Postmortem
Incident postmortem
Root cause analysis and timeline of the technical outage on March 1, 2026.
Incident summary
Date and timeMar 1, 2026, 16:08
CauseOur cloud provider shut down its infrastructure because of billing issues on its side
SeverityHigh
Duration11 min of full downtime + 58 min of partial downtime
Affected systemsAPI server, mobile and desktop apps
Affected usersAll users
Incident details
Resolution timeline
- 16:04 – Monitoring systems detected that the service was down.
- 16:06 – Cause identified: the provider's cloud resources were unavailable.
- 16:08 – The provider's on-call engineers confirmed that the resources had been shut down because of billing issues. Incident logged.
- 16:10 – First reports from users came in.
- 16:14 – The provider restored access to the servers, and the service started to recover.
- 16:19 – Backend systems and mobile apps were back up. We found an error that kept the desktop client from recovering and started looking into it.
- 17:07 – Problem identified. We started working on a fix.
- 17:15 – The desktop client error was fixed, and the desktop apps gradually came back online.
- 17:17 – Performance was fully restored.
Root causes
- Our cloud provider ran into a billing error, which shut down the infrastructure.
- After access was restored, we found a client-side error that kept the desktop apps from reconnecting automatically.
Actions taken
- We agreed on additional safeguards with the provider in case of billing issues.
- We fixed the client-side error in the desktop apps.
Lessons learned and recommendations
- Add a backup mechanism so the desktop client recovers automatically when the infrastructure restarts.
- Monitor billing status with our cloud provider to catch potential problems early.