Resolved incident

API Outage

PandaDoc · Critical · Started

Duration
58m
Severity
Critical
Status
Postmortem

Summary

Critical · Postmortem

It has come to our attention that some PandaDoc API users experienced temporary deactivation of their API keys recently, causing a need to generate new ones. We are pleased to inform you that our investigation into the matter is complete and we have addressed the issue.  ‌ To be clear, PandaDoc was not part of a data breach and was not hacked. PandaDoc’s Sandbox API was deactivated for trialists to improve our security measures, and unfortunately this change temporarily affected paying customers.  ‌ If you have been using our API and were affected by this, we extend our sincere apologies for any disruption it caused or impact on your experience using PandaDoc. ‌ Thank you again for using PandaDoc, and please don’t hesitate to reply to this email if you have any questions.

View official incident ↗

Event timeline

How this incident unfolded, from the official status page.

  1. Investigating

    PandaDoc

    We are currently investigating issues regarding our API. We will be updating you immediately when we have an update.

  2. Monitoring

    PandaDoc

    A fix has been implemented and we are monitoring the results.

  3. Resolved

    PandaDoc

    This incident has been resolved.

  4. Postmortem

    PandaDoc

    It has come to our attention that some PandaDoc API users experienced temporary deactivation of their API keys recently, causing a need to generate new ones. We are pleased to inform you that our investigation into the matter is complete and we have addressed the issue.  ‌ To be clear, PandaDoc was not part of a data breach and was not hacked. PandaDoc’s Sandbox API was deactivated for trialists to improve our security measures, and unfortunately this change temporarily affected paying customers.  ‌ If you have been using our API and were affected by this, we extend our sincere apologies for any disruption it caused or impact on your experience using PandaDoc. ‌ Thank you again for using PandaDoc, and please don’t hesitate to reply to this email if you have any questions.