Increased error rates on Jira and Jira Service Management Ecosystem Apps

Impact

Ecosystem, Jira, and Jira Service Management customers might experience API call failures when using OAuth 2.0 apps, receiving 'The app is not installed on this instance' errors. The incident is attributed to OAuth scope mismatches between different internal services. Approximately 17,168 clients could be potentially affected, involving several cloud instances. The incident has resulted in 2LO permissions being incorrectly enabled, causing potential access issues. Some customers may notice unauthorized system users in their directories, which currently pose no identified security risk.

Current Status

The short term fix involving Workspace ARI's will be rolled out cautiously over today and should resolve some highly impacted installations.

Full restoration via backfill scripts is being developed, though this will at least take the remainder of the week to cautiously roll out to production.

Next Steps

The backfill process for a permanent data correction is set to begin, with rigorous monitoring planned to observe system behavior.

New communication updates are scheduled to occur within the next 12 hours, or sooner if significant developments arise.

If you believe that you are impacted by this incident, and need assistance, then we recommend raising a support ticket.

Our teams identified two fix paths: a quick fix and a longer, time-consuming fix. We will test the quick fix over the weekend and, if no issues arise, implement it on Monday.

We will provide the next update on Monday, Feb 16, 2026.