Snapshot 25514
Normalized text
Scripts and page chrome removed; this is what change detection compares.
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"body": "We are currently experiencing a service disruption with our Account Management page at /manage/account. \nUsers may be affected and notice a 500 error when accessing the Account Management page. This can happen when attempting to view or manage your current Billing information. \n\nThis appears to be caused by an upstream provider that we integrate with being down. We're investigating for a solution and awaiting a resolution on their end. We will provide an update as soon as possible.",
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"body": "This incident has been resolved.\n\nAfter a database upgrade, part of the Thinkific app kept connecting to the old database, causing freezes and crashes between 5–6 PM PST, until it was resolved.\n\nFollowing the incident, our engineering team carefully reviewed all affected areas. This process took additional time to ensure accuracy, thorough validation, and to prevent any further issues.\n\nWe’re happy to confirm that the review is now complete and the disruption is now marked as fully resolved.\n\nThank you for your patience and partnership.",
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"body": "The data backfill is now complete and systems are stable. We are reaching out to all impacted customers individually with specific next steps. We sincerely appreciate your patience while our team worked through this.",
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"body": "We have finished backfilling the majority of the missing data identified in our investigations. Any missing orders, purchases, enrollments, user access or course completion should now be restored.\n\nIn the unique chance that any lingering discrepancies are identified, please reach out to our Support Team and we will work to have this corrected for you.\n\nThe platform continues to be fully operational. Thank you for your patience as we near the final stages of this incident.",
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"body": "Our engineers are continuing to work on backfilling and correcting impacted data related to purchases, enrollments, and course progress from the outage window. This process is ongoing, and we are carefully validating records to ensure accuracy and completeness.\n\nThe platform remains fully operational. We appreciate your patience as we complete these remediation efforts and will provide further updates as progress continues.",
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"body": "We are aware that users experienced an outage on the platform from approximately 5:00 PM - 6:00 PM Pacific time on March 19, 2026. During this time, various disruptions were reported across different areas of the platform.\n\nOur engineers have identified the underlying issue and implemented a fix yesterday. The platform is now fully operational.\n\nThrough investigation of the outage window, the following customer impacts were identified:\n\n- Some users may have encountered intermittent 503 errors during the outage window.\n- Some notifications may have been sent to incorrect users.\n- Some purchases may not be fully reflected in the platform. In certain cases, site owners may not see the user in their account, may not find the associated enrolment record, or may not see the purchase in Thinkific—even though it appears in Stripe or Thinkific Payments.\n- In some cases, new users may not have been created if it was their first time purchasing a product.\n- Students who progressed through a course during that period and completed it may not see their progress accurately reflected.\n- Some site page updates made are not persisting or reflecting the latest changes. \n- Edits made to a few community posts during the outage were not reflected.\n\nNote that Analytics data was briefly delayed but is fully updated since 1:00 PM Pacific time today.\n\nWe are actively working on resolving any purchase data and enrolment issues and are prioritizing any affected cases.\nIf you need assistance with a student payment made through Thinkific Payments during the outage window that you cannot access via the admin dashboard, please reach out to our support team at [email protected]. \n\nWe will continue to provide updates as we complete our investigation, data fixes and remediation efforts.",
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"body": "We are aware that users experienced an outage on the platform from 8:00 PM to 10:00 PM Eastern (5:00 PM – 7:00 PM PST). During this time, various disruptions were reported across different areas of the platform.\n\nOur engineers have identified the underlying issue, implemented a fix, and the platform is now fully operational. Our development team is actively reviewing the incident to ensure all systems are functioning as expected and to understand the full scope of any potential impact during this window.\n\nWe sincerely apologize for any inconvenience this may have caused and appreciate your patience and understanding. Once our development team has completed a thorough analysis and assessed the full impact, we will share an update with you.",
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"body": "Our developers have corrected Community access to be correctly assigned based on a students Course or Group. Site admins will see the Community enrollments in the impacted students Enrollments tab but they will be expired and not accessible to the students. Please Note: Any manual enrollment outside expiring incorrect access by Site Admins from the 17th of December will lose access to the manually assigned Community and need to be reassigned.",
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"body": "A fix has been implemented to resolve the issue and ensure future Community enrollments are applied as expected! Our developers are working on resolving and syncing the correct access with all impacted students during the time of the issue.",
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{
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