On May 21, 2025, at 08:55 UTC, we received notifications of login issues on the Anaplan platform. As a result, customers were unable to log in to the platform. Any customers already logged in were unaffected and could continue their work.
This issue affected the following regions:
We identified that a recent change to a feature flag used by our authentication service had caused this issue. The status of the feature flag was reverted, and we immediately saw a reduction in login errors. Full service was restored at 09:06 UTC.
We have reviewed what led to this change. The feature flag was deployed during a release earlier on May 21. Before it was deployed, the release was tested in non-production environments. During testing, an error was identified, which we thought was due to a dependent service. The team fixed the issue with the dependent service but didn’t re-run the tests on the original release.
After the feature flag was deployed into production, another issue arose. This issue was incorrectly tracked back to the deployment of the feature flag. The feature flag state was changed, and the error identified during testing recurred. This resulted in the platform's login functionality becoming unavailable.
To prevent this from happening again, our technical team is adding several more testing patterns to our release testing procedures. We are also developing additional alerting in both production and non-production environments to enhance our observability and analyzation capabilities. These improvements will help us catch errors more effectively and ensure the platform is running smoothly after any updates.
We deeply apologize for any disruption this may have caused to your business operations. We understand how important reliable access to Anaplan is for your daily activities, and we are committed to continuously improving our systems and procedures to minimize any future disruptions to your business and users.
If you have further questions or concerns, please visit our Support website. Thank you for your patience during this situation, and we appreciate your continued trust in Anaplan.