InsuranceNow (Classic & GWCP Customers) – Issues With Forgot Password And Email Support Affecting Multiple Customers In AMER

Update timeline

1. investigating Jun 12, 2026, 07:27 PM UTC

   Guidewire Support is aware of an issue with the Forgot Password and Email Support features currently impacting multiple INow customers in the AMER region. All necessary teams are actively working to restore these services as quickly as possible, and we will provide regular updates on our progress.

2. investigating Jun 12, 2026, 08:00 PM UTC

   We are actively investigating a potential issue with the Forgot Password and Email Support features affecting our INOW users in AMER. Thank you for your continued patience. We will provide another update as soon as new information is available.

3. identified Jun 12, 2026, 08:06 PM UTC

   Guidewire Support has identified the cause of this incident impacting the Forgot Password and Email Support features in INow, and is actively working to restore service. We will post regular updates on our progress.

4. identified Jun 12, 2026, 09:05 PM UTC

   Guidewire teams are actively working to restore the service. We will post regular updates on our progress.

5. identified Jun 12, 2026, 10:04 PM UTC

   Guidewire teams remain actively engaged in restoring the service, and we will continue to provide regular updates on our progress.

6. identified Jun 12, 2026, 11:22 PM UTC

   Guidewire teams remain actively engaged in restoring the service, and we will continue to provide regular updates on our progress.

7. identified Jun 13, 2026, 12:20 AM UTC

   Guidewire teams remain actively engaged in restoring the service, and we will continue to provide regular updates on our progress.

8. identified Jun 13, 2026, 01:20 AM UTC

   Guidewire teams remain actively engaged in restoring the service, and we will continue to provide regular updates on our progress.

9. identified Jun 13, 2026, 02:21 AM UTC

   Guidewire teams remain actively engaged in restoring the service, and we will continue to provide regular updates on our progress.

10. identified Jun 13, 2026, 03:21 AM UTC

    Guidewire teams remain actively engaged in restoring the service, and we will continue to provide regular updates on our progress.

11. identified Jun 13, 2026, 04:24 AM UTC

    Guidewire teams remain actively engaged in restoring the service, and we will continue to provide regular updates on our progress.

12. identified Jun 13, 2026, 05:47 AM UTC

    Guidewire teams remain actively engaged in restoring the service, and we will continue to provide regular updates on our progress.

13. identified Jun 13, 2026, 06:30 AM UTC

    Guidewire teams remain actively engaged in restoring the service, and we will continue to provide regular updates on our progress.

14. identified Jun 13, 2026, 07:34 AM UTC

    Guidewire teams remain actively engaged in restoring the service, and we will continue to provide regular updates on our progress.

15. identified Jun 13, 2026, 08:33 AM UTC

    Guidewire teams remain actively engaged in restoring the service, and we will continue to provide regular updates on our progress.

16. identified Jun 13, 2026, 09:38 AM UTC

    Guidewire teams remain actively engaged in restoring the service, and we will continue to provide regular updates on our progress.

17. identified Jun 13, 2026, 10:42 AM UTC

    Guidewire teams remain actively engaged in restoring the service, and we will continue to provide regular updates on our progress.

18. identified Jun 13, 2026, 11:46 AM UTC

    Guidewire teams remain actively engaged in restoring the service, and we will continue to provide regular updates on our progress.

19. identified Jun 13, 2026, 01:06 PM UTC

    Guidewire teams remain actively engaged in restoring the service, and we will continue to provide regular updates on our progress.

20. identified Jun 13, 2026, 04:40 PM UTC

    Guidewire is actively working on a fix for this issue. In the meantime, a workaround is available to mitigate the impact; if you are affected, please create a Guidewire Community case to receive it.

21. monitoring Jun 13, 2026, 04:40 PM UTC

    A fix has been implemented and we are monitoring the results.

22. monitoring Jun 13, 2026, 06:04 PM UTC

    Guidewire is actively working on a fix for this issue. In the meantime, a workaround is available to mitigate the impact; if you are affected, please create a Guidewire Community case to receive it.

23. monitoring Jun 13, 2026, 08:41 PM UTC

    Guidewire is actively working on a fix for this issue. In the meantime, a workaround is available to mitigate the impact; if you are affected, please create a Guidewire Community case to receive it.

24. resolved Jun 13, 2026, 10:29 PM UTC

    Guidewire has mitigated the INow Forgot Password and Email Support issue for AMER customers via a workaround, and services are normal where applied. A permanent fix is in progress. If issues persist, open a Guidewire Community case for the workaround; long-term remediation will proceed separately.

25. postmortem Jun 23, 2026, 07:48 AM UTC

    Please refer to the Knowledge Article at this [link](https://community.guidewire.com/s/article/InsuranceNow-Email-Support-and-Password-Reset-Failures-Due-to-Deprecated-reCAPTCHA-Endpoint) for more information.