SuperTokens - Service-wide downtime for managed instances – Incident details

Service-wide downtime for managed instances

Resolved
Major outage
Started 12 months agoLasted about 2 hours

Affected

Managed service (N. Virginia region)

Major outage from 11:15 AM to 1:15 PM

Development environment

Major outage from 11:15 AM to 1:15 PM

Production environment

Major outage from 11:15 AM to 1:15 PM

Bot / spam detection service

Major outage from 11:15 AM to 1:15 PM

Managed services (Ireland region)

Major outage from 11:15 AM to 1:15 PM

Development environment

Major outage from 11:15 AM to 1:15 PM

Updates
  • Postmortem
    Postmortem

    Impact:

    The incident impacted all users of SuperTokens and resulted in downtime ranging from 40 minutes (as reported by some end-users) to 2 hours of downtime (when incoming reports stopped and DNS debugging tools indicated that the update had propagated), depending on the customer.

    Root cause:

    The supertokens.io domain unexpectedly failed to auto-renew on our provider, so the domain was parked until we could manually renew it.

    Changes we are implementing to make sure this never happens again:

    • We are working with our domain provider's support to ensure auto-renewal never fails again.

    • Adding billing team members to infrastructure resolution workflow

  • Resolved
    Resolved
    This incident has been resolved.
  • Investigating
    Investigating

    The supertokens.io domain unexpectedly failed to auto-renew on our provider, so the domain was parked until we could manually renew it.

    Service-wide downtime (2025_05_27) incident report.pdf