Vitally incident
Unexpected Changes to Account Lifecycle Config
Vitally experienced a notice incident on January 23, 2026 affecting Product, lasting 2d 2h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jan 23, 2026, 03:30 PM UTC
We are currently investigating reports of unexpected changes to behavior for marking accounts as Tracked or Churned, where churned accounts are being considered as Tracked
- identified Jan 23, 2026, 05:12 PM UTC
We have identified the source of the Revenue Config updates in a backfill job ran yesterday. We are working to restore prior versions of this configuration from our nightly backup before this backfill ran and correct the data in Vitally
- identified Jan 23, 2026, 08:28 PM UTC
We have restored Revenue Configs which were modified when our backfill ran, but not undone updates users may have made since then. If your revenue config continues to be out of alignment with your expectation, write in to support. We are now beginning to reprocess Vitally data to correctly set churned/tracked status of Customer records
- resolved Jan 25, 2026, 05:46 PM UTC
We have finished backfilling data for impacted customers. If you have a revenue config that still does not look right or historical revenue numbers on your customer records that are still adrift for 1/22, do reach out and we'll follow up. We're sorry for the impact this has had and will be conducting a full root cause analysis to prevent incidents like this in the future