# GitLab: Critical incident: Increase in account verification failures

**Summary:** _summary pending_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2025-08-25 00:37 UTC · Detected: 2026-10-18 05:08 UTC
- [Source: https://status.gitlab.com/pages/incident/5b36dc6502d06804c08349f7/68abb04ac58818058c8be1db](https://status.gitlab.com/pages/incident/5b36dc6502d06804c08349f7/68abb04ac58818058c8be1db)
- [Company: GitLab](https://rewindex.com/company/gitlab.md)
- Versions: before (none: first archived) → after incident\_version:188/68abb04ac58818058c8be1db@73f936f1268d
- Change 1 of 1 for this incident

Incident page (full timeline): [Increase in account verification failures](https://rewindex.com/company/gitlab/incidents/68abb04ac58818058c8be1db.md)
## What changed

**1. Added: Title**

```diff
+ Increase in account verification failures
```

**2. Added: Impact**

```diff
+ critical
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2025-08-25 00:37 UTC
```

**5. Added: Resolved time**

```diff
+ 2025-08-25 03:14 UTC
```

**6. Added: Affected components**

```diff
+ Website
```

**7. Added: Update** (investigating) · 2025-08-25 00:37 UTC

```diff
+ We're investigating an issue causing account verification failures on GitLab.com. Users may be unable to complete verification at this time. More details: https://gitlab.com/gitlab-com/gl-infra/production/-/issues/20420
```

**8. Added: Update** (investigating) · 2025-08-25 01:03 UTC

```diff
+ We’ve opened a support case with the upstream service provider and continue to investigate. More details: https://gitlab.com/gitlab-com/gl-infra/production/-/issues/20420
```

**9. Added: Update** (investigating) · 2025-08-25 01:24 UTC

```diff
+ Investigation continues with our service provider on the account verification issue. More details: https://gitlab.com/gitlab-com/gl-infra/production/-/issues/20420
```

**10. Added: Update** (monitoring) · 2025-08-25 01:53 UTC

```diff
+ Account verifications are now succeeding. We're monitoring closely to ensure continued success. More details: gitlab.com/gitlab-com/gl-infra/production/-/issues/20420
```

**11. Added: Update** (resolved) · 2025-08-25 03:14 UTC

```diff
+ The account verification issue on GitLab.com has been resolved. Users should now be able to complete account verification normally. More details: https://gitlab.com/gitlab-com/gl-infra/production/-/issues/20420
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2025-08-25 00:37 UTC | Critical incident: Increase in account verification failures (this change) | outage |

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._


---
Canonical: https://rewindex.com/change/ifad8dedd832424 · Markdown: https://rewindex.com/change/ifad8dedd832424.md · JSON: https://rewindex.com/api/v1/changes/ifad8dedd832424 · Generated 2026-10-18T12:19:09.274Z