Istoricul incidentelor Iterable

We are aware of an issue affecting WhatsApp messaging. Some customers may experience delays or failures sending WhatsApp messages. This appears to be caused by an external service disruption, and we are monitoring for updates. We will share another update by 1pm PST or sooner if new information becomes available.

The issue affecting WhatsApp messaging has been resolved. Customers should no longer experience delays or failures sending WhatsApp messages. We will continue to monitor to ensure service remains stable.

We are currently investigating an issue involving users being unable to access the Iterable web app.  API traffic, Sends, and Journeys already in progress are unaffected. This outage is limited to the Iterable web application itself.

Engineering has identified a fix and is in the process of deploying to both EU and US web environments to resolve the issue. Next update at 5PM PDT or sooner.

Our engineering team is continuing to work toward a full resolution. While we have mostly restored web application access, there may be some pages within the web app that periodically fail to load until the fix is fully rolled out across the entire application. Next update by 5:30PM PDT or sooner.

Our engineering team has completed the fix to the web application in both the US and EU regions. All services are currently functioning normally. Email sends, API traffic, webhooks, and journeys functioned normally throughout this incident. The only impact was being unable to log into the web application and slow page loads. If you continue to experience any issues, please reach out to Support.

We’re currently investigating an issue where Journey pages are not responding. Engineering is actively applying a fix and will continue investigating the root cause. Next update at 4:00 PM PST / 11:00 PM GMT.

Journey pages are loading normally following the fix. Engineering will continue monitoring.

This incident has been resolved.

We are currently experiencing elevated error rates on several API endpoints in our US region, including Bulk Update, Register Device, and Target. We are actively working to resolve this issue and will provide another update within 30 minutes.

We are seeing improved success rates on the Register Device and Target endpoints. Our engineering team is continuing to work on other endpoints including Bulk Update. Next update within 30 minutes.

Our engineering team is continuing to work on improving success rates for all API endpoints including Bulk Update. Next update in 60 minutes.

We are continuing to monitor for any further issues.

This incident has been resolved.

Current status We have identified an issue in our ingestion service that can cause some updates to be delayed. Customer impact Some customers are seeing delays in list uploads and events appearing in Iterable, in some cases taking 30+ minutes to render. Clusters impacted 22,25,16 Rolled back to a previous stable version across all affected clusters and verified the deployments. We are monitoring ingestion lag and key metrics to confirm performance is stabilizing and that no new update loss is occurring. If you are experiencing delayed data visibility or suspect missing updates, please contact our Support team so we can review your specific projects as part of this incident. Next update 1pm PT

We have caught up with ingestion. Currently monitoring our systems.

This incident has been resolved.

We are currently investigating an issue for one of ES clusters - c102 - The cluster is in a red state, leading to very slow ingestion and widespread API 500 errors. Customers are experiencing failed searches and errors on multiple API endpoints. Ingestion rates are near zero, with lag up to 20 minutes and increasing for internal, realtime, and bulk data pipelines.

Engineering is continuing to investigate this issue. At this time there is no improvement yet to any customers on C102. Next Update at 12:15 PDT or sooner.

Engineering has restored C102 back to a "green" state and ingestion and API calls are succeeding again for this cluster. We will continue to monitor until we are fully through the accumulated backlog. Next update at 1 PM PDT or sooner.

We have fully caught up with any backlog on C102 and all queries and activity through C102 are functioning normally. If you continue to experience any issues please contact Support.

We have been alerted to an issue where proofs sends are not being sent as expected as of 9:00 am PT. Iterable Engineers are actively investigating the issue. Next update by 11:00 am PT or sooner.

The engineering team has implemented a fix and proofs are now successfully sending. We will continue to monitor. Next update at 12:00 PST or earlier.

This incident has been resolved.

Email sends for US-hosted customers using SparkPost were delayed due to elevated 5xx errors and increased API latency from SparkPost’s Transmissions API. EU-hosted traffic was not impacted. All customers using ESPs other than Sparkpost were similarly not impacted. SparkPost has indicated the incident is resolved. We’re monitoring outbound email queues to ensure sends are fully processing as expected. If you continue to experience issues, please contact Support.

SparkPost’s API issue has been resolved, and we’re no longer seeing elevated 5xx errors or increased latency. Incident has resolved.

We are currently investigating an issue where users could not access app.iterable.com and received 502 Bad Gateway errors. EU users were not affected.

A fix has been implemented and we are monitoring the results.

Service has fully recovered and all traffic has been restored to app.iterable.com in the US region. The incident lasted from 9:50 am to 10:15 am Pacific Time, impacting both web and API access with elevated 502, 503, and 504 errors. EU region was unaffected.

We experienced a period of delayed sends (including proofs) as well as errors in user updates from 7am to 9am ET. The issue has been resolved. Some delayed messages may still be processing and will be sent shortly. If customers received 500 responses to API requests, they should re-try those calls.

Our engineering team is actively investigating an issue causing elevated error rates and intermittent page loads in the Iterable web app. A subset of users may see error messages or blank pages when attempting to log in or navigate the UI. At this time, API-based message sending and other backend processing appear to be functioning normally. We will continue to post updates here as we identify the root cause and progress toward mitigation. What You Can Do If you encounter an error page, retry after a few minutes or refresh your browser. next update at 1:30 pm PT or sooner

We are continuing to investigate this issue.

All affected web components are functioning as expected, and our monitoring shows error rates and login success back within normal ranges. The Iterable platform is fully operational. If you continue to see errors or unexpected behavior in the web app: Clear your browser’s cache and cookies for app.iterable.com. Fully close the browser and open a new session, then log in again. If problems persist after these steps, please contact Iterable Support via your usual channel

This incident has been resolved.

API Update is experiencing timeouts starting at 11:00 AM PST. The Engineering team is investigating. Next update at 3:00 PM PST.

API Update has recovered. The engineering team will continue to monitor—next update on January 2nd, at 9 AM PST.

API Update is stable. The engineering team will continue to monitor. Next update at 12:00 PM PST.

The engineering team determined that the issue has been resolved.

We are currently experiencing delays in processing certain message sends and exit-trigger workflows. This is due to an upstream outage affecting some of our backend components that handle message publishing.

Upstream issue has been resolved. we will continue monitoring.

All processing is back to normal. We continue to monitor.

This incident has been resolved.

We’re currently investigating an issue that is impacting multiple parts of our platform. Some customers may experience increased error rates, timeouts, or degraded performance when accessing our services. Issues are related to a third-party experiencing issues. Our engineering team is closely monitoring the situation and working with the provider to restore full functionality as quickly as possible. We’ll continue to provide updates here as more information becomes available. Next Update: Within 60 minutes. Thank you for your patience and understanding.

We’re continuing to experience issues impacting multiple parts of our platform. Customers will continue to experience increased error rates, timeouts, or degraded performance when accessing our services. The issue remains related to a third-party provider experiencing ongoing instability. Our engineering team has re-engaged with the vendor and continues to monitor the situation closely. We’ll continue to share updates here as more information becomes available. Next Update: Within 60 minutes. Thank you for your patience and understanding.

We're continuing to experience issues impacting multiple parts of our platform. Customers may continue to experience increased error rates, timeouts, or degraded performance when accessing our services. Sends or Journeys that are delayed will be queued automatically on our end and delivered once all issues are resolved. There is no need to retry/reschedule them manually The issue remains related to a third-party provider experiencing ongoing instability. Our engineering team remains engaged with the vendor and continues to monitor the situation closely. We'll continue to share updates here as more information becomes available. Next Update: Within 60 minutes. Thank you for your patience and understanding.

We are now also seeing issues connecting to the Iterable application itself. We are continuing to work through these network issues with our upstream provider to restore full access to our customers. Any scheduled campaigns or journeys are still being queued to our backend. Next update within 30 minutes

We are seeing improvements for customer access to the Iterable web app and global API endpoints. Customers may still continue to experience increased error rates, timeouts, or degraded performance when accessing our services due to continued issues with our provider. Sends or Journeys that are delayed will be queued automatically on our end and delivered once all issues are resolved. There is no need to retry/reschedule them manually Next update within 60 minutes

While we are continuing to see improvements for customer access to the Iterable web app and global API endpoints, customers may still experience an elevated error rate, timeouts, or degraded performance when accessing our services due to continued issues with our provider. Sends or Journeys that are delayed will be queued automatically on our end and delivered once all issues are resolved. There is no need to retry/reschedule them manually. Next update within 60 minutes.

Our provider has informed us that they have applied the necessary mitigations across the whole affected region and we are seeing our services resume normal operations. There are still some queued sends and journeys that we are working through but there is no additional ongoing impact. Next update at 12:30PM PDT or sooner.

Iterable's web application and global API are now fully operational, and service levels have returned to normal. All queued sends are up to date. Some downstream effects to note: our data warehouse providers will experience some data sync delays. This includes Iterable AI features such as predictive goals and brand affinity, as well as our datasharing program. For any questions, please contact [email protected] Next update at 3PM PDT.

All ongoing issues from today have now been resolved, including all AI and datasharing services that were previously still experiencing occasional latency. For any questions, please contact [email protected]. Thank your for patience and understanding as we worked through these issues today with our provider.

Any visitor who entered a delay tile longer than 24hrs that received an exit match post 8:30 PM PST yesterday October 8th, with no subsequent updates to their exit rules may continue to experience incorrect journey exits until October 10th 8:30 PM PST. Any user receiving an exit rule update since then will not be impacted and will exit correctly. Overall this represented less than 1% of total users within Journeys with the final number being much lower due to many users in delays receiving exit rule updates since the beginning of the impact window which negated the issue. For those customers impacted the most our teams are reaching out to them to discuss next steps. We wil provide the next update before 10AM PT.

We are continuing to investigate this issue.

The engineering team has successfully identified the root cause of this incident: a major infrastructure issue experienced by one of our key vendors. We are actively partnering with the vendor to ensure the issue is fully resolved and to prevent any future impacts to our services. Next Update: We will provide our next status update before 12:00 PM PT.

The key vendor has confirmed the defect on their side and has taken steps to prevent recurrence. We will continue to closely monitor the affected systems. We will provide our next status update before 3:00 PM PT.

There is no further recurrence of the infrastructure issue from our key vendor. We will continue to monitor the affected infrastructure for recurrence. Next Update: We will provide our next status update before 9:00 AM PT on October 10, 2025.

The fix applied by our key vendor did not work. The impact is that a limited amount of exit rule data was lost. We began observing a recurrence of the same limited data loss on October 10th, 2025, at 7:00 AM PST. We are working with the vendor to investigate further. Next Update: We will provide our next status update before 10:00 AM PT.

We worked with the vendor to fix this issue. The vendor recommended an approach to prevent additional data loss. We will apply the fix and monitor the affected systems for recurrence. Next Update: We will provide our next status update before 12:00 PM PT.

We have successfully deployed the fix and will start monitoring for recurrences. Next Update: We will provide our next status update before 3:00 PM PT.

There are no further recurrences after the fix was deployed today. We will continue to monitor the affected systems over the weekend.

There were no recurrences observed from October 10th afternoon to October 13th morning. We will continue to monitor until the end of the day. Next Update: We will provide our next status update before 5:00 PM PT.

There were no recurrences observed today. We will continue to monitor for recurrence. Next Update: We will provide our next status update before 12:00 PM PT tomorrow.

We have observed no recurrence since 10/10. The issue now is resolved. Please feel free to reach out to support for further questions.

We are currently experiencing a service disruption with our catalog service, which may prevent some customers from sending messages that use templates with catalog data. Messages that do not use catalog data are not impacted. We've identified the root cause and are actively working on a fix. Please note that no messages have been lost. Our system will automatically retry all failed sends once the service has recovered. We will provide another update in 30 minutes, or sooner if the issue is resolved. We apologize for the inconvenience and thank you for your patience.

We have started rolling out the fix to individual machines and are seeing some of our messaging capabilities recover. Some customers may still have a delay in sends that use templates with catalog data, and ingestion delays for updating catalog data. We are continuing to apply the fix across all affected systems and will monitor the situation closely. No messages have been lost, and our system will automatically retry all failed sends once the service has fully recovered. We will provide another update in 30 minutes, or sooner if the issue is resolved. We appreciate your continued patience.

The issue with our catalog service has been fully resolved, and all services are now operating normally. Any delayed sends and catalog updates are being processed currently. Messages that were queued during the disruption will be automatically retried and delivered.

Status: Investigating Summary: We are currently investigating an issue causing 504 Gateway Time-out errors for requests to the /api/export/data.json endpoint affecting customers hosted in our European Data Center (EUDC) ONLY. All other APIs are functional. The issue was first reported around 5:35 pm CEST. Iterable Engineering is currently investigating the issue and working on remediation steps. Next update at 9:25 PM CEST or earlier.

This incident has been resolved.

Status: Resolved Between 3:50 pm and 5:55 pm CEST customers in our EUDC (European Data Center) region may have experienced an increased 5xx error rate, approximately 10-15%, when making api requests. This issue was isolated to Europe; no impact was observed in other regions. If customers have any questions if they were impacted please reach out to [email protected]

We are seeing issues accessing app.iterable.com. We have identified an issue in one of our services and Engineering is working on a fix. Iterable API is not impacted. All campaigns and journeys are processing as expected. Next update will be by 5PM PDT.

We have addressed the issue in our service and app.iterable.com is accessible again. Engineering is monitoring the situation. Next update will be at or before 5:30PM PDT.

Our login service has recovered and app.iterable.com is fully accessible. If you are still having issues, please reach out to support.

We are currently investigating an increase in embedded Messaging skips, which appears to be impacting most customers. Other sends globally are not impacted. Our team is actively working to identify the root cause of this issue. Next Update: We will provide our next update by 2:00 PM PDT.

We are continuing to investigate this issue.

The issue with embedded messages incorrectly being send skipped has been identified and the team is actively working to remediate it. We have confirmed that the impact is only to embedded messages triggered by Journeys. The aforementioned remediation should be completed shortly and we will continue to monitor that no further send skip issues occur once complete. Next update: We will provide our next update at 3:00 PM PDT.

The send skip behavior for journey triggered embedded messages has been resolved. The team is still working on validating that the remediation has restored full functionality. Next update: We will provide our next update at 4:00 PM PDT.

During the validation of the remediation, the team identified that another fix was necessary to fully restore the functionality of journey triggered embedded messages. They are working on testing and releasing the fix. Next update: We will provide our next update at 6:00 PM PDT.

The additional fix has been tested successfully and deployment is in progress. This process will take another 15-30 minutes to rollout to all customers. This will fully restore functionality for journey triggered embedded messaging, which were the only sends impacted. Next up: Our next update will be at or before 7:00 PM PDT.

This incident has been resolved and functionality has been fully restored for journey triggered embedded messaging sends. If more information is needed, please reach out to [email protected]. This will be the final update.