Platform access issues for users after free trial account creation
Incident Report for Fluid Attacks


At least one user experienced difficulties accessing the platform after mistakenly creating a free trial group. The issue started on UTC-5 24-06-05 13:10 and was reactively discovered 18.9 days (TTD) later by a customer who reported through our help desk [1] that he encountered a modal that blocked access upon attempting to log in. The problem was resolved in 2.2 days (TTF), resulting in a total impact of 21.1 days (TTR) [2].


A welcome modal was repeatedly displayed due to an assumption that users in trial status who had not completed the welcome tour could trigger an action by clicking Continue. This led to the modal appearing repeatedly for users without the necessary permissions [3].


A validation was implemented in the corresponding component to ensure that the user has permission to access the group before displaying the welcome modal [4].


Changes were made to make the flow less sequential when updating the welcome tour, aiming to prevent the repeated appearance of the welcome modal. INCOMPLETE_PERSPECTIVE

Posted Jun 27, 2024 - 16:41 GMT-05:00

The incident has been resolved, and users can now access the platform as expected.
Posted Jun 27, 2024 - 14:05 GMT-05:00
It has been detected that users who mistakenly create a free trial account before accepting invitations to groups are blocked by a free trial modal, preventing access.
Posted Jun 26, 2024 - 12:23 GMT-05:00
This incident affected: Platform.