Major incident

KnowBe4: PhishER Access Issue for UK/CA Instances

Affected: Console

Current status of KnowBe4: Operational — live KnowBe4 status

Timeline

1. Apr 20, 2026, 15:18 UTC
   monitoring
   We've identified the issue that was resulting in a Restricted error when attempting to access the PhishER console for UK and CA customers and have implemented a fix. Impacted users may need to refresh the page to access the PhishER console.
2. Apr 20, 2026, 15:53 UTC
   identified
   We've identified an issue that is resulting in a Restricted error when attempting to access the PhishER console for UK and CA customers, and we are working on implementing a resolution.
3. Apr 20, 2026, 18:50 UTC
   resolved
   We've identified an issue that resulted in a Restricted error when attempting to access the PhishER console for UK and CA customers. Our team has implemented a fix and this has now been resolved.
4. Jun 30, 2026, 19:32 UTC
   postmortem
   On Monday, April 20, 2026, from approximately 14:00 until 20:00 \(UTC\), some customers experienced "Restricted" errors when attempting to access the PhishER console in our UK and Canada instances. This incident was caused by a configuration mismatch during a service deployment. A change in our infrastructure code inadvertently removed a required regional provider alias and upgraded a core distribution module to an unverified version. These combined factors caused regional resources to be resolved incorrectly, which prevented some users from accessing the console. Once we restored the configuration to the correct provider alias and module version, the PhishER console returned to normal performance by 20:00 \(UTC\). To prevent this type of issue in the future, we have implemented stricter rules for software versioning and improved our testing process. We’ve also updated our internal documentation and monitoring alerts to identify and respond to similar configuration errors more quickly. No data loss occurred as a result of this issue.

Updates as published by KnowBe4 (original).