Yousign incident

[Production] - V2 + V3 - APP + API - Instability on our platform & signature processing delay

Major Resolved View vendor source →

Yousign experienced a major incident on May 12, 2025 affecting API V2 - https://api.yousign.com and APP V3 - https://yousign.app and 1 more component, lasting 1d 18h. The incident has been resolved; the full update timeline is below.

Started
May 12, 2025, 02:15 PM UTC
Resolved
May 14, 2025, 08:42 AM UTC
Duration
1d 18h
Detected by Pingoru
May 12, 2025, 02:15 PM UTC

Affected components

API V2 - https://api.yousign.comAPP V3 - https://yousign.appAPP V2 - https://webapp.yousign.comAPI V3 - https://api.yousign.app

Update timeline

  1. identified May 12, 2025, 02:25 PM UTC

    Our V2 and V3 platforms are affected by instability. Signature processing is taking longer than expected. Our teams are mobilized to resolve this incident as quickly as possible. We apologize for any inconvenience. If you have urgent questions, please contact our support team by sending an email to [email protected].

  2. identified May 12, 2025, 02:31 PM UTC

    We’re investigating possible network issues with our infrastructure provider and have involved their team. Together, we are working to identify the root cause and restore stable service as quickly as possible. We appreciate your patience and remain at your disposal for any questions or support needs.

  3. identified May 12, 2025, 03:38 PM UTC

    Our infrastructure provider has mobilized its expert support teams to identify the root cause of the issue and resolve it as quickly as possible. We are awaiting their response and will update you tomorrow (Paris time, CEST). During business hours, our service may experience occasional errors and brief slowdowns in the signing process. Thank you for your understanding, and please feel free to reach out if you have any questions.

  4. identified May 13, 2025, 10:16 AM UTC

    Our infrastructure provider continues to actively investigate the cause of sporadic instabilities that, from time to time, cause errors and brief delays in the signing process during business hours. We haven’t had any further occurrences of this issue since yesterday at 4:15 PM (CEST). Thank you for your continued patience and understanding. Please don’t hesitate to reach out if you have any questions.

  5. identified May 13, 2025, 03:45 PM UTC

    Our infrastructure provider continues to actively investigate the cause of sporadic instabilities that, from time to time, cause errors and brief delays in the signing process during business hours. We are awaiting their update, tomorrow. We haven’t had any further occurrences of this issue since yesterday at 4:15 PM (CEST). Thank you for your continued patience and understanding. Please don’t hesitate to reach out if you have any questions.

  6. resolved May 14, 2025, 08:42 AM UTC

    Our infrastructure provider has identified that the root cause of the outages appears to be a faulty cable in the backbone network, which has now been fixed. The issue is therefore fully resolved, and we are awaiting their post-mortem report for comprehensive details. Thank you again for your patience and understanding.