# Elastic Cloud: Elastic Support Portal unavailable

- Impact (vendor’s label): major
- Status: resolved
- Started: 2026-09-16 13:17 UTC · Resolved: 2026-09-16 15:38 UTC · Duration: 2.4 h
- Updates: 3
- [Vendor status page: https://stspg.io/520rnfx53f0w](https://stspg.io/520rnfx53f0w)
- [Company: Elastic Cloud](https://rewindex.com/company/elastic-cloud.md)

## 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)_
## Timeline of updates

- **investigating** 2026-09-16 13:17 UTC: 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.
- **monitoring** 2026-09-16 14:49 UTC: 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.
- **resolved** 2026-09-16 15:38 UTC: The Elastic Support Portal remains available and steady - at this time, we are considering this incident resolved.

## Rewindex changes for this incident

- 2026-09-16 13:17 UTC: [Major incident: Elastic Support Portal unavailable](https://rewindex.com/change/if04ba9b8162119.md)


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Canonical: https://rewindex.com/company/elastic-cloud/incidents/0vbdrmpcyn1d · Markdown: https://rewindex.com/company/elastic-cloud/incidents/0vbdrmpcyn1d.md · JSON: https://rewindex.com/api/v1/companies/elastic-cloud/incidents/0vbdrmpcyn1d · Generated 2026-10-18T10:25:10.788Z