Phrase Incident History

### Introduction We would like to share more details about the events that occurred with Phrase between June 16, 2026, 01:00PM CEST and June 17, 2026, 11:00AM CEST, which led to degraded performance of Phrase Strings API, causing customers using the Job Sync with the default connection type to experience failures. We apologize for the disruption and are committed to preventing similar incidents in the future. ### Timeline **Jun 16, 2026 @ 01:00 PM CEST** – Job Sync began failing for customers using the default connection type. Connectors were unable to authenticate against the Phrase Strings API. **Jun 17, 2026 @ 10:00 AM CEST** – The authentication failure was identified by the engineering team. **Jun 17, 2026 @ 10:28 AM CEST** – Impact scope was confirmed: Customers using the default Job Sync connection were affected. Customers using personal access token-based connectors were not affected. **Jun 17, 2026 @ 10:29 AM CEST** – Root cause was identified: A recent change which added multi-platform token support inadvertently introduced errors with some existing platform tokens. **Jun 17, 2026 @ 10:40 AM CEST** – A fix was prepared and submitted for review. **Jun 17, 2026 @ 10:53 AM CEST** – The fix was deployed and JobSync functionality was fully restored. ### Root Cause A code change introduced to add support for multi-platform authentication tokens modified how incoming platform tokens are validated and processed in the Phrase Strings API. This change was not compatible with an existing token format used by the default connection type. As a result, platform tokens were rejected by the Strings API with a `401 Unauthorized` response. The connector retried establishing the connection until exhausting its retry budget, causing all affected operations to fail. Customers using personal access tokens were not affected as their tokens follow a different code path. ### Actions to Prevent Recurrence The root cause was a backwards-incompatible change to token handling that was not detected during development. The following actions are being taken: * **Token format compatibility testing in auth changes:** When introducing a new token/authentication format alongside an existing one, tests must explicitly cover the transition case—old-format tokens being processed under the new detection logic—not just each format in isolation.

Between June 16, 2026 01:00PM CEST and June 17, 2026 11:00AM CEST, the Phrase Job Sync connector suffered degraded performance. Customers using the Job Sync with the default connection type experienced failures. The engineering team identified a root cause and provided a fix.

This incident has been resolved.

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.

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.

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.

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.

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.

Orchestrator (EU) is available again since 5:32 PM CEST. All pending executions are being processed. This incident has been resolved.

A fix has been implemented and we are monitoring the results.

The issue has been identified and a fix is being implemented.

We are continuing to investigate this issue.

We are currently investigating an issue affecting Phrase Orchestrator. We are working to identify the root cause and will provide further updates as soon as more information is available.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

We are currently investigating an issue affecting the Translation Center in Phrase Strings (EU and US regions), where strings are failing to load. Our engineering team has identified a potential cause and is actively working to resolve it. We will provide further updates as our investigation progresses.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

We are currently investigating an issue affecting the Translation Center in Phrase Strings (EU and US regions), where strings are failing to load. Our engineering team has identified a potential cause and is actively working to resolve it. We will provide further updates as our investigation progresses.

The incident has been resolved.

The issue has been identified, a fix was implemented and we are monitoring the situation.

We are getting reports from users about jobs disappearing from projects and we are currently investigating the issue.

The incident has been resolved.

The issue has been identified, a fix was implemented and we are monitoring the situation.

We are getting reports from users about jobs disappearing from projects and we are currently investigating the issue.

The incident has been resolved.

The issue has been identified, a fix was implemented and we are monitoring the situation.

We are currently investigating issues with CAT Web Editor.