Service Degradation Affecting Sign In, SSO, MFA

Final update

# Incident Postmortem - Cloud Services Degraded **Date of Incident:** 2025-11-18 **Time of Incident \(UTC\):** 5:03pm UTC - 6:05pm UTC **Service\(s\) Affected:** SSO, sign in, sign up, CLI, web interface, access to vault content and other items, admin console, MFA **Impact Duration:** ~60 mins ## Summary On November 18, 2025, at 5:03 PM UTC, 1Password experienced degraded and temporarily unavailable cloud services for customers in the US region. The issue was caused by database resource exhaustion, causing operations to fail and connections to be rejected. This was not a security incident and no customer data was impacted. The issue was resolved by resizing the database to restore normal performance and ensure additional capacity for future growth. ## Impact on Customers * **Single Sign-on \(SSO\), Multi-factor Authentication \(MFA\):** Users with SSO or MFA enabled experienced delays, and in some cases failures to log in. * **Browser Extension:** Users who needed to authenticate via the web interface were unable to unlock their vaults. * **Web Interface, Administration**: Customers were unable to log in, sign-ups failed, syncing between devices was not functioning, access to vau

1. Postmortem · Nov 21, 19:05 UTC
   # Incident Postmortem - Cloud Services Degraded **Date of Incident:** 2025-11-18 **Time of Incident \(UTC\):** 5:03pm UTC - 6:05pm UTC **Service\(s\) Affected:** SSO, sign in, sign up, CLI, web interface, access to vault content and other items, admin console, MFA **Impact Duration:** ~60 mins ## Summary On November 18, 2025, at 5:03 PM UTC, 1Password experienced degraded and temporarily unavailable cloud services for customers in the US region. The issue was caused by database resource exhaustion, causing operations to fail and connections to be rejected. This was not a security incident and no customer data was impacted. The issue was resolved by resizing the database to restore normal performance and ensure additional capacity for future growth. ## Impact on Customers * **Single Sign-on \(SSO\), Multi-factor Authentication \(MFA\):** Users with SSO or MFA enabled experienced delays, and in some cases failures to log in. * **Browser Extension:** Users who needed to authenticate via the web interface were unable to unlock their vaults. * **Web Interface, Administration**: Customers were unable to log in, sign-ups failed, syncing between devices was not functioning, access to vault and other items were unavailable and the admin console was not reachable. * **API Access:** CLI users and API requests received timeout errors and slow responses. * **Number of Affected Customers \(approximate\):** All customers utilizing cloud interfaces and APIs in the affected region for the d
2. Resolved · Nov 18, 19:15 UTC
   This incident has been resolved.
3. Monitoring · Nov 18, 18:22 UTC
   We implemented a mitigation and service is restored. We will continue to closely monitor performance to ensure the issue is fully resolved.
4. Identified · Nov 18, 18:04 UTC
   We identified the issue, the engineering team is working on a mitigation and we're starting to see recovery.
5. Investigating · Nov 18, 17:59 UTC
   We are continuing to investigate this issue.
6. Investigating · Nov 18, 17:51 UTC
   We are continuing to investigate this issue.
7. Investigating · Nov 18, 17:27 UTC
   We are continuing to investigate this issue.
8. Investigating · Nov 18, 17:22 UTC
   We are actively investigating an issue causing significant service degradation across 1Password impacting sign in, SSO, MFA, and accessing items.