Status

SuiteFiles app status

Current incidents

September 24th, 2026

Update: We have not had a reoccurrence of performance issues since Thursday September 24th and are actively working through an escalation to identify the cause. If you are still facing issues please contact support@suitefiles.com [September 30th, 8:50am NZT]

Update: Some customers are experiencing intermittent slow loading or failed file access due to a service issue with our SharePoint integration provider. We’ve escalated a case and are actively monitoring. Further update to follow. [September 25th, 8:50am NZT]

Identified: We’ve had reports from customers unable to access their site and we are investigating this further. [September 24th, 2:05pm NZT]

Past incidents

September 3rd, 2026

Resolved: We have released an update overnight and the issues with XPM client merge field data and template creation are now resolved. Contact support@suitefiles.com if you face any further issue. [September 9th, 10.00am NZT]

Update: We are working on an update to resolve XPM client data not filling for templates which we expect to release before the end of the week. [September 8th, 9.00am NZT]

Update: We will be investigating an additional fix for customers where client template data is not working correctly and will provide updates when available.  [September 4th, 3.00pm NZT]

Update: We’ve launched an update overnight to resolve the XPM integration issue that took place yesterday afternoon. We have had confirmation this is now resolved, however a small number of customers are still unable to use template merge field data. No updates or changes  are required for the Chrome extension links or merge field data to work. If you are still facing an issue, please contact support@suitefiles.com.  [September 4th, 12.00pm NZT]

 

Identified: We’ve had reports of customers XPM integration features not working. This includes the following information pulled from Xero: Contacts, client data, groups and job information. We have identified the cause and are investigating a resolution. [September 3rd, 2.30pm NZT]

September 1st, 2026

Resolved: We’ve had confirmation customers are no longer experiencing issues with accessing their sites content and this is now resolved. [September 3rd, 9.00am NZT]

Identified: We’ve had reports of customers unable to load their SuiteFiles site. The cause is a Microsoft incident impacting SharePoint Online, OneDrive, and other Microsoft services. (Issue ID: SP1464785 + MO1465074). We are monitoring the issue and will provide further updates when more information is available. [September 1st, 1.10pm NZT]

August 17th, 2026

Update: This issue is marked as resolved. If any issues persist, contact support@suitefiles.com [August 18th, 9.00am NZT]

Update: Configuration changes have been made to alleviate this performance issue. The incident is still open and further updates will be provided. [August 17th, 4.45pm NZT]

Identified: We’ve had reports of customers unable to load their SuiteFiles site. The cause is a Microsoft SharePoint Online incident (Microsoft Issue ID: SP1456114), confirmed by Microsoft as starting at 12:53 PM NZT. Microsoft’s advisory notes that affected users “may be unable to access SharePoint Online sites and may notice delays or navigation errors.” No action is needed on your end. We’re monitoring Microsoft’s updates directly and will update this page as soon as we have more information or confirmation the issue is resolved. [August 17th, 1.30pm NZT]

August 11th, 2026

Resolved: This issue was resolved at 12:10am NZT and SuiteFiles notification links will now redirect without error. [August 11th, 9:30am NZT]

Identified: We have identified and escalated an issue with our email provider that results in Document Signing and Connect email notification links displaying an error page. We will update this post when further information is available. [August 11th, 5.45pm NZT]

July 14th, 2026

Identified: We are receiving reports from customers experiencing degraded performance when accessing their SuiteFiles sites. We are monitoring this closely and will provide further updates as soon as possible. [July 14th, 4.53pm NZST]
 
Resolved: We’ve released updates to improve SuiteFiles’ performance and have been closely monitoring the results. These changes appear to have resolved the issue. If you continue to experience issues, please reach out to support so we can investigate further. [July 16th, 4.28pm NZST]

July 7th, 2026

Identified: We are receiving reports from customers unable to access their SuiteFiles sites, due to a third party issue. We are monitoring this closely and will provide further updates as soon as possible. [July 7th, 15:51pm NZST]

May 28th, 2026

Resolved: This issue is now resolved as of 11:50am. We experienced an internal service issue which resulted in user authentication not working correctly. If you continue to experience any issues, please contact support@suitefiles.com [May 28th, 12:38pm NZST]
Identified: We are receiving reports from customers unable to access their SuiteFiles sites. We are working on next steps and will provide further updates as soon as possible. [May 28th, 11:28am NZST]

April 28th, 2026

Update: SuiteFiles Connect is restored and folders are now accessible to users across different regions. Note that users who have not previously signed up may still be affected, a fix for this is in progress. [May 26th, 4:00pm NZDT]
Update: SuiteFiles Connect maintenance in the EU and US regions is ongoing. Our team is continuing work on a resolution and we appreciate your patience. We will provide further updates [May 8th, 9:30am NZDT]

Update: SuiteFiles Connect is under maintenance in the EU and US regions. We will provide an update as work progresses. [May 1st, 9:30am NZDT]

Identified: SuiteFiles Connect is currently unavailable in the EU and US regions. We are working on an update to restore functionality and will provide further updates. [April 28th, 9:00am NZDT]

May 19th, 2026

Update: This intermittent service issue is alleviating and affected customer sites have had access restored.  [May 19th, 5:10pm NZST]

Identified: We are receiving reports from customers unable to access their SuiteFiles sites. We are working on next steps and will provide further updates as soon as possible. [May 19th, 2:38pm NZST]

May 8th, 2026

Identified: This issue is now resolved and our support is available again. [May 8th, 2:45pm NZDT]

Identified: Our Support is currently unavailable due to our CRM and AWS having an outage. We will update this when resolved. In the meantime, refer to our help centre for detailed articles: SuiteFiles Help Centre [May 8th, 1:35pm NZDT]

April 20th, 2026

Resolved: This issue is resolved and customer sites are accessible again. Contact support@suitefiles.com if you face any further issue. [April 20th, 1:40pm NZDT]
Identified: We have received reports of customers unable to access their SuiteFiles or SharePoint sites, this appears to be due to a regional Microsoft issue and we are monitoring for further updates. [April 20th, 12:20pm NZDT]

April 16th, 2026

Resolved: This certificate issue is now resolved and users from the AU region can access SuiteFiles via the Chrome browser again. If any issue persists contact support@suitefiles.com [April 17th, 11:45am NZDT]

Update: This issue is specific to Chrome browser users routing through Australia. We have raised information on this issue with the required third party. In the meantime users will be required to access SuiteFiles via the Edge browser. We will update this post when resolved. [April 16th, 1:40pm NZDT]

Identified: We are investigating a small number of reports of SuiteFiles not loading in the Chrome browser. This appears to be due to a third party certificate conflict. Users have reported SuiteFiles is working successfully in the Edge browser. We are working on next steps and will provide further updates. [April 16th, 11:30am NZDT]

March 16th, 2026

Update: Performance has remained stable since our recent release, and we have confirmation customers are no longer facing issues. We are now closing this incident. Please contact us on support@suitefiles.com if you are still facing any issue. [March 30th, 11:00am NZDT]

Update: We have released an update to address the recent performance issues and are monitoring this closely. We will provide further updates. [March 25th, 11:30am NZDT]

Update: We have a further update to address the recent performance issues currently in testing, and will be aiming to release this prior to the end of day on 25th March. Please contact us on support@suitefiles.com if we can assist with any queries in the meantime. [March 24th, 11:30am NZDT]

Update: Performance is currently impacted again, and our team is working on identifying the cause. We will continue to keep this post updated. [March 23rd, 1:53pm NZDT]
 
Update: Performance has remained stable since the update on 20th March, and we are continuing to monitor this today before marking this as resolved. If you continue to face any issue please contact us on support@suitefiles.com [March 23rd, 12:00pm NZDT]
 

Update: We completed another update at 12:45pm NZDT today and performance has greatly improved and stabilised. We are continuing to monitor performance. If you have any outstanding issue please contact us on support@suitefiles.com [March 20th, 3:00pm NZDT]

 
Update: We have released an update to address the recent performance issues on March 19th 9pm NZDT, and are monitoring performance. We are working on additional updates to address this issue and will continue to keep this post updated. [March 20th, 9:40am NZDT]
 
Update: We are currently (1:15pm NZDT/11:15am AEDT, Thursday 19th March) experiencing an increase in performance issues. We sincerely apologize for the continued inconvenience and will provide further updates as soon as possible. [March 19th, 1:15pm NZDT]
 
Update: Performance issues have reoccurred and we are further investigating the cause of this issue and working on implementing changes. We apologize for the inconvenience caused and will provide further updates. [March 17th, 4:50pm NZDT]

Update: We are continuing to monitor performance as this issue now appears to be resolved. If you have a completed document signing request that has not finished processing, this will be made available to you shortly as our queue processes.

If you face any further issue please contact us on support@suitefiles.com [March 16th, 7:00pm NZDT]

Update: Performance has improved however users will still experience delays. We will provide further updates. [March 16th, 6:30pm NZDT]

Update: We are seeing performance return to expected levels. Some actions may be delayed. We will provide further updates as we continue to monitor. [March 16th, 5:46pm NZDT]


Identified: We are currently investigating reports of performance issues, which appears to be due to one of our services. [March 16th 5:15pm NZDT]

March 12th, 2026

Resolved: The fix for this issue has been released. Any documents that have been sent via New Signing can now be signed. [March 16th, 10:48am NZDT]
 
Update: A fix for this issue has been completed and is currently undergoing final QA checks. Once these checks are complete, the update will be released and we will provide another update here to confirm when it is available.
 
In the meantime, if you have an urgent request that requires signing, we recommend sending it via the current/’old’ document signing system. [March 13th, 2:48pm NZDT]
 
Identified: We have identified an issue where document signing requests sent via the New Signing platform are prompting users to sign in to a Microsoft account, and are unable to view or sign the document signing request.
 
We are working on an update to resolve this issue which we are expecting to release on 13th March by mid-day NZDT.
If there is an urgent request pending signing, we would recommend sending this via the current/’old’ document signing system.

March 4th, 2026

Resolved: Performance returned to expected levels at 8pm NZST, March 4th. We are closely monitoring our systems. If you are still facing any issues please contact support@suitefiles.com [5th March, 1:00pm NZST]

Identified: We have received several reports of performance issues when using the SuiteFiles web app and are investigating this further. We will provide updates as further information becomes available. [4th March, 3:11pm NZST]

February 12th, 2026

Update: This issue occurred due to a third party incident which is now resolved and sites are loading correctly. If you are experiencing any issues contact us on support@suitefiles.com [Feb 13th, 9:00am NZDT]

Identified: We have received a number of reports of customer sites not loading. We are investigating this and will provide updates when we receive further information.

In the meantime, SharePoint/OneDrive is still accessible directly. Please contact our team on support@suitefiles.com if you require any assistance. [Feb 12th, 3:15pm NZDT]

February 3rd, 2026

Resolved: This issue is now resolved and performance is restored. If you face any further issue please contact our team via support@suitefiles.com  [Feb 3rd, 8.35pm NZDT]

Identified: We have received reports of users experiencing performance degredation which appears to be related to an ongoing third party issue. We are monitoring this closely and will provide updates as this progresses.  [Feb 3rd, 7:15pm NZDT]

January 26th, 2026

Resolved: This issue has been resolved. If any issue persists please contact us on support@suitefiles.com. [January 26th, 9:44am NZDT]


Identified: We are investigating an issue affecting core functionality of our apps including the SuiteFiles Web App, Outlook add-in, SuiteFiles Drive, document signing and Connect client portal. If you are currently experiencing any issues please note that we are working on resolving these urgently and will post an update here once functionality has been restored. 

We are extremely sorry for the inconvenience and will share an update as soon as a fix is available. [January 26th, 8:57am NZDT]

December 5th, 2025

Issue with Typed Signatures on iPhones (affects New Signing – Early Access)

Resolved: This issue has been resolved, if you continue to have issues please contact our support team [January 30th].

Identified: We are investigating a problem in the new signing platform (early access) where typed signatures entered by signing recipients on iPhones appear blank in the final signed document. The document is still registered as signed, but the typed signature itself does not display.

Until this is resolved, iPhone users should avoid the typed signature option and use a drawn or uploaded signature instead. 

We are sorry for the inconvenience and will share an update as soon as a fix is available. [December 5th, 11:41 NZDT]

November 20th, 2025

Update: We are continuing to work on the issues affecting client folder creation and document links after the recent Chrome extension update.

Client folders created through Xero Practice Manager may take several hours to appear in SuiteFiles. We will be providing an update to the Chrome extension soon to address this. 

Some customers have reported that SuiteFiles links are not showing on client records. The most common resolution is to ensure you are signed in to the extension following these steps. There are still a small number of cases where the Client link does not display even though the user is logged in. In these cases the client Documents tab shows as connected. We are actively working through these cases.

We will share another update as soon as we have more information [November 25th, 5:49pm NZDT].

Identified: We are receiving reports from customers that following the new SuiteFiles Chrome extension update, Client folders are not being created in SuiteFiles after following the prompts to create a new client in Xero Practice Manager. We are investigating this and will provide an update once this functionality has been restored. In the meantime we recommend creating new client folders in SuiteFiles directly. [November 20th, 4:20pm NZDT]

October 16th, 2025

Resolved: This issue has been resolved, if you continue to have issues with the SuiteFiles Drive please contact our support team [January 30th].

Identified: We are receiving reports that customers are having issues with SuiteFiles Drive (S: Drive) following Microsoft’s latest update. We recommend using the SuiteFiles Web App where possible to view, edit and upload documents.

Other solutions include uninstalling the Microsoft update (specifically KB5066835), or moving across to the SuiteFiles OneDrive integration; however please note that an initial sync will be required which could take some time. 

We will update the status page as we learn more. [October 16th, 11:22am NZDT]

October 30th, 2025

Resolved: Service is now restored and we are monitoring performance closely. For updates directly from Microsoft, please check Microsoft’s status page: click here. [October 30th, 12:35pm NZDT]

Important Update: Microsoft is actively working to restore functionality, with full recovery expected by 23:20 UTC / 12:20PM NZST. We’ll continue to monitor the situation and provide updates as Microsoft releases them. For updates directly from Microsoft, please check Microsoft’s status page: click here. [October 30th, 09:05am NZDT]

Identified: There is currently a Microsoft outage affecting SuiteFiles access. We are monitoring the situation closely and will advise once access has been restored. To see Microsoft’s status updates for this incident click here. [October 30th, 08:42am NZDT]

October 22nd, 2025

Resolved: We have identified and resolved the cause of document signing files taking several hours to complete at 12:40AM NZDT. If you have any documents that are still showing as In Progress in the More > Document Signing dashboard, click the 3 dots alongside the file, then select ‘Complete Signing’ to finalise the document. If you have any queries or any completion issue persists contact us on support@suitefiles.com.

Identified: We have had reports users are not able to finalise document signing requests in the current/’old’ document signing system. We are investigating a resolution and will provide an update when further information is available. In the meantime, the new document signing early access is not currently impacted by this issue. [October 22nd, 4:15pm NZDT]

October 21st, 2025

Important Update: We have rolled back the Chrome extension that was released on 20 October 2025 due to some unexpected issues in the live environment that were affecting some users.

To avoid any disruption, we’ve restored the previous Chrome Extension version while we work on further improvements.

To get back up and running, you will need to restart Chrome (i.e. close and reopen your browser) and check you’re logged into the SuiteFiles Chrome Extension. You can follow the quick steps here: Checking the Chrome extension is logged in.

If you’re using Karbon, please keep the Karbon BETA Chrome Extension installed, we’ll be in touch when a new update is available.

We’re sorry for the disruption this has caused and really appreciate your patience. [October 21st, 8:20am NZDT]

October 20th, 2025

Identified: Some customers are being prompted to update their SuiteFiles/Microsoft permissions following our latest Chrome extension update.

If you see this prompt, your Microsoft365 Global Administrator can follow the steps in this article to update your permissions. [October 20th, 1:50pm NZDT]

October 3rd, 2025

Identified: We are aware that some customers are unable to upload or create files and folders in SuiteFiles. This issue appears to be related to Microsoft services. Our team is actively investigating and working to gather more information on a resolution. If you are experiencing this problem, please submit a support ticket here. 
[October 3rd, 2:13pm NZDT]

August 15th, 2025

Resolved: This issue is now resolved and performance is restored. [August 15th, 10:45am NZST]

Identified: We are experiencing issues with Microsoft authentication servers which may impact SuiteFiles functionality. We will update this status as we identify or receive further information. [August 15th, 10:00am NZST]

September 4th, 2025

Resolved: This issue is now resolved and performance is restored. [September 4th, 3:23pm NZST]

Identified: We have identified an issue with our document signing server and are investigating this as a priority. You may encounter issues with documents not auto saving back to its original folder or moving to the completed status. We will update this status as we identify further information and work towards a resolution. [September 4th, 3:00pm NZST]

July 24th, 2025

Resolved: Our email provider has confirmed this issue is now resolved. [July 25th, 3:00pm NZST]

Identified: We have received reports that some document signing and task email recipients are linked to a redirect page that leads to a security warning for “email.mail.suitefiles.com”. This appears to be due to a certificate error with our email provider and we are working towards a resolution. [July 24th, 1:45pm NZST]

June 17th, 2025

Resolved: Email services are back up and running. We’ll respond to any tickets received as soon as possible. Thanks for your patience.  [June 17th, 11:43am NZST]

Update: There is currently an issue with various Microsoft 365 services. Any email notifications sent from SuiteFiles for document signing or the Connect client portal may not have been delivered. We will update this page as soon as we have more information.  [June 17th, 11:26am NZST]

Identified: The SuiteFiles team are currently unable to receive emails, which also impacts tickets raised with support@suitefiles.com. We’re investigating this with the highest priority and will let you know when our emails are back online. We apologize for the inconvenience.  [June 17th, 10:55am NZST]

June 6th, 2025

Resolved: This issue is resolved and the SuiteFiles Connect portal is now available. [June 6th, 7:45pm NZST]

Identified: The SuiteFiles Connect portal is currently unavailable. We expect this issue to be resolved by 8:15pm NZST [June 6th, 7:10pm NZST]

June 6th, 2025

Update: This issue is now resolved and your site will be available again. Please do a hard refresh on your site (CTRL+F5) or restart your browser. If you face any issues please contact support@suitefiles.com [June 6th, 5:37pm NZDT]

Update: An update is pending and we expect site availability to be restored within the next 15 minutes [June 6th, 5:30pm NZDT]

Identified: SuiteFiles is currently unavailable, we have identified the issue and your SuiteFiles will be available again shortly. In the meantime, you can still access any required files via your Microsoft SharePoint. [June 6th, 5:15pm NZDT]

June 3rd, 2025

Update: The new Microsoft permissions update has launched. If you have not updated your SuiteFiles permissions in your Microsoft 365 as outlined in previous notifications, your Microsoft Global Admin can follow the steps in this help center article to update your permissions and resolve: How to check which Microsoft App Permissions have been applied – If you have any queries regarding this please contact us on support@suitefiles.com [June 3rd, 9:00am NZDT]

June 3rd, 2025

Resolved: We have made changes with our service provider and this issue is now resolved and we are continuing to monitor. If any issue persists please contact us on support@suitefiles.com  [June 3rd, 4:19pm NZDT]

Identified: We are receiving reports of performance issues within the SuiteFiles web app due to a very large volume of traffic and investigation is underway. We will update this status when we have further information to share. [June 3rd, 1:15pm NZDT]

April 4th, 2025

Resolved: We have a fix available which will re-enable the deprecated setting and make the Web version of the SuiteFiles Outlook add-in functional again. Our support staff will need to apply the fix for you, or provide the steps to your Microsoft Global Admin. If they have not yet been in touch with you about this, feel free to contact us and we can arrange for this fix to be applied. In the meantime our engineers are working on a more viable solution with Microsoft. [April 8th, 2:35 NZST]

Update: Our engineers have identified an issue with Microsoft permissions on Exchange web services. Some services have been deprecated by Microsoft without notification, and we are investigating alternative solutions. [April 7th, 10:00am NZDT]

Identified: We are receiving reports of the Web version of the SuiteFiles Outlook add-in not working. We are investigating this and will provide a status update early next week. [April 4th, 6:12pm NZDT]

April 9th, 2025

Resolved: This has now been resolved, no action is needed to update. If you face any issues with moving or copying files please contact us on support@suitefiles.com [April 11th, 11:00am NZDT]

Identified: We have identified an issue relating to the new move function that has been updated in SuiteFiles. In some cases, when moving a file or folder, it will successfully move but still be visible in the previous location for a small amount of time before your folder cache updates. We are working an update to address this, and will post further developments. [April 9th, 2:15pm NZDT]

March 28th, 2025

Resolved: We have released an update which improves the Move / Copy functionality and resolves the below issue. To learn more about these changes see: How to move files and folders or copy files [April 1st, 3:15pm NZDT]

Identified: We are aware of an issue where files and folders are failing to be moved or copied if the file/folder name, or any parent folders in the path, contains a special character e.g. commas, full stops, ampersands, underscores & hyphens. We are investigating this as a top priority and expect to have an update available to resolve this early next week. [March 28th, 11:42am NZDT]

March 19th, 2025

Resolved: This issue is resolved and the SuiteFiles Connect portal is now available. [June 6th, 7:45pm NZST]

Identified: The SuiteFiles Connect portal is currently unavailable. We expect this issue to be resolved by 8:15pm NZST [June 6th, 7:10pm NZST]

March 18th, 2025

If you’re having issues with files duplicating after certain tasks e.g. creating files from templates, saving files via SuitePrint, or uploading files, please note that we’ve released an update today to resolve this issue. If you area still encountering this problem, it’s likely you have an older version of SuiteFiles cached in your browser. We recommend that you clear your browser cache and hard refresh by pressing Ctrl + F5. [March 18th, 11:02am NZDT]

Resolved: Following the release we can confirm no issue is occurring outside of SuiteFiles Drive. [March 18th, 2:30pm NZDT]

March 18th, 2025

We are aware some Suite Drive users are encountering issues with file duplication when saving. We are investigating this and will provide an update when available. In the meantime, there are no issues uploading or saving documents via the SuiteFiles web app, Outlook add-in or OneDrive. [March 18th, 12:25pm NZDT]

This issue is now resolved. If you have saved or uploaded anything via SuiteFiles Drive since this issue started, you may notice some duplicates are 0kb in size. These will need to be removed. [March 18th, 13:31pm NZDT]

February 25th 2025

Identified: There is currently an issue with creating files from template due to a recent update. We are investigating this as a top priority and will update this status when we have more information available. [February 25th, 10:40am]

Update: We have received reports of errors with file creation in Drive (creating and uploading documents) as well as issues with uploading emails via the SuiteFiles Outlook add-in. We would advise not to create or upload files via these applications until the issue is resolved.

We are investigating this as a top priority and will update this status when we have more information. [February 25th, 10:56am]

Update: We have identified the cause of this issue and are working on a resolution which will be released as soon as possible. [February 25th, 11:06am]

Resolved: We have made changes to resolve this issue and all application uploads are operational again. If you continue to face an issue, please contact support@suitefiles.com [February 25th, 11:12am]

February 18th 2025

Identified: We are aware of an issue where some customers are unable to paste into Excel documents when editing files via the SuiteFiles web app. This is due to a recent Microsoft security update and we are expecting to have an update available to resolve this is in the coming week.

Users are still able to select “Open in Office” to make any required changes via the desktop app and this will still save back to SuiteFiles. [February 18th, 3:30pm NZDT]

February 14th 2025

Resolved: As of 2:45pm performance issues have been resolved. Please hold CTRL and press F5 (CTRL+F5) to refresh your SuiteFiles page if required. [February 14th, 4:00pm NZDT]

Identified: We are aware of reports of performance issues within SuiteFiles and associated applications. We are actively monitoring this and investigating further as a priority. We will update this status page when further information is available. [February 14th, 3:05pm NZDT]