RESOLVED - Widespread Problems across MFP (Unable to login, sync, sign up, and more)

Tuesday, January 31, 11:14am PT

Hello,

Our apologies for the trouble.  Starting around 10:45am PT, we began experiencing an issue that is affecting logging in, syncing data between the app and the website (as well as to/from partner apps) from those already logged in, and signing up.  If you are still logged in, you may see various other areas of MFP that are impacted and not functioning as normal (like seeing an "updating" message within the mobile apps).

Our team investigated and triaged the issue, and around 2:20pm we were starting to see more stable signs of recover and functionality more consistently returning for members. Our team monitored for stability to identify if things were moving towards resolved or if there were still residual issues that require continued investigation. 

Our systems continued to stabilize and our backlogs of items, such as sync requests, has worked through in completion. Once the backlogs returned to normal levels and began processing normal quantities of requests, we saw all MyFitnessPal functionality return.  Our support team also continued to monitor social channels, and members are confirming that things have returned to normal for them. As of 3:30pm PT, we are considering these issues are resolved. 

That said, please review the following items:

• We realize that issues like this where a member gets logged out my result members still need assistance regarding logging in, or logging into the correct account (sometimes people may inadvertently login to an account they had forgotten they had created).  If you need assistance accessing your account, please see this FAQ: I have forgotten my password or my username. How can I retrieve them?
• It is possible that any data logged or changes made in your account (meals created, foods edited, weight logged, profile updated, etc) during this incident (roughly 10:45am - 3:30pm PT) may not have synced or been saved.  If any data in this window of time is not visible in your account, you will need to re-log or re-update that info now that sync has resumed. 
• If you do have any ongoing or other issues, please reach out to our support team directly here by clicking he blue chat bubble icon in the lower right hand corner, so that we can triage with you directly and collect additional details to aid in further investigation. 

Best,

MyFitnessPal Staff