Summary: On May 11, 2026, between 3:08 PM and 3:48 PM PT, all customers using the US production environment were unable to log in or access the application. Customers on the EU and APAC databases were not affected.
Root Cause: A recent deployment introduced a change to how the application constructs the web addresses used to communicate with its backend services. Due to a difference in how those addresses are formatted in the US environment compared to other regions, requests were being sent to an incorrect path, which prevented authentication and page access from completing successfully.
Immediate Resolution: The address construction logic was corrected, and the fix was deployed, restoring full access for all affected customers shortly thereafter.
Follow-up Actions: We are broadening automated test coverage to exercise environment-specific configuration more thoroughly, so this class of issue can be caught before reaching production. Additional monitoring and alerting are being added to detect access failures earlier. We are also working toward greater consistency in how service addresses are defined across our production environments to reduce the risk of environment-specific regressions going forward.