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Jun 2, 2026 9:35 AM PDT

Paid User SSU Conversion Drop Resulting in Reduced Completed Sign-Ups

Updates

  • Jun 3, 2026 8:38 AM PDT

    a sharp drop in paid-user SSU completions. Current signals show SSU conversion fell to about 3% yesterday, versus a typical 30–40%, and the number of completed submissions dropped materially compared with prior Mondays. Early review suggests the break may be occurring around or after the plan picker step, but that has not been confirmed yet and the team is still validating where the funnel is failing. The incident was resolved by rolling back the last night’s deployment; post-rollback Datadog showed no 404s and the system stabilized. Next steps are for Product/CS to validate that paid SSU completions are back to normal and to coordinate outreach to affected customers.

    Resolved
  • Jun 2, 2026 9:35 AM PDT (23 hours and 2 minutes earlier)

    a sharp drop in paid-user SSU completions. Current signals show SSU conversion fell to about 3% yesterday, versus a typical 30–40%, and the number of completed submissions dropped materially compared with prior Mondays. Early review suggests the break may be occurring around or after the plan picker step, but that has not been confirmed yet and the team is still validating where the funnel is failing. - The team rolled back the last night’s deployment (rollback completed); post-rollback Datadog showed no 404s and the incident appears stabilized.
    - The next step is business/CS validation to confirm paid SSU completions are back to normal and to coordinate outreach to affected customers.

    Monitoring