Issue Affecting User Sign in

Update timeline

1. investigating Oct 12, 2026, 12:31 PM UTC

   We are investigating an issue where users are unable to sign in to ODC Portal, ODC Studio and applications in runtime. Users may receive an “Incorrect Username or password” error message when using seemingly valid credentials. This also prevents the successful reset of passwords. This issue is affecting multiple customers. As a workaround, affected users should sign in (or request a password reset if required) using an email address entirely in lowercase letters. This should completely mitigate the issue for that user. If these issues persist when using all-lowercase emails, it should not be related to this issue. Our team is actively working to resolve the problem as quickly as possible and will provide updates as more information becomes available.

2. identified Oct 12, 2026, 02:32 PM UTC

   We have identified the cause of the issue affecting user sign-in and password resets on ODC, and a fix has been developed and is now being rolled out. Until the fix has reached all affected users, sign-in problems may persist. In the meantime, affected users should continue to sign in (or request a password reset if required) using an email address entirely in lowercase letters. This should completely mitigate the issue for that user. We will provide updates as more information becomes available.

3. monitoring Oct 12, 2026, 07:35 PM UTC

   A fix has been applied for the issue affecting sign-in to ODC across multiple regions. Users of affected organisations should now be able to log in to ODC and to their applications using built-in authentication as normal, without needing to enter their email address in lowercase. We are monitoring the platform and confirming recovery with affected users.

4. resolved Oct 13, 2026, 10:30 AM UTC

   This incident has been resolved. Sign-in and password resets on ODC are expected to work as normal since we applied the fix. If you continue to experience sign-in issues, please contact OutSystems Support. We apologize for any disruption caused and thank you for your patience.

5. postmortem Oct 13, 2026, 12:01 PM UTC

   On October 12th, we identified an issue where some users were unable to sign in to ODC, or to reset their passwords, despite using valid credentials. The issue affected users across multiple regions. The issue was caused by a defect in how email addresses were handled during sign-in, which caused sign-in and password reset attempts to fail for some users whose email address contained uppercase letters. To restore service, we communicated a workaround, which was to use their email address entirely in lowercase letters, and paused further related changes. A fix for this defect was deployed on October 12th, and service was confirmed as restored on October 13th. To prevent a recurrence, any further related changes will only proceed once they have been validated against the fix and formally approved. We are also improving our monitoring so that this type of sign-in issue is detected and escalated to the responsible teams sooner. We apologize for any disruption caused and thank you for your patience.