WithSecure incident
Partner Portal: customer contact information unavailable, affecting ordering
WithSecure experienced a minor incident on September 10, 2026 affecting Portal and Ordering, lasting 22h 46m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Sep 10, 2026, 10:24 AM UTC
We are currently investigating an issue affecting the Partner Portal where partner users across multiple regions are unable to view contact information for their end customer accounts. As a result, partners may be unable to place new orders or make changes that require customer contact details, as the contact information is not being displayed in the portal. Automatic renewal orders continue to function normally and are not impacted by this issue. Our teams are actively investigating the matter and we will provide further updates as soon as more information becomes available.
- identified Sep 10, 2026, 01:37 PM UTC
We have identified the root cause of the issue. A resynchronization of the affected contact information is currently in progress. We expect the contacts to become visible again shortly. We will provide another update once the resynchronization has been completed.
- monitoring Sep 11, 2026, 05:08 AM UTC
A fix has been implemented and we are now monitoring the results.
- resolved Sep 11, 2026, 09:10 AM UTC
The issue has now been resolved, and full Partner Portal functionality has been restored. Customer contacts are once again visible under end customer accounts, and partners can place new orders as normal.