Historique des pannes de Phaxio

1. 25 septembre 2026 à 20:17 UTCinvestigating

   Nous enquêtons actuellement sur un problème touchant la fonction Auto-Recharge. Notre équipe s'efforce de restaurer la fonctionnalité le plus rapidement possible. En attendant, vous pouvez ajouter manuellement des fonds à votre compte au besoin. Nous fournirons une mise à jour une fois que Auto-Recharge aura été restauré.

2. 25 septembre 2026 à 21:37 UTCresolved

   Nous avons identifié le problème affectant la fonction de recharge automatique et avons implémenté une correction. Le problème a été causé par un bug logiciel. La fonctionnalité de recharge automatique a été restaurée et devrait maintenant fonctionner comme prévu. Nous nous excusons pour le désagrément et apprécions votre patience pendant que nous avons travaillé à résoudre le problème.

Traduit automatiquement depuis la mise à jour officielle de l'incident.

1. 6 août 2026 à 14:22 UTCinvestigating

   We are currently failing to process all outbound faxes. We are actively investigating the issue.

2. 6 août 2026 à 14:46 UTCidentified

   The issue has been identified and a fix is being implemented.

3. 6 août 2026 à 15:04 UTCmonitoring

   This incident has been resolved. Our engineering team is actively investigating the underlying cause of this issue and is working toward a permanent resolution. We will continue to provide updates as new information becomes available.

4. 6 août 2026 à 15:54 UTCresolved

   Root cause was identified as an outage of our temporary storage where documents are held for processing. During this time outbound faxes failed with the message “Document conversion error. Contact support.” In some cases, the API rejected new connections due to the congestion. There was no effect on inbound faxes during this time.

1. 1 août 2025 à 13:32 UTCresolved

   We experienced an issue with an AWS event. This resulted in a delay of inbound faxes, and also resulted in non-completed faxes on outbound for approximately 30 minutes. Some outbound faxes were not delivered, and were canceled. These faxes will need to be resent. The occurred between 8:15-8:46 PM ET on July 23, 2025 Please reach out to [email protected] with questions or concerns. Thank you, Phaxio Support

1. 6 mai 2025 à 18:38 UTCresolved

   Please be advised that support for .doc (application/msword) will stop immediately on Phaxio due to possible security vulnerabilities. The file type .doc is a legacy MIME type to the newer .docx and support is ending for this file extension by Microsoft in October 2025. In addition, we are removing support for .odt (application/vnd.oasis.opendocument.text) immediately due to overall security concerns and known exploits with that file type. You can find the support file types here: https://www.phaxio.com/faq#11 Please do not reply to this email as it is unmonitored. Please reach out to [email protected] with questions or concerns. Thank you, Phaxio Support

1. 30 avril 2025 à 14:29 UTCidentified

   We have identified an issue with some outbound faxes failing due to document conversion errors. We are actively investigating and will continue to provide updates.

2. 30 avril 2025 à 14:52 UTCmonitoring

   Services are now restored - we have restarted the applications and are currently monitoring. If you do experience more issues, please advise us at [email protected].

3. 30 avril 2025 à 20:33 UTCresolved

   This incident has been resolved.

4. 30 avril 2025 à 20:50 UTCpostmortem

   **Start:** 12:58 UTC 04/30/25 **Stop:** 14:46 UTC 04/30/25 **Findings:**  Document conversion servers experienced an issue resulting in document conversion failures on outbound faxes. **Resolution:**  The servers were restarted to resolve the errors. We are analyzing the event to further determine root cause of the document conversion failures. **Customer Experience:** Some sent/outbound faxes would have received the following in the webhook notification for the fax: status: failure error\_type: documentConversion Error The fax will need to be resent. **Future:** Engineering is working on reviewing server logs and alerts to alleviate the issue from occurring in the future

1. 12 mars 2025 à 21:01 UTCinvestigating

   We are observing an issue with the “Number of Pages” that are being posted for both Received and Sent faxes on the webhook and on the console for a fax log. Engineering is currently investigating the issue. Please note, the full fax is being processed, this is only a reporting issue for “Number of Pages” (Example: A 30 page fax will send/receive all 30 pages, but the webhook and console log for that fax will show “Number of Pages: 1”)

2. 12 mars 2025 à 21:28 UTCidentified

   Engineering has identified the issue and we are working on releasing this to production. Updates to follow.

3. 12 mars 2025 à 22:44 UTCresolved

   Engineering has released the fix to production and we are monitoring at this time. Customers will only be billed for single page faxes, even if the fax contained multiple pages. Also, we will not be adjusting the page counts for faxes that were sent or received during this service issue. We apologize for any inconvenience this may have caused to you or your customers.

1. 4 février 2025 à 20:29 UTCinvestigating

   We are currently experiencing an issue with our sms verification service. This will affect users being able to log into the dashboard as they will not receive their sms verification code. Inbound and outbound faxes are not affected. Should you have any questions or experience any service issues, please continue to reach us at [email protected].

2. 4 février 2025 à 20:45 UTCresolved

   The sms verification service issue has been identified and resolved at this time. If you are experiencing any further issues logging into the web console please contact support at [email protected]

1. 23 octobre 2024 à 19:41 UTCresolved

   Hi! We have updated our proactive monitoring email notifications domain. The new domain will be "notifications.sinch.com". You may see on some mail providers "[email protected]" on behalf of "[email protected]" . If you believe you are missing notifications, please validate you have added this email address to your safe senders list or check your junk/spam folder. Please do not reply to this email as it is unmonitored. Please reach out to [email protected] with questions or concerns.

1. 10 juin 2024 à 16:28 UTCinvestigating

   We have identified an issue with delayed delivery of Outbound faxes for customer using the v1 API only. We are working on clearing the backlog for these faxes and will update as soon as that is completed. If you have any questions please contact our support team at [email protected]

2. 10 juin 2024 à 16:29 UTCidentified

   The issue has been identified and a fix is being implemented.

3. 10 juin 2024 à 18:22 UTCresolved

   We have cleared the queue and delivery of faxes for v1 API users is back to normal.

1. 26 septembre 2023 à 20:19 UTCidentified

   We have identified an issue with fax completion issues to Germany (+49800) and Italy (+39800) Toll Free numbers. We are working on correcting the issue and will update as soon as we have one. If you have any questions please contact our support team at [email protected]

2. 26 septembre 2023 à 20:28 UTCresolved

   We have worked with the vendor and the issue is now corrected. Should you have any questions or experience any service issues, please continue to reach us at [email protected]

1. 15 septembre 2023 à 18:17 UTCinvestigating

   We are currently investigating and event causing Inbound/Outbound faxes to fail.. We will update you as soon as we have more information Should you have any questions or experience any service issues, please continue to reach us at [email protected].

2. 15 septembre 2023 à 19:25 UTCidentified

   We have isolated the issue to API/Outbound faxes and Engineering is working on implementing a fix at this time. We will update you as soon as we have more information Should you have any questions or experience any service issues, please continue to reach us at [email protected].

3. 15 septembre 2023 à 19:55 UTCmonitoring

   Engineering has deployed a fix and we are observing faxes (both Inbound and Outbound) and API calls processing successfully. We are continuing to monitor and test to further validate the resolution. Should you have any questions or experience any service issues, please continue to reach us at [email protected].

4. 15 septembre 2023 à 22:48 UTCresolved

   This incident has been resolved.

5. 18 septembre 2023 à 23:44 UTCpostmortem

   On Friday September 15 at 17:36 pm UTC our team noticed a significant drop in successful faxes being sent and received through Phaxio. We immediately began troubleshooting the issue and updated our Status Page \([status.phaxio.com](http://status.phaxio.com)\). Investigation into the degraded service found issues with our document conversion servers and a hot fix was released to our production network. At 20:05 pm UTC all servers confirmed the hot fix in place and all faxes began to process normally. If you have any questions please reach out and let us know at [[email protected]](mailto:[email protected])

1. 29 août 2023 à 19:19 UTCresolved

   We have updated our Porting notifications FROM email address. The new address is "[email protected]" If you believe you are missing notifications, please validate you have added this email address to your safe senders list or check your junk/spam folder. Please reach out to [email protected] with questions or concerns.

1. 24 août 2023 à 19:26 UTCresolved

   Phaxio by Sinch is excited to announce several enhancements to the 'Port A Number' page in the Phaxio Console. Numbers to Port You can now add multiple numbers to a port request. The primary number on the order is what will appear visible on the Port Requests page. Notes This is a new field that has been created. You can add things like a Port Out PIN or anything you think we may need to know for the request. This field is limited to 50 characters. This has replaced the Contact number field. Authorized Signer's Name We have relabeled the Account Name field to Authorized Signer to facilitate a faster porting process. Port Request Page You will see "All Numbers To Port" field. This field will list all the numbers included in that port request. NOTE: Please remember that all Toll-Free number requests require a current Billing Statement and a signed LOA dated within 30 days. Please send these documents to [email protected] Please reach out to [email protected] with questions or concerns.

1. 27 avril 2023 à 17:26 UTCresolved

   We have updated our Statuspage notifications FROM email address. The new address is "[email protected]" If you believe you are missing notifications, please validate you have added this email address to your safe senders list or check your junk/spam folder. Please reach out to [email protected] with questions or concerns.