actively working to identify the root cause and mitigate the issue as quickly as possible. At the moment, no action is required from your side. We will keep you updated as soon as we have more information. Best regards, The Sympa Team

2. monitoring Mar 23, 2026, 09:25 AM UTC

   We are seeing system performance return to normal levels, and the error messages are no longer occurring. We will continue to monitor the situation closely to ensure stability. Your Sympa Team

3. monitoring Mar 23, 2026, 12:39 PM UTC

   As a follow-up to this incident, we will perform a planned update later this evening to further improve system stability and reduce the risk of similar errors. No disruption to customers is expected, and we will continue to monitor the system closely. Your Sympa Team

4. resolved Mar 23, 2026, 08:48 PM UTC

   The issue has been resolved and system performance is stable. Additional improvements have been implemented to help prevent similar issues going forward. Thank you for your patience. Your Sympa Team

5. postmortem Apr 13, 2026, 12:29 PM UTC

   **What happened** On March 23rd, some customers experienced an increased number of error messages \("Something unexpected happened"\) and slower system performance. **Why it happened** The issue was caused by an unusually high number of internal requests being processed at the same time. This led to temporary congestion in one of our backend services, which impacted system stability. **What we did** We resolved the situation by increasing system capacity, which restored normal performance. We are now working on improvements to prevent similar situations in the future. These include better handling of unnecessary requests, improved monitoring, and optimizations to reduce system load during peak times. We apologize for any inconvenience caused and appreciate your patience.