Provisioning invite links are not working

Final update

# **Provisioning Invites could not be accepted** **Date of Incident:** 2025-09-23 **Time of Incident \(UTC\):** 17:18 - 00:46 **Service\(s\) Affected:** Sign Up **Impact Duration:** 7h 28m ## **Summary** For 7 hours and 28 minutes, 1Password Provisioning invites could not be accepted, presenting to the user as an invite expiry. Invites could not be accepted due to a web browser routing defect that was not caught during development, review, or release. First identified by customer reports approximately two and a half hours after release, the issue was escalated to development teams and an incident was immediately called. The root cause was identified as a defect introduced by a web client modification, and a fix was created, tested, and released. By 00:46 UTC, the fix was deployed to all environments and service was fully restored. ## **Impact on Customers** * **Sign-up:** Provisioning invites could not be accepted. * **Number of Affected Customers \(approximate\):** 100% of provisioning invites could not be accepted * **Customer-facing impact**: Users clicking their invite links encountered a misleading ‘Invite Expired’ message. * **Geographic Regions Affected:** 1Password USA/C

1. Postmortem · Sep 26, 16:39 UTC
   # **Provisioning Invites could not be accepted** **Date of Incident:** 2025-09-23 **Time of Incident \(UTC\):** 17:18 - 00:46 **Service\(s\) Affected:** Sign Up **Impact Duration:** 7h 28m ## **Summary** For 7 hours and 28 minutes, 1Password Provisioning invites could not be accepted, presenting to the user as an invite expiry. Invites could not be accepted due to a web browser routing defect that was not caught during development, review, or release. First identified by customer reports approximately two and a half hours after release, the issue was escalated to development teams and an incident was immediately called. The root cause was identified as a defect introduced by a web client modification, and a fix was created, tested, and released. By 00:46 UTC, the fix was deployed to all environments and service was fully restored. ## **Impact on Customers** * **Sign-up:** Provisioning invites could not be accepted. * **Number of Affected Customers \(approximate\):** 100% of provisioning invites could not be accepted * **Customer-facing impact**: Users clicking their invite links encountered a misleading ‘Invite Expired’ message. * **Geographic Regions Affected:** 1Password USA/Canada/EU/Enterprise ## **What Happened?** A change to the web client contained a router defect that incorrectly rendered provisioning invites as expired. Users were presented with an error message that erroneously stated the invite was expired. The change responsible for introducing the defect was a
2. Resolved · Sep 24, 02:07 UTC
   This incident has been resolved.
3. Monitoring · Sep 24, 00:51 UTC
   A fix has been deployed and we are now monitoring the results.
4. Identified · Sep 23, 22:10 UTC
   Our engineering team has identified the issue and are currently working on deploying a fix.
5. Investigating · Sep 23, 21:24 UTC
   Invite links are currently returning an error when attempting to accept an invite from provisioning. Our engineering team is actively investigating.