Elevated API Errors

Incident Report for Mews

Postmortem

Problem
Service outage affecting reservations and availability observed on 25 September 2025, between 08:31 and 09:00 UTC.

Multiple Mews services were unavailable, preventing reservations and availability searches.
Customers saw errors when making reservations, searching availability, and using parts of Mews.

Action
The Mews team detected the issue within minutes. A missing permission blocked services from retrieving security updates. The team restored the permission at 08:57 and services recovered by 09:00. We monitored the system until 13:10UTC.

Causes

A critical system permission was removed. Services could not retrieve updated security credentials.

Solution

The Mews team restored the missing permission and verified services. The system is fully operational. The team added checks to confirm services can receive and use security updates. They also added safeguards and alerts for critical permissions.

The team is now conducting a full investigation and will publish findings.

Posted Oct 13, 2025 - 11:03 CEST

Resolved

We are pleased to report that the service issue identified earlier today has been fully resolved. Our engineering team has been closely monitoring system performance for the past two hours, and all metrics have returned to normal levels.

All services are operating normally. We have seen no recurrence of the issue during our extended monitoring period.

We apologize for any inconvenience this may have caused and appreciate your patience as we worked to resolve this matter.

Thank you for your understanding.

Posted Sep 25, 2025 - 15:10 CEST

Monitoring

We experienced an elevated error rate across the API and web application, resulting in widespread operation failures. The root cause was an expired certificate in an internal service.
The issue has been resolved and all services are now fully restored. We apologize for any inconvenience this may have caused.

Posted Sep 25, 2025 - 10:53 CEST

Identified

We're currently investigating an elevated level of API errors. Customers may experience issues when performing actions in the web app, making API calls, or completing reservations and other operations, which may be delayed. We've identified the root cause and are actively working on mitigation.

Posted Sep 25, 2025 - 10:41 CEST

This incident affected: Mews Operations and Mews Open API.