On September 20, 2023, a service disruption began at 14:48 Coordinated Universal Time (UTC), affecting a subset of Salesforce customers. This incident led to some customers being unable to log in and access their services across multiple offerings.

The disruption was triggered by a policy change. This change was part of Salesforce’s standard security controls review and update cycle.

The policy change inadvertently blocked access to resources. This blockage extended beyond the intended scope of the security update, causing the widespread access issues.