Degraded Performance of Phrase (EU & US) starting on July 16, 2026 17:24 CEST

What to do

• Check whether you use Phrase Identity management - IDM (EU), Identity management - IDM (US) in eu, us. Check your stack

  Paste a package.json, lockfile, Terraform or a list of domains at down.guide/stack to see every provider you depend on.

• Confirm your retries, queues and scheduled jobs caught up after the 3d 20h it lasted.

  Anything that failed between 2026-07-16 15:47 UTC and 2026-07-20 12:07 UTC may need a replay.

• Subscribe to Phrase's feed to hear about the next one first. RSS feed

  https://down.guide/feed?provider=phrase works in Slack (/feed subscribe), Discord feed bots and any RSS reader.

Updates from Phrase 6

1. investigatingJul 16, 2026, 3:47 PM UTC

   We are currently investigating an issue affecting our Metrics service that may result in duplicated metrics consumption for some customers. Our team is actively working to identify the affected components and determine the root cause. We will provide further updates as more information becomes available.

   provider

2. identifiedJul 16, 2026, 4:29 PM UTC

   We have identified the root cause as instability on a specific broker, which is causing repeated consumer group rebalancing in our Metrics service and leading to duplicate processing of metric updates. This may result in some customers experiencing incorrect consumption calculations or unexpected account blocking. We continue working on a fix.

   provider

3. monitoringJul 16, 2026, 5:31 PM UTC

   We have stopped the progression of the issue and are now working to identify the full scope of impact, including which organizations are affected or blocked. Affected accounts will be prioritized for resolution through a deduplication process, though this will take some time to complete.

   provider

4. identifiedJul 16, 2026, 7:04 PM UTC

   We have successfully deduplicated metrics consumption for all blocked organizations. We are continuing work to develop per-organization deduplication tooling to ensure accurate billing cycle data, with the full team scaling these fixes tomorrow morning.

   provider

5. monitoringJul 17, 2026, 1:02 PM UTC

   We continue to make progress resolving the duplicated metrics consumption issue first identified on July 16. The root cause has been identified and addressed. Since our last update, our team has corrected the duplicated data for all previously blocked accounts. We are now working through a remaining set of affected accounts and expect this cleanup to continue over the coming days. No further duplication is occurring, this work addresses historical data only.

   provider

6. resolvedJul 20, 2026, 12:07 PM UTC

   This incident has been resolved.

   provider

Corrections

None so far.

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