Issues with signing transactions and downloading documents.

Update timeline

1. investigating Feb 12, 2026, 10:07 AM UTC

   We are currently investigating this issue.

2. investigating Feb 12, 2026, 10:44 AM UTC

   Unfortunately, we have not yet been able to identify the problem. We are continuing to investigate this issue.

3. investigating Feb 12, 2026, 11:58 AM UTC

   We have identified a possible cause and are in contact with our provider. We are continuing to investigate the issue with the highest priority.

4. investigating Feb 12, 2026, 01:00 PM UTC

   Unfortunately, we have not yet been able to identify the exact cause of the issue. We are continuing our investigation in collaboration with our hosting provider.

5. investigating Feb 12, 2026, 02:05 PM UTC

   We are still investigating the issue and have not yet identified a root cause. Downloading documents may fail initially but generally succeeds after several retries. At this time, approximately 3–5% of transactions are impacted. For signing transaction, we are observing an increase in queue length. These queued transactions will be retried once the issue is fully resolved. This incident remains our highest priority, and we continue to work on identifying and resolving the underlying cause.

6. monitoring Feb 12, 2026, 03:08 PM UTC

   We are currently not seeing any errors and will continue to monitor the situation.

7. resolved Feb 12, 2026, 03:21 PM UTC

   This incident has been resolved.

8. postmortem Feb 18, 2026, 09:45 AM UTC

   ### What happened? On Thursday, February 12th, around 10:30 CEST, we observed an increase in errors affecting the file download and file preview functionalities. As a result, customers experienced issues downloading documents or receipts and viewing documents during signing. In many cases, the action succeeded after retrying. After resolving the incident, we retried open transactions on our end resulting in under 1% of transactions ending in an error state. In some cases, this may have been caused by transactions that were deleted in the meantime. ### What we did Once the increase in errors was detected, our team immediately started investigating the issue. Initial analysis focused on our application and infrastructure, but after ruling out internal causes, we escalated the issue to our hosting provider. ### What caused the issue? The incident was caused by a misconfiguration at our hosting provider during a migration. Because of this incorrect setting: * Larger data packets within the data center were dropped. * This led to failures on our side when retrieving or previewing files. ### What are we doing next? To resolve the incident, the hosting provider corrected the configuration on the affected switches, fully mitigating the issue. To reduce the likelihood of recurrence and improve detection going forward, the following improvements are being implemented: * Improved monitoring: Thresholds in the monitoring system of our hosting provider that tracks specific error rates will be adjusted so similar issues can be detected earlier. * Faster escalation: We are reviewing escalation procedures with our hosting provider to shorten investigation time for infrastructure related incidents. * Hosting migration: We are migrating our file services to another hosting provider this quarter to have more control over configuration.