Commerce | Reading Module

Runbook: Otp Failure Spike

Status: Not Started | Pass threshold: 100% | Points: 75

L3 25 min triage

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Learning Guidance

Objectives

separate otp send failures from otp verify failures
check switchboard and braze path for send failures
check bot/rate-limit patterns for verify failures
vendor delivery issue vs platform auth issue
bot traffic vs real customer impact

Evidence To Capture

send vs verify split
organization impact
bot indicator query results

Source Artifacts

Internal source references are available for maintainers but are not exposed in deployed environments.

Field Evidence

Real incidents related to what you're learning.

01KHY4SW3BRJ4FYA0V71XMWDJ6

2/20/2026 | n/a

medium

Browser synthetic test failure on PH US Pick Up Order Flow 4 - Wings Menu

This browser synthetic test is basic. It tests for basic user functionality on Pizza Hut's website and refreshes orders on Customer Support with default filt...

commerce Same product lane: commerceKeywords: failure, monitor, customerRoot cause (deployment) aligns with L3 focus

Study Incident →

01KJ16GB3W1G8HNZWM57BY87QX

2/21/2026 | n/a

medium

Customer login flow failure on PH US Pick Up Order for Ultimate Hut Bundle

This browser synthetic test is basic. It tests for basic user functionality on Pizza Hut's website and refreshes orders on Customer Support with default filt...

commerce Same product lane: commerceKeywords: failure, monitor, customerRoot cause (deployment) aligns with L3 focus

Study Incident →

01KJ0V30Y34C8P9S98GP3JX1C0

2/21/2026 | n/a

medium

Failure in Pizza Hut customer login browser synthetic test for US Pick Up Order Flow 2 - Ultimate Hut Bundle

This browser synthetic test is basic. It tests for basic user functionality on Pizza Hut's website and refreshes orders on Customer Support with default filt...

commerce Same product lane: commerceKeywords: failure, monitor, customerRoot cause (deployment) aligns with L3 focus

Study Incident →

Module Content

Not Started

Key Takeaways

Monitor 137981342 fires.
Check send failure stream:
Check verify failure stream:
For send failures, verify Braze or Switchboard path health:
For verify spikes, check high-failure IP patterns and rate-limiting evidence.

Trigger

Monitor 137981342 fires.

Triage Steps

Check send failure stream:

service:idpservice @event.action:otp_send @event.outcome:failure env:prod*

Check verify failure stream:

service:idpservice @event.action:otp_verify @event.outcome:failure env:prod*

For send failures, verify Braze or Switchboard path health:

service:switchboard* @msg.type:customer.send_credentials env:prod*

For verify spikes, check high-failure IP patterns and rate-limiting evidence.
Quantify brand impact by @organization.

Escalation

Customer-auth on-call for IDP faults.
YCCAT for Braze/Switchboard integration faults.
Security if bot or credential-stuffing indicators are strong.

Recovery Validation

OTP send/verify success trends normalize.
Login success returns without sustained fallback pressure.

Reading Checkpoint

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