Resolved after 20 days 4 hours, affecting MSP Portal and MSP Portal and 1 more, on October 17, 2025.
November 12, 2025 **MSP Portal: Instance creation hanging** **Issue Summary:** On October 17, 2025, some MSP partners experienced failures when attempting to create new customer instances through the MSP Portal. **Root Cause:** An internal data alignment issue caused our provisioning service to reject valid instance creation requests. Additionally, overly strict data validation rules incorrectly flagged some legitimate requests as invalid. **Resolution:** Our engineering team corrected the data alignment issue and implemented improved error handling to ensure the provisioning service processes instance creation requests successfully. **Mitigation:** We've adjusted the data validation rules to prevent false rejections while maintaining appropriate security standards. We've also added enhanced monitoring to detect similar issues before they impact customers. We also added better phone number validation that properly supports international numbers. **** **Conclusion:** This issue has been fully resolved, and the additional safeguards are now in place to prevent recurrence.
Affected components
Update timeline
- investigating Oct 17, 2025, 04:28 PM UTC
We are currently investigating this issue.
- identified Oct 21, 2025, 02:29 PM UTC
The issue has been identified and a fix is being implemented.
- identified Nov 04, 2025, 06:15 PM UTC
The MSP Portal team has identified the root cause and has a fix is planned to be included in the next upcoming release
- monitoring Nov 06, 2025, 04:31 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved Nov 06, 2025, 08:32 PM UTC
This incident has been resolved.
- postmortem Nov 12, 2025, 05:55 PM UTC
November 12, 2025 **MSP Portal: Instance creation hanging** **Issue Summary:** On October 17, 2025, some MSP partners experienced failures when attempting to create new customer instances through the MSP Portal. **Root Cause:** An internal data alignment issue caused our provisioning service to reject valid instance creation requests. Additionally, overly strict data validation rules incorrectly flagged some legitimate requests as invalid. **Resolution:** Our engineering team corrected the data alignment issue and implemented improved error handling to ensure the provisioning service processes instance creation requests successfully. **Mitigation:** We've adjusted the data validation rules to prevent false rejections while maintaining appropriate security standards. We've also added enhanced monitoring to detect similar issues before they impact customers. We also added better phone number validation that properly supports international numbers. **** **Conclusion:** This issue has been fully resolved, and the additional safeguards are now in place to prevent recurrence.
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