# Elastic Cloud: Major incident: Elastic Support Portal unavailable

**Summary:** Some customers could not access the Elastic Support Portal during a major-impact incident starting 2026-09-16 13:17 UTC, resolved at 2026-09-16 15:38 UTC after 2 h 21 min. Elastic investigated with its provider and directed customers to support@elastic.co; access recovered and remained stable. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2026-09-16 13:17 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/520rnfx53f0w](https://stspg.io/520rnfx53f0w)
- [Company: Elastic Cloud](https://rewindex.com/company/elastic-cloud.md)
- Versions: before (none: first archived) → after incident\_version:276/0vbdrmpcyn1d@87607ecc32e7
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Elastic Support Portal unavailable
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2026-09-16 13:17 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-09-16 15:38 UTC
```

**6. Added: Update** (investigating) · 2026-09-16 13:17 UTC

```diff
+ We are currently aware that some customers may be unable to access the Elastic Support Portal at this time. We are working with our provider to investigate. If you need to contact support in the meantime, please contact support@elastic.co.
```

**7. Added: Update** (monitoring) · 2026-09-16 14:49 UTC

```diff
+ We are seeing signs of recovery on the Elastic Support Portal, and customers should now be able to access as normal. We will continue monitoring for 30 minutes before marking this incident as resolved.
```

**8. Added: Update** (resolved) · 2026-09-16 15:38 UTC

```diff
+ The Elastic Support Portal remains available and steady - at this time, we are considering this incident resolved.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2026-09-16 13:17 UTC | Major incident: Elastic Support Portal unavailable (this change) | outage |

All Elastic Cloud changes: [timeline](https://rewindex.com/company/elastic-cloud/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._


---
Canonical: https://rewindex.com/change/if04ba9b8162119 · Markdown: https://rewindex.com/change/if04ba9b8162119.md · JSON: https://rewindex.com/api/v1/changes/if04ba9b8162119 · Generated 2026-10-18T02:31:51.141Z