Accounts Locked Out

Incident Report for MongoDB Cloud

Postmortem

Incident Summary

Between May 28th 2025 16:00 UTC and May 28th 2025 19:36 UTC, emails were sent out to users on affected orgs notifying them that they have been moved into the locked status and users from all affected orgs were restricted from performing any actions on their organization.

Root Cause

The root cause of this incident was an outdated internal process that was inadvertently re-enabled during a database migration.

MongoDB Actions

The MongoDB Atlas Billing team has deleted the outdated process and increased alerting on changes in dunning statuses.

Recommended Customer Actions

This issue was fully addressed by the MongoDB Atlas Billing team and does not require customer action.

Posted Jun 03, 2025 - 20:12 UTC

Resolved

This incident has been resolved.

Posted May 28, 2025 - 21:50 UTC

Monitoring

All locked organizations have been unlocked. A small number of organizations still have some repairs being performed to their support plans. Regardless, all affected organizations should have full access to their Atlas UI/API.

Posted May 28, 2025 - 20:20 UTC

Update

Virtually all locked organizations have been unlocked.

Clusters in organizations that were locked were not terminated, and neither was their IP access list deleted.

Posted May 28, 2025 - 19:54 UTC

Update

Some locked organizations have been unlocked. We are continuing to unlock affected organizations.

Clusters in affected organizations have not been terminated.

Posted May 28, 2025 - 19:32 UTC

Update

We have identified the issue and are working towards a resolution. Networks Access Lists have not been removed from affected accounts. Clusters from locked accounts have not been terminated.

Posted May 28, 2025 - 18:34 UTC

Identified

We're aware that a small number of accounts have been temporarily locked out. Our team is actively working to resolve the issue. Clusters from locked out accounts have not been terminated.

Posted May 28, 2025 - 18:11 UTC

This incident affected: MongoDB Cloud.