Major incident

Piano Software: Europe - Composer - Experiences targeting custom fields are failing

Affected: Composer Experience Execution - Europe

Current status of Piano Software: Under maintenance — live Piano Software status

Timeline

1. May 13, 2026, 13:48 UTC
   investigating
   We are currently investigating issues affecting the execution of experiences in our European region for segmentation that relies on custom field rules. Impacted users may notice that experiences are not triggering as expected, not reaching the desired outcome. Our engineering team is actively investigating the issue.
2. May 13, 2026, 14:02 UTC
   monitoring
   The issue has been identified and fixed; we're currently monitoring the experience executions.
3. May 13, 2026, 18:00 UTC
   resolved
   This incident has been resolved.
4. May 15, 2026, 09:39 UTC
   postmortem
   An infrastructure update to the EU environment introduced an incompatibility that prevented Composer from retrieving Custom Fields. The issue was limited to the EU region and did not affect other environments. The update introduced a behavioural change in the network routing layer where a configuration setting that had previously been relied upon was no longer honoured under the new setup. This incompatibility was not detected during pre-production testing, as the test environments did not fully replicate the conditions needed to surface the issue. The root cause was identified and the configuration gap was addressed promptly. Piano is taking steps to improve parity between pre-production and production environments and to strengthen the validation process ahead of future infrastructure changes to prevent similar issues.

Updates as published by Piano Software (original).