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Jul 22, 2026 10:04 AM CEST Resolved after 9d

Disruptions to Login Flow on Customer-Facing Frontends

Updates

  • Jul 31, 2026 1:27 PM CEST

    On 2026-07-22, a coordinated release across the customer-facing frontends caused widespread 401 authentication errors for users. The issue stemmed from a change in the authentication flow and an audience configuration change. The backend’s newly tightened validation logic rejected these tokens, causing users to be unable to log in or maintain their sessions.

    Impact

    Between 09:30 and 10:15 CEST, users attempting to authenticate were partially met with 401 errors. This disrupted normal frontend operations. While the primary issue was mitigated within 45 minutes, residual errors persisted for several hours due to browser-side caching of the previous frontend version.

    Root Cause

    The incident was caused by two intersecting factors:
    * Backend validation: The backend was updated to implement stricter validation on JWT audience claims.
    * Frontend refresh logic: The frontends' token refresh flow - when requesting a new access token - was returning multiple audiences in a way that did not match the strict expectations set by the backend.

    The configuration change moved the frontends to a new audience, which triggered this mismatch, whereas the previous configuration had relied on legacy behavior that the backend was no longer implicitly supporting.

    Detection

    The incident was detected by automated alerts which fired shortly after the v5.13.0 rollout.

    Resolution

    The following steps were taken to mitigate and resolve the incident:
    * Rollback: The frontend changes were rolled back to the previous stable versions for both frontends.
    * Backend Configuration: The backend validation logic was amended to temporarily allow the legacy audience value, ensuring that existing sessions remained valid while the frontend could be safely updated.

    Resolved
  • Jul 23, 2026 10:28 AM CEST (1 week, 1 day, 2 hours, and 59 minutes earlier)

    The problem has been resolved for all clients including those with older app versions.

    Resolved
  • Jul 22, 2026 10:56 AM CEST (23 hours and 32 minutes earlier)

    The incident has been mitigated at 10:12am. Login functionality has recovered for all customers after refreshing their browser pages.

    Monitoring
  • Jul 22, 2026 10:04 AM CEST (51 minutes earlier)

    We're observing disruptions to the login flow on our customer-facing frontends since a rollout at 9:14am.

    Investigating