Some customers may temporarily experience restricted access in Sympa

Update timeline

1. investigating May 21, 2026, 06:22 AM UTC

   We are currently fixing an issue that affects a limited group of customers who are not yet using Sympa’s new user role model. Due to a change activated earlier than intended, some users’ access rights may temporarily not match the intended setup. This means that some users may see less information than expected, while in some cases users may also see information based on role settings that were still being prepared. The issue has been identified and our team is actively working to restore the intended access rights as quickly as possible. We apologise for the disruption and concern this may cause. We will provide the next update here as soon as the fix has progressed. Your Sympa Team

2. identified May 21, 2026, 06:22 AM UTC

   The issue has been identified and a fix is being implemented. Please note this issue is not affecting any customers using new roles already!

3. identified May 21, 2026, 07:50 AM UTC

   Recovery is progressing as planned. We expect the affected users’ access rights to be restored to their previous settings within the next few hours. Some users may regain the correct access sooner. We will share the next update by 12:00 EEST at the latest. Your Sympa Team

4. identified May 21, 2026, 08:54 AM UTC

   Recovery is progressing, and restoration is approximately 25% complete. Some customers may experience general slowness in Sympa during the recovery work. We apologise for the inconvenience. We will share the next update latest at 13:00 EEST. Your Sympa Team

5. identified May 21, 2026, 10:10 AM UTC

   According to further investigation, the experienced issues has resulted in restricted access rights to data and features in the system. The headline of the issue has been updated accordingly. Recovery process is approximately 80% completed. We also confirm that this issue only affects a small number of customers, and according to investigation customer with the Roles feature in use have not been affected by this issue. We will share the next update latest at 14:00 EEST. Your Sympa Team

6. resolved May 21, 2026, 10:57 AM UTC

   The recovery process has been completed. The issue has been fixed. We apologise for any inconvenience this disruption may have caused. Your Sympa Team

7. postmortem May 25, 2026, 12:19 PM UTC

   **Timeline** May 20, 2026, 20:30 EET — Incident started May 21, 2026, 9:07 EET — Incident detected May 21, 2026, 9:17 EET — Incident recovery started May 21, 2026, 11:16 EET — First users access rights recovered May 21, 2026, 13:57 EET — Incident fully mitigated, all affected users access rights recovered **What happened** During a scheduled update on May 20 at 20:30 EET, an update caused an issue that affected a limited group of customers' users who are not yet using Sympa’s new user roles. Some users’ access rights were temporarily more restricted than intended setup. The affected users didn't see any data in Sympa during the incident. **Why it happened** An access rights update was applied to a broader group of organizations than planned. **What we did** An investigation was initiated immediately upon detection on May 21 at 9:07 AM to identify the root cause. Access rights were restored from a backup taken before the incident, fully reverting all affected users to their correct state. **How we ensure this never happens again** An additional validation check has been added to the process, and maintenance procedures have been strengthened with documented, peer-reviewed action steps required before initiating production changes.