Incident notification

Summary

Incident notification

This incident is resolved. Document processing (private and public documents) is operating normally as of 20:28 PDT. What happened: Between 17:00 and 20:28 PDT, document processing (private and public documents) was unavailable for many customers. After receiving reports, we took action, investigated, and restored normal operation. If you were affected, please reach out to our support team with your document link if you have documents that were completed between 17:00–20:28 PDT and are missing a signed PDF — our team will generate it for you internally. Please contact our Support team if you continue to experience issues: https://support.pandadoc.com/en/articles/9715061-how-to-contact-pandadoc-support

• Started

  Sep 6, 2026 · 7:47 PM

• Resolved

  Sep 7, 2026 · 9:12 AM

• Duration

  13h 25m

• Severity

  None

• ◐

  Investigating

  Sep 6 · 7:47 PM PandaDoc

  We are receiving reports that document management features may be unavailable for some customers. You may be unable to open, download, or archive documents. We are actively investigating the issue and will share updates as soon as more information becomes available. Next update in ~30 minutes.

• ◐

  Investigating

  Sep 6 · 7:52 PM PandaDoc

  We are continuing to investigate this issue.

• ◆

  Identified

  Sep 6 · 8:35 PM PandaDoc

  We have confirmed that document management features are unavailable or degraded for affected customers. You may be unable to create, open, or download documents/templates via the app or PandaDoc API. Our team is actively working on a resolution. Next update in ~30 minutes.

• ◉

  Monitoring

  Sep 6 · 9:16 PM PandaDoc

  We have deployed a fix for document management features and are monitoring the system to confirm full recovery. As we finish reprocessing failed events and the service stabilizes, some customers may still briefly experience issues creating, opening, or downloading documents or templates.

• ✓

  Resolved

  Sep 7 · 9:12 AM PandaDoc

  This incident is resolved. Document processing (private and public documents) is operating normally as of 20:28 PDT. What happened: Between 17:00 and 20:28 PDT, document processing (private and public documents) was unavailable for many customers. After receiving reports, we took action, investigated, and restored normal operation. If you were affected, please reach out to our support team with your document link if you have documents that were completed between 17:00–20:28 PDT and are missing a signed PDF — our team will generate it for you internally. Please contact our Support team if you continue to experience issues: https://support.pandadoc.com/en/articles/9715061-how-to-contact-pandadoc-support