WithSecure incident
Submit Support Request from support pages not working
WithSecure experienced a major incident on August 13, 2025 affecting Email Support Form, lasting 1d 23h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Aug 13, 2025, 08:01 AM UTC
We are currently investigating an issue where submitting a support request from our support pages does not work. There is no error message on the webform. If you have submitted a support request and have not received an automated response with a case number, you are affected. Partners: Please submit your support request from the Partner Portal Customers with advanced or premium support: Please submit your support request from the eService portal Other customers: Please submit your support request again, once the issue is resolved. In urgent cases, please give us a call. Our phone numbers and opening hours: https://www.withsecure.com/en/support/contact-support/call-support Login to Partner Portal and eService: https://www.withsecure.com/en/login
- identified Aug 13, 2025, 09:53 AM UTC
We have identified and resolved the issue, new Support Requests created from our webform are again reaching us. When submitting a case, you will get an automatic response with a case number. https://www.withsecure.com/en/support/contact-support/email-support We are currently investigating recovery options for submitted Support Requests that did not reach us and will update this incident with more information, as it becomes available.
- monitoring Aug 14, 2025, 12:44 AM UTC
The main issue has been solved. WithSecure support page can accept new support requests. Next Steps are to recover the dropped cases.
- identified Aug 14, 2025, 06:33 AM UTC
We are currently investigating recovery options for submitted Support Requests that did not reach us and will update this incident with more information, as it becomes available.
- resolved Aug 15, 2025, 07:28 AM UTC
If you have submitted a support request between Monday, 11th of August and Wednesday, 13th of August and have not received an automatic response with a support case ID, please contact us again. In urgent cases, please give us a call. We apologize for the inconvenience caused.