Major incident

Anaplan: Platform Alerts

Affected: us7: Cloud - US

Current status of Anaplan: Operational — live Anaplan status

Timeline

1. May 7, 2026, 20:54 UTC
   investigating
   We are currently investigating an issue resulting in some customers not being able to load models. We are working to resolve this issue as quickly as possible and will provide updates every 30 minutes or upon resolution.
2. May 7, 2026, 21:17 UTC
   monitoring
   Service has now been restored; you should now be able to resume normal activities. We will continue to monitor the platform to ensure no additional issues arise. If you have any questions, concerns, or continue to experience issues, please do not hesitate to contact Anaplan Support. We will provide a final update to you when we consider this situation fully resolved.
3. May 7, 2026, 21:48 UTC
   identified
   We have identified the likely cause of the issue, and we are focused right now on restoring service as quickly as possible. Currently, we do not yet have a time to resolution. We will provide further updates in 60 minutes or upon resolution.
4. May 7, 2026, 21:55 UTC
   monitoring
   Service has now been restored; you should now be able to resume normal activities. We will continue to monitor the platform to ensure no additional issues arise. If you have any questions, concerns, or continue to experience issues, please do not hesitate to contact Anaplan Support. We will provide a final update to you when we consider this situation fully resolved.
5. May 7, 2026, 22:24 UTC
   resolved
   We have confirmed that the issue is now resolved. We deeply apologize for any impact this issue may have caused. We appreciate your patience and partnership as we worked through this issue. We will follow up within 7 business days with a detailed root cause analysis (RCA) that will be shared on our Status Page. If you have any question or concerns, please do not hesitate to contact us at Anaplan Support.
6. May 18, 2026, 16:28 UTC
   postmortem
   On May 7, 2026, between 20:41 and 22:26 UTC, customers in the us7: Cloud - US region experienced degraded performance. Affected customers intermittently received internal server errors when using Anaplan XL and other add-ins, which caused some refresh actions to fail. **Root cause** The issue occurred in the us7: Cloud - US region when the service that handles add-in requests became saturated and could not process inbound requests quickly enough. As demand exceeded available processing capacity, requests queued and then failed, resulting in internal server error responses for add-in users. **Recovery** Our engineering team identified the issue and took immediate action by completing a rolling restart of the impacted service, which cleared the backlog and restored normal request processing. By 22:26 UTC, the issue was fully resolved. **Corrective and preventative actions** * We are implementing improved alerting to detect increased internal server error rates earlier. * We are implementing additional monitoring for request queue behavior and saturation signals to prevent a backlog from building. * We are implementing a review and tuning of request-processing capacity to better handle spikes. * We are implementing logging improvements to speed up diagnosis and reduce recovery time for similar events. We apologize for the impact this issue has had on your operations. We are committed to the improvements outlined above to prevent similar disruptions. If you have questions or concerns, please contact our [Support](https://support.anaplan.com/) team.

Updates as published by Anaplan (original).