Issue with UI displaying a "Trial has expired" banner
This summary is created by Generative AI and may differ from the actual content.
Overview
On November 30, 2022, between 16:53 and 17:43 UTC, PagerDuty experienced an incident where all customers were shown a misleading banner message indicating their trial had expired, even if their accounts were active. This affected customers in both the US and EU regions. The incident was resolved on the same day with an emergency rollback and a permanent fix was deployed.
Impact
The incident caused confusion among customers as they were led to believe their accounts were deactivated, although no functionality was lost. It affected all customers in the US and EU regions.
Trigger
The incident was triggered by a design change in the Nurture Bar component, which inadvertently removed display logic, causing the expired trial message to be shown to all customers.
Detection
The issue was detected when customers reported the incorrect banner message, prompting an investigation and subsequent updates.
Resolution
Engineers performed an emergency rollback of the Nurture Bar component to remove the incorrect messaging. A permanent fix was deployed on the same day to prevent future occurrences.
Root Cause
The root cause was a design change in the Nurture Bar component that removed necessary display logic, leading to the incorrect banner being shown to all customers.