# Salesforce: Critical incident: Service Disruption: Account Manager

**Summary:** _summary pending_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2026-08-11 08:10 UTC · Detected: 2026-10-18 05:18 UTC
- [Source: https://status.salesforce.com/incidents/20004337](https://status.salesforce.com/incidents/20004337)
- [Company: Salesforce](https://rewindex.com/company/salesforce.md)
- Versions: before (none: first archived) → after incident\_version:130/20004337@ff8e4555051e
- Change 1 of 1 for this incident

Incident page (full timeline): [Service Disruption: Account Manager](https://rewindex.com/company/salesforce/incidents/20004337.md)
## What changed

**1. Added: Title**

```diff
+ Service Disruption: Account Manager
```

**2. Added: Impact**

```diff
+ critical
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2026-08-11 08:10 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-08-11 11:07 UTC
```

**6. Added: Affected components**

```diff
+ 161 instances, Account Manager
```

**7. Added: Update** (update) · 2026-08-11 09:14 UTC

```diff
+ We’re investigating an issue where Commerce Cloud customers who use Account Manager credentials to access Business Manager through the Salesforce identity federation are impacted. Customers using this federated login path are currently unable to access their accounts, including Business Manager. Customers using the direct Account Manager login path are not affected and may still be able to establish a connection. Storefronts remain unaffected. We’ve identified a recent change as the trigger for this issue and are actively rolling back the change. We’ll provide another update in 30 minutes or sooner if additional information becomes available. 
```

**8. Added: Update** (update) · 2026-08-11 09:56 UTC

```diff
+ We are proceeding with a region switch to establish a full replica of the environment in another region. As part of this process, Account Manager has been placed in maintenance mode and is currently read-only. Any changes made in Account Manager during this period will not be saved. The region switch is expected to take some time to complete. Once completed, we will validate traffic flow and confirm that all services are operating as expected. We’ll provide another update in 60 minutes or sooner if additional information becomes available. 
```

**9. Added: Update** (update) · 2026-08-11 10:59 UTC

```diff
+ The region switch is taking more time than anticipated but is progressing well. Initial tests on the standby environment have given positive results.  During this maintenance period, Commerce Cloud On-Demand sandboxes cannot be created, started, or restarted . On-Demand sandboxes that were already running before the maintenance began are not affected. We’ll provide another update in 60 minutes or sooner if additional information becomes available.
```

**10. Added: Update** (update) · 2026-08-11 11:25 UTC

```diff
+ The region switch has been completed, and post-switch validation checks have confirmed that the new environment is successfully handling traffic and connections. Customers are able to access Account Manager and Business Manager as expected. The maintenance period has also ended, we’re out of read only mode and customers can now make updates and changes to Account Manager and On-Demand sandboxes.  We apologize for any inconvenience and appreciate your patience while we worked to restore normal service. 
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2026-08-11 08:10 UTC | Critical incident: Service Disruption: Account Manager (this change) | outage |

All Salesforce changes: [timeline](https://rewindex.com/company/salesforce/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/i4e9d5243c64b68 · Markdown: https://rewindex.com/change/i4e9d5243c64b68.md · JSON: https://rewindex.com/api/v1/changes/i4e9d5243c64b68 · Generated 2026-10-18T12:19:06.308Z