App authentication slow   2021-09-28

28th September 2021

Systems impacted: Email Hippo's customer app

Issue identified at: 13:19 UTC

Issue resolved at: 16:08 UTC 

Issue at 13:19 UTC

Some customers are experiencing long delays when attempting to log into Email Hippo's customer web app. This is being caused by issues with Auth0's authentication service which manages access to the app.

Auth0 are reporting an elevated error rate in logins for the EU region. They are currently investigating the problem.

The link to their incident report is:

We will continue to monitor the situation and apologise for any inconvenience.

If you need to make any urgent changes to your accounts or process any urgent files please contact our support team.

Resolution at 16:15 UTC

Auth0 have applied fixes to the EU and US regions affected by the issue. This appears to have resolved the login problems to the app. We will continue to monitor the situation.

Thank you for your patience.


Written by: Adam

Tuesday, 28 September 2021