# PandaDoc: Critical incident: API Outage

**Summary:** PandaDoc’s critical API outage started at 2023-09-26 18:29 UTC and lasted 58 min, resolving at 2023-09-26 19:27 UTC. A fix was implemented at 18:59 UTC; the postmortem said some users’ API keys were temporarily deactivated, requiring new ones, and stated PandaDoc was not breached or hacked. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2023-09-26 18:29 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/qq7c7k7hqljh](https://stspg.io/qq7c7k7hqljh)
- [Company: PandaDoc](https://rewindex.com/company/pandadoc.md)
- Versions: before (none: first archived) → after incident\_version:220/s4k9tybcrk2y@29c207287c21
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ API Outage
```

**2. Added: Impact**

```diff
+ critical
```

**3. Added: Status**

```diff
+ postmortem
```

**4. Added: Start time**

```diff
+ 2023-09-26 18:29 UTC
```

**5. Added: Resolved time**

```diff
+ 2023-09-26 19:27 UTC
```

**6. Added: Affected components**

```diff
+ API
```

**7. Added: Update** (investigating) · 2023-09-26 18:29 UTC

```diff
+ We are currently investigating issues regarding our API. We will be updating you immediately when we have an update.
```

**8. Added: Update** (monitoring) · 2023-09-26 18:59 UTC

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

**9. Added: Update** (resolved) · 2023-09-26 19:27 UTC

```diff
+ This incident has been resolved.
```

**10. Added: Update** (postmortem) · 2023-10-13 16:19 UTC

```diff
+ It has come to our attention that some PandaDoc API users experienced temporary deactivation of their API keys recently, causing a need to generate new ones. We are pleased to inform you that our investigation into the matter is complete and we have addressed the issue.  ‌ To be clear, PandaDoc was not part of a data breach and was not hacked. PandaDoc’s Sandbox API was deactivated for trialists to improve our security measures, and unfortunately this change temporarily affected paying customers.  ‌ If you have been using our API and were affected by this, we extend our sincere apologies for any disruption it caused or impact on your experience using PandaDoc. ‌ Thank you again for using PandaDoc, and please don’t hesitate to reply to this email if you have any questions.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2023-09-26 18:29 UTC | Critical incident: API Outage (this change) | outage |

All PandaDoc changes: [timeline](https://rewindex.com/company/pandadoc/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/i6b45aee0fb7a2e · Markdown: https://rewindex.com/change/i6b45aee0fb7a2e.md · JSON: https://rewindex.com/api/v1/changes/i6b45aee0fb7a2e · Generated 2026-10-18T02:31:25.654Z