Executive Summary

On 6 October 2026 from approximately 16:50 UTC+1, GBG experienced service disruption across multiple products due to an outage affecting a third-party Authentication Service Provider. The issue impacted authentication-related services used by several GBG platforms, resulting in login and token generation failures for some customers. Services were restored following recovery of the third-party provider, after which GBG completed validation and monitoring activities to confirm stability. 

Root Cause (Interim)

The incident was caused by an outage within a third-party Authentication Service Provider used by GBG products. The outage impacted authentication services globally and resulted in failures when applications attempted to authenticate users or obtain new authentication tokens. GBG engineering teams confirmed the authentication dependency as the source of the issue and engaged directly with the supplier throughout the incident.

At this stage, GBG is awaiting the supplier's formal Root Cause Analysis and corrective action plan. 

Customer Impact

During the incident, customers may have experienced:

• Failed login attempts.
• Authentication and authorisation errors.
• Inability to obtain new authentication tokens.
• Intermittent service degradation for functionality dependent upon authentication services.

Existing authenticated sessions and previously issued tokens continued to operate in many scenarios, which reduced the impact for some customers.

Please accept our apologies on this matter whilst we work with the supplier and internally to progress preventative actions.