13:36 UTC | 06:36 PT
Trial creation has been restored and our Engineering team keeps on monitoring this. Thank you once again for your patience.
12:34 UTC | 05:34 PT
Our Engineering team continue to work on the resolution of the issues affecting trial creation in Europe. Thank you for your patience.
12:04 UTC | 05:04 PT
Our Engineering team is still looking into the intermittent issue impacting new trial account creation based in Europe. More info soon.
11:34 UTC | 04:34 PT
We are investigating an issue affecting the creation of new trial accounts. More details to follow.
Our security systems misclassified some legitimate trial account creations as abusive and blocked them. This happened for approximately 5% of trial account creations during a 10.5-hour time frame.
The root cause for this issue was a configuration change to rate limit suspected abusive trial creation. To resolve this incident, a pause to rate limiting on domain availability lookup for trial account creation was made. This pause will remain in effect until we can find a configuration that does not block legitimate account creation.
FOR MORE INFORMATION
For current system status information about your Zendesk, check out our system status page. During an incident, you can also receive status updates by following @ZendeskOps on Twitter. The summary of our post-mortem investigation is usually posted here a few days after the incident has ended. If you have additional questions about this incident, please log a ticket with us.