Issue

Customers may encounter a LOCKED_WORKSPACE error in a Segment Source Function after a recent change to their Segment workspace or plan. This error results in events failing to send, causing interruptions in downstream integrations and potential loss of event data.

Symptoms:

• Source Function stops processing events.
• Error message: LOCKED_WORKSPACE appears in the Segment UI or error logs.
• Downstream systems do not receive expected events.
• No prior notification of workspace or plan changes.

Product

Segment Functions

Environment

Segment Console

Cause

This issue occurs when a Segment workspace is downgraded (e.g., from Business to Team plan), either manually or as part of a renewal/order process. The downgrade resets workspace entitlements, which can inadvertently lock out Source Functions and prevent event processing. In some cases, customers may not receive notification of the change.

Resolution

1. Restore Entitlements:
   • Contact Segment Support to review and re-apply the correct entitlements for your workspace.
   • Confirm that the Source Function is unlocked and events are processing as expected.
2. Replay Missed Events:
   • If events were missed during the lockout, request a replay from Segment Support for the affected Source Function and time period.
   • Note: Segment can replay events from the Source Function archive for up to 15 days, subject to retention limits.
3. Verify Event Timestamps:
   • By default, replayed events will have the timestamp of the replay, not the original event time.
   • To preserve original timestamps, update your Source Function code to use the original event timestamp (e.g., body.originalTimestamp) before requesting a replay.
4. Check for Additional Outages:
   • If you modify Source Function code and encounter further errors, resolve the code issue and request another replay for the new affected period.
5. Validate Resolution:
   • Confirm that events are flowing to downstream systems and that timestamps are as expected.
   • Review error logs in the Segment Console to ensure no further lockouts or missed events.

Additional Information

• Segment retains up to 100 error logs per function for 30 days. Export any needed payloads promptly to avoid data loss.
• If your workspace was downgraded without your knowledge, request a root cause analysis and ask about safeguards to prevent future occurrences.
• For compensation or service credit discussions due to business impact, request escalation to the Billing team.
• For more on data retention and event processing, see: How does Segment process and retain data from the initial ingestion phase down to final workspace storage?