Thales OneWelcome incident

Investigating issues with Service components

Major Resolved View vendor source →

Thales OneWelcome experienced a major incident on December 3, 2025 affecting EU Service Zone, lasting 12m. The incident has been resolved; the full update timeline is below.

Started
Dec 03, 2025, 02:13 PM UTC
Resolved
Dec 03, 2025, 02:25 PM UTC
Duration
12m
Detected by Pingoru
Dec 03, 2025, 02:13 PM UTC

Affected components

EU Service Zone

Update timeline

  1. investigating Dec 03, 2025, 02:13 PM UTC

    The Thales Incident Response Team is actively investigating reports of a potential service interruption with services. We apologize for any inconvenience and will update this incident with additional information as it becomes available.

  2. identified Dec 03, 2025, 02:20 PM UTC

    The issue has been identified and a fix is being implemented.

  3. monitoring Dec 03, 2025, 02:21 PM UTC

    A fix has been implemented and we are monitoring the results.

  4. resolved Dec 03, 2025, 02:25 PM UTC

    This incident has been resolved.

  5. postmortem Jan 29, 2026, 07:47 AM UTC

    [Incident Report KB0030118](https://supportportal.thalesgroup.com/csm?id=kb_article_view&sys_kb_id=23c1ca743b3132987bb41b54c3e45a48&sysparm_article=KB0030118)