Changes / Confluence / Outbound Email, Mobile Push Notifications, and Support Ticket Delivery Impacting All Cloud Products
Confluence: Critical incident: Outbound Email, Mobile Push Notifications, and Support Ticket Delivery Impacting All Cloud Products
Summary
A critical incident affected email delivery, mobile notifications and support ticket creation across Atlassian Cloud products from 2025-12-27 02:48 UTC to 2025-12-27 05:20 UTC (2 h 32 min). Core Jira and Confluence functionality remained available. Atlassian attributed the issue to expired monitoring TLS certificates disrupting its metrics pipeline and confirmed all affected services were restored.
Machine-written from the diff below (Sol; type: incident outage). Check the diff before relying on it.
What changed
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After: Outbound Email, Mobile Push Notifications, and Support Ticket Delivery Impacting All Cloud Products
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After: critical
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After: postmortem
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After: 2025-12-27 02:48 UTC
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After: 2025-12-27 05:20 UTC
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After: Notifications
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After: We have identified an issue with outbound email delivery and mobile push notifications that is impacting Atlassian Cloud customers across all products.
Importantly, customer support tickets are unable to be generated during this time. We apologise for any inconvenience this may cause.
We are currently investigating and will provide more information as it becomes available.
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After: We are actively investigating this issue and will share additional updates as soon as more information becomes available.
We sincerely apologize for the inconvenience this has caused.
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After: We have taken steps to mitigate the issue and are seeing recovery in the affected services. Our teams will continue to closely monitor the situation and are actively working to confirm that all services are fully restored. We will provide further updates as we make additional progress.
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After: We have successfully mitigated the incident and all affected services are now fully operational. Our teams have verified that normal functionality has been restored across all areas.
Thank you for your patience and understanding while we worked to resolve this issue.
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After: ### Summary
On **December 27, 2025**, between **02:48 UTC and 05:20 UTC**, some Atlassian cloud customers experienced failures in sending and receiving emails and mobile notifications. Core Jira and Confluence functionality remained available.
The issue was triggered when **TLS certificates used by Atlassian’s monitoring infrastructure expired**, causing parts of our metrics pipeline to stop accepting traffic. Services responsible for email and mobile notifications had a critical path dependency on monitoring path leading to service disruptions.
All impacted services were fully restored by **05:20 UTC**, around **2.5 hours** after customer impact began.
### IMPACT
During the impact window, customers experienced:
* **Outbound product email failures** \(notifications and other product emails did not send\).
* **Identity and account flow failures** where emails were required \(e.g. sign‑ups, password resets, one‑time‑password / step‑up challenges\).
* **Jira and Confluence mobile push notifications**
* **Customer site activations and some admin policy changes** failing and requiring later reprocessing.
### ROOT CAUSE
The incident was caused by:
1. **Expired TLS certificates** on domains used by our monitoring and metrics infrastructure caused by **misconfigured DNS authorization record** which prevented automatic renewal.
2. **Tight coupling of services to metrics publishing**, which caused them to fail when monitoring endpoints became unavailable, instead of degrading gracefully.
### REMEDIAL ACTIONS PLAN & NEXT STEPS
We recognize that outages like this have a direct impact on customers’ ability to receive important notifications, complete account tasks, and operate their sites.
We are prioritizing the following actions to improve our existing testing, monitoring and certificate management processes:
* **Hardening monitoring and certificate infrastructure**
* We are refining DNS and certificate configuration across our monitoring domains and strengthening proactive checks to detect and address failed renewals and certificate issues well before expiry.
* We are also improving alerting on our monitoring and metrics pipeline.
* **Decoupling monitoring from critical customer flows**
We are updating services such as outbound email, identity, mobile push, provisioning, and admin policy changes so they no longer depend on metrics publishing to operate. If monitoring becomes unavailable, these services will continue to run and degrade gracefully by dropping or buffering metrics instead of failing customer operations.
We apologize to customers impacted during this incident. We are implementing the improvements above to help ensure that similar issues are avoided.
Thanks,
Atlassian Customer Support
First version of this incident archived by Rewindex. View the live incident (opens in new tab).
History of this incident
| When (UTC) | Change | Kind |
|---|---|---|
| Critical incident: Outbound Email, Mobile Push Notifications, and Support Ticket Delivery Impacting All Cloud Products (this change) A critical incident affected email delivery, mobile notifications and support ticket creation across Atlassian Cloud products from 2025-12-27 02:48 UTC to 2025-12-27 05:20 UTC (2 h 32 min). Core Jira and Confluence functionality remained available. Atlassian attributed the issue to expired monitoring TLS certificates disrupting its metrics pipeline and confirmed all affected services were restored. | Major incident |
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