Atlassian Cloud Services impacted

Incident Report for Atlassian Bitbucket

Postmortem

On October 20, 2025, Atlassian cloud services were impacted by an outage from a third-party provider, Amazon Web Services (AWS). While we have since resolved the immediate impact on our services, our teams are continuing to work on a full Post-Incident Review (PIR).

AWS has published their summary of the event, which you can find here: AWS Incident Summary.

We are continuing our own thorough internal investigation to understand the full impact on Atlassian services and to identify corrective actions to help prevent similar occurrences in the future.

We are committed to transparency and will publish our public PIR on our Statuspage once this investigation is complete. We expect to publish this within the next 30 days.

We sincerely apologize for the disruption this incident caused you and your teams. We appreciate your patience as we complete our review.

Posted Oct 24, 2025 - 17:50 UTC

Resolved

Our team is now able to see full recovery across the vast majority of Atlassian products.

We are aware of some ongoing issues with specific components such as migrations and JSM virtual service agents, and our team is continuing to investigate with urgency.

We apologise for the inconvenience that this incident has caused and we will provide further information when the Post Incident Investigation has been completed.

Posted Oct 21, 2025 - 05:24 UTC

Update

The issue relating to the Atlassian Support portal displaying a message to customers to use our temporary support channel has now been resolved. The Atlassian Support portal is fully functional for any ongoing support issues.

With regards to other Atlassian products, we continue to see recovery continuing across all impacted products and our teams are continuing to monitor as the recovery continues.

We will provide further update on our recovery status within two hours.

Posted Oct 21, 2025 - 03:24 UTC

Update

We continue to see recovery progressing across all impacted products as backlogged items continue to be processed.

The Atlassian Support portal is currently displaying a message directing customers to our temporary support channel. Please note that our support portal is currently fully functional for those attempting to raise requests. We are continuing to look into this alert to remove this message.

We will provide further update on our recovery status in two hours.

Posted Oct 21, 2025 - 01:07 UTC

Update

Our team is now seeing recovery across all impacted Atlassian products. We are continuing to monitor for individual products that may still be processing backlogged items now that services are restored.

The Atlassian Support portal is currently still displaying a message directing customers to our temporary support channel. Please note that our support portal is currently fully functional for those attempting to raise requests. We are continuing to look into this alert to remove this message.

We will provide further update on our recovery status in one hour.

Posted Oct 21, 2025 - 00:03 UTC

Update

Our teams are continuing to monitor the recovery of systems across Atlassian products. This update is to inform that the Atlassian Support portal is fully operational at this time for customers that wish to contact support.

Posted Oct 20, 2025 - 22:58 UTC

Update

Monitoring - We've started seeing continued product experience improvement.

While we still have a backlog of event processing, we are seeing improvements in systems operational capabilities across all products. We estimate a significant improvement with the next few hours and will continue to monitor the health of AWS services and the effects on Atlassian customers. We appreciate your continued patience and remain committed to full resolution as we work through this situation. We will post our next update in two hours.

Posted Oct 20, 2025 - 21:26 UTC

Monitoring

There have been no changes since our last update. We will provide our next updated by 9:00PM UTC or sooner as new information becomes available.

We are currently aware of an ongoing incident impacting Atlassian Cloud services due to an outage with our public cloud provider, AWS. We understand the impact this issue is having on your operations and want to assure you that resolving this matter is our highest priority and we are closely monitoring the health of AWS services. While we do not have a definitive ETA at this time, we remain committed to full resolution and deeply appreciate your patience as we work through this situation.

Posted Oct 20, 2025 - 18:38 UTC

Update

We are currently aware of an ongoing incident impacting Atlassian Cloud services due to an outage with our public cloud provider, AWS. We understand the impact this issue is having on your operations and want to assure you that resolving this matter is our highest priority and we are closely monitoring the health of AWS services. While we do not have a definitive ETA at this time, we remain committed to full resolution and deeply appreciate your patience as we work through this situation. We will continue to provide updates every hour or sooner as new information becomes available.

Posted Oct 20, 2025 - 17:43 UTC

Update

Update - We understand the impact this issue is having on your operations and want to assure you that resolving this matter is our highest priority. Our public cloud provider is actively working to mitigate this issue with urgency. While we do not have a definitive ETA at this time, we remain committed to full resolution and deeply appreciate your patience as we work through this situation. We will continue to provide updates every hour or sooner as new information becomes available.

Posted Oct 20, 2025 - 17:27 UTC

Update

Update - Thank you for your continued patience. We understand the impact this issue is having on your operations and want to assure you that resolving this matter is our highest priority. Our public cloud provider is still actively working to mitigate this issue with urgency and while we do not have a definitive ETA at this time, we remain committed to full resolution and deeply appreciate your patience as we work through this situation. We will be providing hourly updates on this issue.

Posted Oct 20, 2025 - 16:36 UTC

Update

Posted Oct 20, 2025 - 16:35 UTC

Update

Posted Oct 20, 2025 - 15:21 UTC

Update

Posted Oct 20, 2025 - 15:20 UTC

Update

We understand your pain and mitigating or fixing this issue is of utmost importance. Our public cloud provider is actively working to mitigate this issue on priority. We have been seeing partial operational success. We appreciate your patience and will continue to provide updates every hour or sooner.

Posted Oct 20, 2025 - 14:02 UTC

Update

Our public cloud provider is working to mitigate this issue quickly. We are seeing some early positive indicators and are continuing to monitor. We appreciate your patience and will continue to provide updates every hour or sooner.

Posted Oct 20, 2025 - 13:58 UTC

Update

Posted Oct 20, 2025 - 13:56 UTC

Update

Posted Oct 20, 2025 - 13:07 UTC

Update

Atlassian team is actively engaged and continues to work with our public cloud provider to mitigate this issue at the earliest. We are starting to see partial operations succeed. We appreciate your patience. We shall continue to share updates every hour, if not sooner.

Posted Oct 20, 2025 - 12:06 UTC

Update

We continue to work with our public cloud provider towards mitigating the issue at the earliest. We appreciate your patience. We shall continue to share updates every hour, if not sooner.

Posted Oct 20, 2025 - 11:07 UTC

Identified

We understand that our public cloud provider has identified the cause of the issue. We are starting to see some recovery and is working towards mitigation. We appreciate your patience.
We shall continue to share updates every hour, if not sooner.

Posted Oct 20, 2025 - 09:58 UTC

Update

We are experiencing an outage due to some issue at the end of our public cloud provider. We are working closely with them to get this resolved or mitigated as quickly as possible. ETA of the same is not know at the moment.
We shall continue to share updates every hour, if not sooner.

Posted Oct 20, 2025 - 09:25 UTC

Update

Posted Oct 20, 2025 - 09:23 UTC

Update

Atlassian Cloud services are impacted and we are aware that our customers might not be able to create support tickets. Our teams are actively investigating the same.
We shall keep you informed of the progress every hour.

Posted Oct 20, 2025 - 08:24 UTC

Investigating

We have noticed that Atlassian Cloud services are impacted and our teams are actively investigating the same.
We shall keep you informed of the progress every hour.

Posted Oct 20, 2025 - 07:56 UTC

This incident affected: Website, API, Git via SSH, Authentication and user management, Git via HTTPS, Webhooks, Source downloads, Pipelines, Git LFS, Email delivery, Purchasing & Licensing, and Signup.