# GitLab: Critical incident: Error loading GitLab.com and customers.gitlab.com

**Summary:** _summary pending_
- Kind: Major incident · Label: critical (vendor)
- Changed: 2026-10-15 04:43 UTC · Detected: 2026-10-18 05:07 UTC
- [Source: https://status.gitlab.com/pages/incident/5b36dc6502d06804c08349f7/6ad059d62dc48705ab3da0cd](https://status.gitlab.com/pages/incident/5b36dc6502d06804c08349f7/6ad059d62dc48705ab3da0cd)
- [Company: GitLab](https://rewindex.com/company/gitlab.md)
- Versions: before (none: first archived) → after incident\_version:188/6ad059d62dc48705ab3da0cd@fe0a59117a52
- Change 1 of 1 for this incident

Incident page (full timeline): [Error loading GitLab.com and customers.gitlab.com](https://rewindex.com/company/gitlab/incidents/6ad059d62dc48705ab3da0cd.md)
## What changed

**1. Added: Title**

```diff
+ Error loading GitLab.com and customers.gitlab.com
```

**2. Added: Impact**

```diff
+ critical
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2026-10-15 04:43 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-10-15 09:02 UTC
```

**6. Added: Affected components**

```diff
+ API, GitLab Customers Portal, Website
```

**7. Added: Update** (investigating) · 2026-10-15 04:43 UTC

```diff
+ We're investigating an issue that's stopping pages on customers.gitlab.com from loading. Purchasing, renewing, and managing subscriptions may be affected. GitLab.com itself is not affected.
```

**8. Added: Update** (investigating) · 2026-10-15 05:10 UTC

```diff
+ We have received reports that some groups on GitLab.com are experiencing HTTP 500 errors because the group is unable to sync with customers.gitlab.com. We are continuing to investigate the issue.
```

**9. Added: Update** (investigating) · 2026-10-15 05:27 UTC

```diff
+ No material updates to report. We are still investigating the root cause.
```

**10. Added: Update** (investigating) · 2026-10-15 05:50 UTC

```diff
+ No material updates to report. We'll share another update when we have more information.
```

**11. Added: Update** (monitoring) · 2026-10-15 08:35 UTC

```diff
+ Mitigations have been applied to customers.gitlab.com, and we are monitoring service availability. Intermittent errors may continue to affect Customers Portal pages and GitLab.com groups that rely on the portal for subscription-related operations. We are continuing to investigate the underlying cause and will provide another update when more information is available. More details: https://gitlab.com/gitlab-com/gl-infra/production/-/work_items/23240
```

**12. Added: Update** (resolved) · 2026-10-15 09:02 UTC

```diff
+ The issue affecting customers.gitlab.com has been resolved. Customers Portal pages and subscription-related operations have returned to normal. More details: https://gitlab.com/gitlab-com/gl-infra/production/-/work_items/23240
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2026-10-15 04:43 UTC | Critical incident: Error loading GitLab.com and customers.gitlab.com (this change) | critical |

All GitLab changes: [timeline](https://rewindex.com/company/gitlab/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/ibc1595587cc704 · Markdown: https://rewindex.com/change/ibc1595587cc704.md · JSON: https://rewindex.com/api/v1/changes/ibc1595587cc704 · Generated 2026-10-18T10:23:40.007Z