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Oct 14, 2026 5:02 PM PDT

SSU Signups Failing: Salesforce 401 on account provisioning

Updates

  • Oct 15, 2026 11:24 AM PDT

    This incident has been resolved.

    Resolved
  • Oct 14, 2026 5:02 PM PDT (18 hours and 21 minutes earlier)

    Since 2:54 PM PDT, all self-sign-up account creation in prod is failing. Calls from identity-account-facade-service to Salesforce (/apexrest/v1/ssu/account) return 401 INVALID_JWT_FORMAT. As of 3:52 PM, 50+ failures and 10+ users were blocked, and it is ongoing. Cause unconfirmed; a Salesforce-side change is suspected. Mohamed Suhail Z is investigating and a Salesforce admin has been asked to help. Mitigation status: Not mitigated yet; investigation is ongoing into a suspected Salesforce-side change, with Mohamed Suhail Z leading and a Salesforce admin engaged for assistance.

    No remediation has been confirmed; current actions are investigation and stakeholder engagement, with PIR documentation, Post-Incident Review scheduling, and capturing current customer impact planned.

    Monitoring