Critical incident

Mews: Issues with login and slow performance

Affected: Mews Operations, Mews Guest Experience, Mews Open API

Current status of Mews: Operational — live Mews status

Timeline

1. Oct 29, 2026, 15:39 UTC
   investigating
   We have noticed degraded performance of the system, user may experience long loading times and timeouts. We are investigating. Thank you for your patience.
2. Oct 29, 2026, 15:46 UTC
   investigating
   Some users were getting logged out and encountered login failures between 15:25-15:40 UTC. We are seeing signs of recovery and continue investigating.
3. Oct 29, 2026, 16:02 UTC
   monitoring
   Between 15:25 and 15:40 UTC, some users of the mews monolith were logged out or couldn’t log in, and the system was slower than usual. Performance has since returned to normal and users can log in again. We traced the issue to one of our database replicas and are working with our cloud provider to investigate the root cause. We are monitoring the situation closely.
4. Oct 29, 2026, 17:02 UTC
   monitoring
   The system has been stable and performing normally since recovery. We are still working with our cloud provider to find the root cause of the database replica issue, and we will take steps to prevent it from happening again. We apologize for the disruption and thank you for your patience.
5. Oct 29, 2026, 17:16 UTC
   resolved
   This incident has been resolved. If you still have trouble logging in or notice slow performance, please contact our support team.
6. Nov 5, 2026, 19:02 UTC
   postmortem
   # Slow performance and sign-in problems in Mews ## Problem On Thursday 29 October 2026, from 16:25 CET, about 90% of Mews PMS users had slow pages and sign-in problems. Some users were signed out unexpectedly or got stuck in a sign-in loop. Others signed in but saw no data. Pages took up to 10 seconds to load, and the API responded in about 8 seconds. Mews POS and background processing kept working. Service returned to normal at 16:54 CET. We're sorry: for 18 minutes, front desks couldn't rely on Mews to do their work. ## Action Our alerts flagged the slowdown, and customers reported it at the same time. We opened an incident at 16:33 CET and raised it to our highest severity at 16:42 CET. We posted updates on this status page at 16:39, 16:46 and 17:02 CET. By 16:54 CET users could sign in and load their properties normally, and service has stayed stable since. ## Causes One of our database servers, which handles part of the sign-in process and the loading of user data, stopped responding to requests from 16:26 CET. Our main database stayed healthy. The server recovered on its own at 16:54 CET without any change on our side. We have not yet found what caused it to stop responding. ## Solutions We opened a case with our cloud provider, to find the cause. We're also adding the database monitoring we were missing, so we can investigate faster if this happens again.

Updates as published by Mews (original).