The Support Case system is since back online and working as expected, customers who raised or replied to cases during the period of September 16th 19:00 AEST through to September 17th 06:00 AEST are advised to check that their submissions went through successfully.
Any customers that are continuing to experience problems, Support is available 24/7 through 1300 788 862 Option 2.
Posted Sep 17, 2026 - 08:27 AEST
Identified
Engineers have identified a core system component experiencing increased load that has limited capacity. They are working on a fix to resolve the intermittent service disruption affecting customers access to support cases through the MySAU portal.
No ETA is currently available for the implementation of the fix.
If you require urgent & immediate support, please call our support team on 1300 788 862.
Posted Sep 16, 2026 - 20:34 AEST
Investigating
Engineers are investigating a unexpected intermittent service disruption with the support case system within the MySAU portal.
Further works are underway to identify the source of the disruption, and updates will be provided as soon as possible.
Posted Sep 16, 2026 - 18:55 AEST
This incident affected: Service Desk (MySAU Customer Portal).