| Date | Time (PST/GMT-8) | Event |
|---|---|---|
| Nov 18, 2025 | 11:30 AM | Internal monitoring alerts triggered, indicating a significant spike in 5xx errors and severely degraded global response times. User reports confirm widespread inability to connect to the platform. |
| Nov 18, 2025 | 11:45 AM | External reports confirmed a major network incident impacting Cloudflare services globally. At this stage we were effectively cut off Cloudflare’s dashboard and unable to disable proxying or adjust traffic routing. |
| Nov 18, 2025 | 1:30 PM | Cloudflare announced the start of remediation efforts and a slow return to stability for many regions. We observed initial signs of recovery. |
| Nov 18, 2025 | 2:30 PM | Cloudflare confirmed full service restoration, and our service metrics returned to nominal levels. The incident was declared resolved. |
Passbolt Cloud & Website Outage Report - November 18, 2025
Incident Summary
On Tuesday, November 18, 2025, Passbolt Cloud and the Passbolt website experienced a significant intermittent service interruption that affected users globally. The disruption resulted from a widespread network failure at Cloudflare, our Content Delivery Network (CDN) and Web Application Firewall (WAF) provider. This Cloudflare outage prevented traffic from reaching Passbolt infrastructure.
We sincerely apologise for the inconvenience this caused and appreciate your patience throughout the event.
Incident Details and Timeline
Total Duration of Primary Impact: Approximately 3 hours.
Root Cause Analysis (RCA)
The root cause was a global network failure at Cloudflare, our primary CDN and WAF provider.
Because Cloudflare handles DNS, traffic routing, DDoS protection, and content delivery for our platform, their outage prevented legitimate requests from reaching our servers, even though the application remained fully operational.
Resolution
Passbolt services returned to normal as soon as Cloudflare restored their network.In the meantime no code changes or manual fixes were possible on our end.
Next Steps
We are committed to strengthening our resilience against similar third-party outages. As part of our ongoing improvements, we are prioritizing several initiatives:
Cloudflare Configuration Management Fallback Procedures
We are evaluating the use of Cloudflare’s command-line tools as an additional option during dashboard / cloudflare login component outages, allowing faster and alternative response scenarios during similar events.
Streamlined Status Page Updates
We will be improving integration between our status page and our incident management tooling to provide clearer, more timely updates for customers.
Automated database backups for self-managed disaster-recovery
To support customers in strengthening their own business continuity and disaster-recovery strategies, we offer daily automated full database backups as part of our Enterprise services. These backups can help organizations build their own failover plans and ensure operational resilience during exceptionally large disruptions.
Customers interested in implementing or optimizing their DR strategy are encouraged to contact our sales or support teams, who will be happy to discuss options, best practices, and how to integrate automated cloud backups into their continuity plan.
Offline Mode for Emergency Access (Planned for 2026)
As part of our long-term resilience strategy, we are continuing our work on an offline mode for the Passbolt browser extension, planned for release in 2026. This feature will allow users to securely access a limited set of emergency or disaster-recovery secrets directly from their device, even when cloud services are temporarily unavailable.
Our goal is to ensure that, in the event of a major external disruption (in both cloud or self-hosted environments), teams can still retrieve the information they need to maintain business continuity.
Conclusion
We deeply regret the disruption caused by this incident and the impact it had on your operations. While large-scale outages cannot be fully eliminated from today’s interconnected infrastructure, this event will reshape how we assess and prepare for certain categories of systemic risk.
This incident represents the longest service interruption since the launch of Passbolt Cloud. It has reinforced the need to strengthen our contingency capabilities and accelerate the resilience initiatives outlined above.
If you have any questions or need further assistance, our team is here to help.
