March 26th – Change in toll-free prefix for Mexico
9:00 AM – 11:30 AM UTC. Mexico’s toll-free number prefix is changing from ’1800’ to ’800’. Mexican toll-free numbers purchased prior to 18th December 2018 from us will be updated to use the new prefix.
The change will take place between 09:00 and 11:30 AM UTC. During this time there may be some disruption to your calls while the toll-free prefix is being changed across our systems as well as our local carrier’s systems.
We sincerely apologize for the inconvenience this may cause.
That this does not impact Mexican toll-free numbers purchased after 18th December 2018.
March 16th – Problem with Referral links
We sincerely apologize for the inconvenience.
March 18th 5:13 AM UTC. – The root cause of the issue has been found and it is resolved now.
March 12th – Issue with free calls on some accounts
7:07 AM UTC. – 06:15 PM UTC. Due to an unexpected issue with the new billing module on one of our servers, some customer accounts were incorrectly charged for calls that are included for free with the Premium plan and business package. The root cause of the issue has been identified and it is resolved. We are working on refunding the incorrect charges back to customer accounts.
We sincerely apologize for the inconvenience. If you have any questions, please feel free to get in touch with us.
March 12th – Increased response times
We are currently experiencing a delay in response times due to a sudden influx of cases from our customers. All hands are on desk and we are trying our best to get back to all our customers as quickly as we can.
We apologize for the inconvenience. If you have an urgent request, please call us.
March 12th – Scheduled maintenance
We have a major upgrade of our systems scheduled today. During the upgrade, for a few minutes, there may be intermittent issues accessing our service while we update our core systems.
We will provide further updates here as the upgrade progresses.
6:45 AM UTC. We have started the upgrade.
7:05 AM UTC. The upgrade is progressing as expected – no major issues expected at the moment.
7:25 AM UTC. We are currently upgrading the core components of our service – there may be some intermittent connectivity issues.
February 25th – Problem with calls
3:42 PM UTC. Outbound calls and call forwarding to some destinations are currently not connecting. The issue seems to be linked to an upgrade done in our system a little while ago. The engineering team is looking into the issue.
We sincerely apologize for the inconvenience caused as a result of this.
7:30 PM UTC. The update that caused this issue has been reversed and all calls should now work without any issues. The engineering team is continuing to investigate the root cause of the issue and why it was not caught during our tests.
February 24th – Problem with calls to certain countries
February 24th 8:20 PM – February 25th 3:56 AM UTC. Due to an issue with a manual change done in our system, outbound calls and call forwarding stopped working for some destinations. The root cause of the issue has been found and we have taken steps to ensure this does not happen again.
We sincerely apologize for the inconvenience.
February 22nd – Problem with calls to certain destinations
3:25 PM UTC. Outbound calls to some destinations are currently failing due to a problem with one of the partners we use to handle our calls. We are working with them to identify the issue and resolve it as quickly as possible.
Although we have backup providers to handle the calls, on rare occasions the backup providers are unable to connect the calls as well. We sincerely apologize for the inconvenience.
February 19th – Problem with phone number purchase
8:56 AM UTC. It is currently not possible to purchase new phone numbers from our web app or the old customer portal. This is due to an issue with our local partners from whom we purchase these numbers.
We are in contact with their technical support and hope to resolve this as soon as possible.
We apologise for the inconvenience caused.
9:53 AM UTC. The issue has been resolved. Phone numbers can now be purchased from our web app.
We are in contact with our local partners to understand the reason for this issue.
In case you need any assistance, please feel free to contact us.
February 3rd – Issue with chat services
February 3rd 12 noon UTC. We are currently experiencing an issue with our chat service. Both customer service and team chat are impacted.
The engineering team is working on resolving the issue.
February 3rd 01:00 PM UTC. All services are back up now.
One of our chat data storage and archival clusters became unavailable due to a sudden spike in resource usage causing the chat services to be impacted. The root cause of what created the issue is yet to be identified. Our engineers have, however, restored the services back to normal.
We apologize for the inconvenience caused.