Security precaution: account and billing services offline

WhatsApp, Facebook and Instagram channels are working again. Messages are being sent and received normally.

We are still working on the other areas affected by this incident and will post another update when we have more to share.

Deskpro's built-in Google and Microsoft sign-in has been restored for Cloud helpdesks. Microsoft is currently reporting a service degradation (https://status.cloud.microsoft), so if Microsoft sign-in still fails, please check there first and then contact support.

We are continuing to work on the remaining services. Billing, custom domain setup, voice setup, adding agents above your paid seats, on-premise licence renewals and new Cloud trials are still unavailable, and voice and AI features that use credits may still be affected. Some other services that rely on these systems may also be affected, including WhatsApp, Facebook and Messenger channels.

Customer helpdesks remain up and working.

We are continuing to work on restoring the affected services. Customer helpdesks remain up and working, both Cloud and on-premise.

A fix for Deskpro's built-in Google and Microsoft sign-in is being deployed and tested. It is not live yet. This affects Cloud helpdesks only. Agents with a password can still sign in, and others can use "forgot password" if their helpdesk allows password login.

Two clarifications to our earlier update:
- Adding agents is only affected if it would take you above your current paid number of agents. You can still add agents within your existing seats.
- The "Contact support" form in the on-premise admin interface is not working at the moment. Please email us or use support.deskpro.com instead.

Everything else in our original post still applies.

We are continuing to restore services one by one. Our first priority is Deskpro’s built-in Google and Microsoft sign-in: A fix is being reviewed and tested, but it is not live yet. Customer helpdesks remain up and working, and everything else in our original post still applies. We will post the next update by 17:30 GMT.

We are continuing to work on restoring the affected services. Customer helpdesks remain up and working.
Next update by 16:15 GMT.

We are continuing to work on a fix for this issue.

As a security precaution, we’ve temporarily taken some account, billing and licensing services offline. Helpdesks remain online for Cloud and on-premise customers.

While these services are offline:
- Signing in with Deskpro’s built-in Google or Microsoft sign-in is unavailable. Username/password and your own company SSO are not affected.
- Voice and AI features within helpdesks may be limited while these services are offline
- Billing, adding agents, custom domains and voice setup are unavailable.
- On-premise licence renewals can’t be processed automatically. Contact support if your licence is due to expire.
- New Cloud trials and sign-ups are paused.

We’re restoring services in stages and will post updates here.