Phrase Status Page

Sep 23, 2026 · resolved Sep 23

## Introduction We would like to share details about an incident that affected access to Phrase TMS on September 23, 2026. Between 9:02 AM and 11:27 AM CEST, users opening Phrase TMS from Phrase Platform could not complete the sign-in. They were either caught in a redirect loop or returned to the Phrase TMS login page with a sign-in error. Users who already had an active Phrase TMS session were not affected, and no customer data was lost or modified. Signing in to Phrase Platform itself kept working throughout the incident, both with a password and with single sign-on. So did signing in with a password directly on the Phrase TMS login page. This post-mortem explains what happened, how it was resolved, and what we are doing to prevent it from happening again. ## Timeline * **Sep 23, 2026 at 9:02 AM CEST** – An update to the Phrase TMS web application went live in production. It included a security improvement to how the sign-in flow handles redirects after login. From this point, users opening Phrase TMS from Phrase Platform could not complete sign-in. Shorty after, the issues was investigated internally. * **Sep 23, 2026 at 10:59 AM CEST** – The update from 9:02 AM CEST was identified as the cause, and we began preparing a rollback. * **Sep 23, 2026 at 11:13 AM CEST** – The rollback was verified in our test environment, and deployment to production started. * **Sep 23, 2026 at 11:27 AM CEST** – The rollback was live in all production regions. Customer-facing impact ended. * **Sep 23, 2026 at 11:28 AM CEST** – We confirmed that signing in to Phrase TMS from Phrase Platform worked again. * **Sep 23, 2026 at 12:04 PM CEST** – The incident was marked as resolved on our status page. ## Root Cause The incident was caused by a security improvement to the Phrase TMS web application. Its goal was to make sure users are only sent to trusted destinations after they sign in. To do this, the web application only accepted redirects to the Phrase TMS web address itself. However, when a user opens Phrase TMS from Phrase Platform, the sign-in process legitimately moves the user between different Phrase web addresses. Our servers already check each of these redirects against a list of trusted Phrase domains and allow them. The new check in the TMS core application was stricter than this server-side check and overrode it. As a result, legitimate redirects were replaced with the Phrase TMS start page, which started the sign-in process again. Users either looped through sign-in repeatedly or landed back on the Phrase TMS login page with an error. Signing in to Phrase Platform itself kept working throughout the incident, both with a password and with single sign-on. So did signing in with a password directly on the Phrase TMS login page. The failure happened at the step where a signed-in user moves from Phrase Platform into Phrase TMS. Because of this, some affected users reported the problem as a password issue: they entered their credentials successfully but were then sent back to a login screen. ## Actions to Prevent Recurrence 1. **Change rolled back** – The update that caused the issue was rolled back in all production regions at 11:27 AM CEST, which restored normal sign-in. 2. **Continuous sign-in monitoring** – We are adding automated checks that run regularly in all production regions and in our test environment. Each check performs the full sign-in from Phrase Platform into Phrase TMS and immediately alerts our on-call engineers if it fails. Before we rely on them, we will confirm that these checks detect the exact failure that occurred in this incident.

Sep 10, 2026 · resolved Sep 10

We are pleased to confirm that the webhook synchronization issue between Phrase Strings and Phrase TMS has been resolved and verified as fully operational, including for US data center customers. This incident is now closed.

Aug 31, 2026 · resolved Sep 2

Gengo has resolved the underlying issue on their end. Price calculations and translation order submissions to Gengo are now working again.

Sep 1, 2026 · resolved Sep 1

The issue has been resolved and performance is stable.

Aug 31, 2026 · resolved Aug 31

## Introduction We would like to share details about an incident that affected Phrase TMS on August 31, 2026. Between 2:26 and 5:57 PM CEST, some users of the legacy Project page were unable to use Tools-menu actions such as creating or editing jobs and running analyses, and clicking to open a job did not launch the CAT web editor as expected, instead returning users to the project page. This post-mortem explains what happened, how it was resolved, and what we are doing to prevent it from happening again. ## Timeline * **August 31, 2026 at 2:26 PM CEST** – A code change reached production containing a defect that broke script execution on the Project page for any user who loaded it. * **August 31, 2026 at 2:49 PM CEST** – The first customer reports came in describing Tools-menu buttons as disabled and jobs failing to open in the editor. * **August 31, 2026 at approximately 3:10 PM CEST** – Our team identified the root cause of the issue. * **August 31, 2026 at 3:48 PM CEST** – A fix for the underlying defect was completed. * **August 31, 2026 at 4:04 PM CEST** – The fix was verified in a pre-production environment. * **August 31, 2026 at 5:18 PM CEST** – Deployment of the fix to production began. * **August 31, 2026 at 5:57 PM CEST** – The fix was fully live in production and normal functionality was restored for all affected customers. ## Root Cause The incident was caused by a code change intended to fix an unrelated, minor display issue on shared project pages. That change altered how a value was inserted into a script embedded directly in the page. The system that renders the page automatically encodes values for safety, but that encoding does not distinguish between a value being placed in regular page content versus inside a script. As a result, the embedded script's syntax was silently broken once the change reached production. Because browsers stop executing any further code on a page once they encounter invalid script syntax, every script placed after that point on the page stopped running — not just the part related to the original change. This is why customers experienced what looked like two separate problems \(disabled menu buttons and jobs failing to open in the editor\) that were, in fact, downstream effects of the same single defect. The issue was not caught before release because the verification performed at the time confirmed that the underlying data being inserted was correct, but did not load the actual page in a browser to confirm it rendered and executed correctly end-to-end. ## Actions to Prevent Recurrence 1. **Fix deployed** – The underlying defect was corrected and deployed to production the same day it was identified. 2. **Engineering guidance updated** – We have updated our internal engineering documentation to clearly describe this specific failure pattern and the correct, safe way to handle it, so this category of mistake is caught during code review going forward. 3. **Automated detection improvements underway** – We are working on adding automated monitoring for this class of front-end failure, so similar issues can be detected and addressed before customers are affected, rather than relying on customer reports.

Is Phrase down right now?

No — Phrase is up. All systems operational as of Oct 13, 3:55 AM UTC.

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