TrustID experienced a major incident on August 24, 2026, lasting 3h 24m. The incident has been resolved; the full update timeline is below.
Update timeline
- identified Aug 24, 2026, 11:55 AM UTC
Dear Customers, We are currently experiencing a partial service outage on the TrustID Production environment . Impacted feature: Password Reset Workaround: No workaround is currently available Our teams are actively investigating the issue and working to restore the service as quickly as possible. We apologize for the inconvenience and thank you for your patience. Kind regards, TrustID Support Team
- identified Aug 24, 2026, 12:18 PM UTC
As a temporary workaround, your support team can exceptionally use the "Send Action Email" function in the Backoffice with the action "Update password" . This triggers an email to the user, allowing them to set a new password themselves. This must only be done once the identity of the person contacting support has been positively verified. Unlike the standard Password Reset flow, this action does not require the end-user to pass their second factor — access to the mailbox alone is sufficient to change the password. Your support agents' identity check is therefore the only control in place, and it replaces the second factor entirely. We will let you know as soon as the standard Reset Password feature has been re-enabled.
- resolved Aug 24, 2026, 03:20 PM UTC
Dear Customers, The Password Reset feature has been re-enabled. The suggested workaround is no more necessary. Please refrain from replying directly to this message. If you detect any issues once the Maintenance is closed on our Status Page, please contact our support team via your designated email address and include all relevant details (timing, username, error messages, reproduction steps, screenshots…). Best regards, TrustID Support Team