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Incident detail

[RESOLVED] Reports of issues purchasing or upgrading plans

[RESOLVED] Reports of issues purchasing or upgrading plans

Resolved incidentMinor1 affected service

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Incident updates

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  1. Investigating

    We’re investigating reports that some customers are unable to purchase Site or Workspace plans. Our team is actively working to identify the root cause and restore this functionality as quickly as possible. We’ll share another update as soon as we have more information. Thank you for your patience while we look into this.

  2. Identified

    We’ve identified that the root cause of these errors is due to issues with an upstream provider, and they are working urgently to restore their services as soon as possible. We are in close communication with them as this work continues, and will continue to share updates as more information becomes available. We appreciate your patience and understanding as we work to resolve this issue.

  3. Identified

    Our upstream provider is continuing to work on a fix for this issue. We remain in close communication with them and will continue to share updates as more information becomes available.

  4. Monitoring

    Our upstream provider has implemented a fix and we are now seeing recovery. As a result, all new plan purchases should now work as expected. We are continuing to closely monitor the situation.

  5. Resolved

    Between 07:20 UTC and 12:40 UTC, some customers were unable to complete purchases for new plans due to an issue with one of our upstream providers. They have since identified the root cause and implemented a fix. As a result, new plan purchases are now working as expected again. We sincerely appreciate your patience and understanding as we worked to resolve this issue with the support of our upstream provider, and apologize for any inconvenience caused.