KnowBe4 incident
Protect | Web Access - Error Sending Emails (UK Only)
KnowBe4 experienced a minor incident on September 21, 2026 affecting Web Access, lasting 22h 54m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Sep 21, 2026, 09:32 AM UTC
We have received reports that users are unable to send emails via Web Access (Secure Message Portal) in the UK region, with Error "503 Service Unavailable". We are investigating this issue and will update this page when we have more information.
- monitoring Sep 21, 2026, 02:36 PM UTC
We’ve implemented a fix and are monitoring the results.
- monitoring Sep 21, 2026, 02:38 PM UTC
We are continuing to monitor for any further issues.
- resolved Sep 22, 2026, 08:27 AM UTC
This incident has been successfully resolved and all systems are fully operational.
- postmortem Oct 08, 2026, 01:45 PM UTC
On Monday, September 21, 2026, from approximately 08:55 until Tuesday, September 22, 2026, at approximately 14:30 \(UTC\), some users experienced errors and were unable to send emails via Web Access \(Secure Message Portal\) in the UK region. This incident was caused by a configuration error during a database update, which led to intermittent service disruption. To resolve this issue, we reverted the configuration, and Web Access returned to normal performance by 14:30 \(UTC\) on September 22, 2026. To prevent this type of issue in the future, we are reviewing and updating our database configuration. No data loss occurred as a result of this issue.