Thrive Learning incident
User webhook updates containing special characters
Thrive Learning experienced a minor incident on March 9, 2026 affecting UK Platform - Prod and UK Platform - Staging, lasting 1h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Mar 09, 2026, 05:05 PM UTC
Customers managing users via webhook may see issues with user audience memberships, where any profile field contains a special character such as "&". We have identified an issue where these characters are being incorrectly stored meaning that associated audience rules will not match to their profile. A recent update to one of our services on Thursday 5th March means that: Any more recent updates to users with these character values will result in those users being removed from audiences. Any provisoining of users with new values containing these values will result in users not being added to audiences. Customers managing users via CSV upload, manually or via SCIM will not be impacted
- resolved Mar 09, 2026, 06:05 PM UTC
A fix has been deployed to resolve the issue and updates to user profiles will now store those affected characters correctly. Any impacted customers should see their users updated during your next user syncs. Customer using our direct webhook endpoint can run corrective updates against their users. Our support team will run a full sync for customers using our Thrive Link integrations but please reach out to the team should you have any queries. Once users have been corrected, it will take up to 24hrs for audience memberships to be fully updated.