# MongoDB Atlas: Major incident: Support Portal Outage

**Summary:** MongoDB Atlas reported a major Support Portal outage that degraded or limited customers’ access to technical support. The incident started at 2026-09-16 09:06 UTC and was resolved at 2026-09-16 15:31 UTC, lasting 6 h 24 min; MongoDB stated that the platform issues were resolved. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2026-09-16 09:06 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/yc66h52gr7zg](https://stspg.io/yc66h52gr7zg)
- [Company: MongoDB Atlas](https://rewindex.com/company/mongodb-atlas.md)
- Versions: before (none: first archived) → after incident\_version:152/bm948zqk8djr@06b86eab3f20
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Support Portal Outage
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2026-09-16 09:06 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-09-16 15:31 UTC
```

**6. Added: Affected components**

```diff
+ MongoDB Support Portal
```

**7. Added: Update** (investigating) · 2026-09-16 09:06 UTC

```diff
+ MongoDB customers are currently experiencing degraded or limited access to the MongoDB Customer Support Portal (https://support.mongodb.com/). If you require assistance with a critical MongoDB Technical Support issue and are unable to access the Customer Support Portal, please contact us using one of the numbers listed below: [These numbers have been removed. Active MongoDB customers can access them at the support portal.] We appreciate your patience.
```

**8. Added: Update** (investigating) · 2026-09-16 09:09 UTC

```diff
+ We are continuing to investigate this issue.
```

**9. Added: Update** (resolved) · 2026-09-16 15:31 UTC

```diff
+ The MongoDB Support Portal experienced service degradation issues between approximately 2026-09-16 09:00 UTC and 2026-09-16 15:15 UTC.  These platform issues have been resolved. We apologize for the service interruption and greatly appreciate your patience.  Regards,  The MongoDB Team
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2026-09-16 09:06 UTC | Major incident: Support Portal Outage (this change) | outage |

All MongoDB Atlas changes: [timeline](https://rewindex.com/company/mongodb-atlas/changes.md)
_Diff excerpts are shown on normalized text: dates, counters and tokens appear as ‹date›, ‹count›, ‹tok›; noise-only edits are hidden. Rewindex shows the changed passages, not a copy of the page._


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Canonical: https://rewindex.com/change/i21cd8329675dca · Markdown: https://rewindex.com/change/i21cd8329675dca.md · JSON: https://rewindex.com/api/v1/changes/i21cd8329675dca · Generated 2026-10-18T00:37:28.973Z