On the morning of 17th March 2026, an issue was identified which impacted the platform performance of all client applications within the EU Region.

9:35 AM UTC March 17th 2026:

An issue was identified that impacted the platform performance of all client applications within the EU Region, and investigations immediately commenced.

12:15 PM UTC March 17th, 2026:

Root cause identified, resolution and/or mitigation changes underway.

3:00 PM UTC March 17th, 2026:

Platform changes were complete at 15:00 UTC, and we were seeing platform stability return. The degradation was isolated to the EU environment.

Recovery status

Our systems were processing a backlog of data, caused by the service degradation.

During the recovery process, customers may have noticed delays with:

Important Note on User Accounts

We identified that a small number of users who attempted to log in during the degradation may have had a duplicate account created. This could have temporarily affected those specific user roles and the visibility of booking data.

Our team actively identified and resolved these instances.

Upon isolating the cause, our engineering team identified that specific processes within event booking functionality were placing an unexpected load on our database, leading to the performance degradation experienced.

To resolve this, we implemented immediate configuration updates and optimised how the system retrieves data (indexing). These actions successfully restored normal service.

While the system is currently stable, our team is continuing a deep-dive analysis into the root cause. We are committed to implementing further enhancements as needed to ensure long-term stability and prevent a recurrence.