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A major Microsoft 365 service failure that began on November 12, 2026 disrupted corporate email communications across Kenya, forcing leading banks, hospitals, and insurance companies to reroute customer service through WhatsApp, SMS, and telephone hotlines.
The failure originated from a cloud infrastructure fault affecting Exchange Online mailbox access, first detected at 16:17 UTC.
Within roughly an hour, outage reports had spiked across 74 countries, with global tracking platform Downdetector recording close to 140,000 reports at peak, the vast majority from the United States. Beyond email, the disruption cascaded into Microsoft Teams, SharePoint Online, Copilot, Power BI, Defender XDR, and several other dependent services.
Kenyan banks issue customer notices following Microsoft's global service outage
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The banking sector responded swiftly. KCB Bank issued a formal advisory confirming the outage began on November 12 and reassured customers that core services, including Internet Banking, ATMs, and the KCB Mobile App, remained fully functional.
The lender directed clients to its call lines on 0711 087 000 or 0732 187 000, as well as a WhatsApp…
