# Elastic Support Portal is unavailable

- Provider: [Elastic Cloud](https://down.guide/elastic-cloud)
- Level: confirmed
- Impact: Partial outage
- lasted 2h 29m
- started 2026-10-23 04:04 UTC
- us
- id: DWN-369327b9cb
- Official page: https://stspg.io/kwp91nqbz7z4

## Root cause
> We have identified an issue preventing access to the Elastic Support portal caused by an upstream provider.

Category: Upstream dependency. [Postmortem](https://stspg.io/kwp91nqbz7z4)

## Updates from Elastic Cloud
### 2026-10-23 04:04 UTC: investigating
We are currently investigating an issue preventing access to the Elastic Support portal. At this time, customers may experience issues authenticating to the support portal.

### 2026-10-23 04:59 UTC: identified
We have identified an issue preventing access to the Elastic Support portal caused by an upstream provider. The provider has confirmed a fix that has restored access for some of its affected environments and is now rolling it out to the rest. At this time, customers may experience issues authenticating to the support portal.

### 2026-10-23 06:33 UTC: resolved
The upstream provider has completed its fix, and access to the Elastic Support portal has been restored. Customers can authenticate to the support portal again. We are considering this issue resolved and will be providing no further updates. If you continue to have issues, please contact us.

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