Justcall outage history

We are currently experiencing partial service degradation affecting Calling, Sales Dialer, and Inbound Call Services due to an ongoing infrastructure issue in GCP us-central1, along with elevated API failure at our voice provider. Some customers may experience intermittent call failures or connectivity issues. Our team is actively monitoring both incidents and working to restore full service availability as quickly as possible. GCP Status: https://status.cloud.google.com/incidents/J5ia5t9p3g9Q5Wi7r8Ev Voice Provider Status: https://status.twilio.com/incidents/3txtvjthljkt

This incident has been resolved.

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

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

This incident has been resolved.

We are currently investigating this issue.

We are continuing to investigate this issue.

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

This incident has been resolved.

We’re aware that some customers are experiencing slow load times in the JustCall. Our team is actively investigating the cause.

We’ve identified the issue and applied a fix. Latencies are back to normal levels, and we’re monitoring closely to confirm full recovery.

This incident is now resolved. We apologize for the disruption — if you’re still seeing slowness, please reach out to our support team.

We are currently investigating this issue.

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

This incident has been resolved. This seems to have been caused by an underlying GCP issue with GKE in the region where our system is hosted.

We experienced a temporary service disruption that caused a subset of Voice requests to experience elevated response times and intermittent errors. This occurred due to a brief internal connectivity issue within our infrastructure, which prevented a subset of requests in that zone from reaching healthy service instances. This seems to have been caused by an underlying GCP issue with GKE in the region where our system is hosted. Connectivity was restored shortly thereafter, and the system automatically recovered as traffic resumed normal routing.

We're currently investigating the slowness in the JustCall webapp for some of our customers.

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

This incident has been resolved.

We are currently investigating this issue.

The issue has been identified as an invalid intermediate certificate configuration affecting a subset of edge nodes. A fix is being deployed.

The fix has been deployed, and SSL validation errors should now be resolved. We are monitoring system stability before marking this incident as resolved.

This incident has been resolved.

We are currently experiencing service disruptions caused by an ongoing AWS outage affecting our upstream provider. Our engineering teams are actively working with the provider to restore full functionality as soon as possible. Impact: Some customers may experience intermittent failures when making or receiving calls or SMS messages. Workaround: If you encounter a failure, please retry the action as a temporary workaround. We’ll continue to monitor the situation closely and will share updates as more information becomes available.

We are continuing to monitor for any further issues.

This incident has been resolved.

We are currently investigating this issue.

We have identified that the issue originates from our upstream providers, who are currently impacted by a widespread AWS outage in the US-East-1 (N. Virginia) region. You can view the latest status update from AWS here - https://health.aws.amazon.com/health/status?eventID=arn:aws:health:us-east-1::event/MULTIPLE_SERVICES/AWS_MULTIPLE_SERVICES_OPERATIONAL_ISSUE/AWS_MULTIPLE_SERVICES_OPERATIONAL_ISSUE_BA540_514A652BE1A

SMS services have been successfully restored. Our team continues to monitor their performance and is actively collaborating with our upstream providers to expedite the restoration of calling services.

Calls can now be made and received through the Mobile App. Our team is actively working to restore outbound calling functionality on the Web Dialer. In the meantime, we recommend using the Mobile App to place outbound calls as a temporary workaround.

We are continuing to monitor for any further issues.

This incident has been resolved.

We are currently investigating this issue.

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

This incident has been resolved.

**Date:** 12th September 2025 **Duration:** 02:45 UTC - 02:53 UTC **Affected Services** * Sales Dialer **Impact** A subset of customers experienced degraded performance or complete unavailability of the Sales Dialer app. Some operations might also be delayed. **Root Cause** * Outdated cached offset limits caused inefficient query execution * High memory and CPU consumption on the database cluster * Resource exhaustion leading to temporary unavailability * Overall reduction in system responsiveness until intervention **Resolution** * Engineers identified and corrected the outdated caching behavior in query handling * Optimized query execution to prevent excessive resource usage * Applied additional safeguards and monitoring to mitigate similar issues in the future

We have identified an issue affecting a subset of customers, where credit deductions are occurring at a higher rate than intended. Our team is actively investigating and working to resolve the problem.

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

This incident has been resolved.

**Date:** 2025-07-11 **Duration:** 12:00 - 12:30 UTC ### **Affected Services** * Outbound/Inbound Calling * SMS Delivery * IQ Transcriptions * Other usage-based services relying on balance deduction logic ### **Impact** A subset of customers experienced **excessive and inaccurate balance deductions** across multiple services including: * **Outbound calls** * **SMS messaging** * **IQ and transcription usage** This incorrect deduction affected customer billing visibility and usage quotas, resulting in: * Unexpected balance exhaustion * Interrupted service usage due to perceived insufficient balance ### **Root Cause** The incident was caused by **flawed cache key reuse** in the currency conversion logic used during balance deduction operations: * Cache entries related to currency conversion rates \(e.g., USD to other currencies\) were **improperly reused across services**. * As a result, **USD-denominated prices were incorrectly multiplied by cached exchange rates** meant for other contexts or currencies. * This led to **multiplied deductions**, far beyond actual usage cost. ### **Resolution** * Engineers immediately turned on the circuit breaker to ensure customers are able to use Calling, SMS and other services. * Engineers identified the faulty cache key reuse in the balance deduction service. * Flushed the cache to restore cache integrity * Affected customer balances were audited and **refunds/credits processed** where applicable.

Some customers are experiencing issues with loading the JustCall dashboard, and failures in sending SMS, MMS, and making or receiving calls via the web interface. Investigation is ongoing.

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

This incident has been resolved.

**Date:** 9th July 2025 **Duration:** 14:51 UTC - 15:25 UTC **Affected Services:** * Customer-facing Dashboard * SMS Delivery * MMS Delivery * Inbound Calling * Outbound Calling * Associated internal services **Impact** A subset of customers experienced degraded performance or complete unavailability in: * Accessing the dashboard * Users experienced delays in sending and receiving SMS and MMS messages. * Intermittent degradation in both inbound and outbound call performance. * Delayed or failed service actions tied to within a designated cloud service region. **Root Cause** A malfunction in one of our cache systems triggered a reboot, leading to the invalidation of all cache entries in that system: * Massive cache miss rate * Significant surge in requests directly hitting primary databases and downstream services * Snowball/piggyback effect where database latency grew, increasing queue sizes and causing cascading slowdowns across services * Overwhelmed compute resources and degraded service health in that region. **Resolution** * Engineers manually restored cache to a known good state from cache backups. * Temporarily scaled up database resources and async queues.

We've observed an increased rate of errors where users are experiencing difficulty in making & receiving calls.

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

This incident has been resolved.

We are currently investigating this issue.

This incident has been resolved.

We are currently investigating this issue.

This incident has been resolved.

We experienced an unexpected increase in latency in one of our API services. This issue resulted in degraded performance for some of our users, causing inconvenience and disruptions. Users were temporarily re-routed from https://app.justcall.io to https://justcall.io After a thorough investigation, the root cause of the API latency was identified as increased database response time. The API latency issue has been successfully resolved, and normal operations have been restored. We sincerely apologize for any inconvenience this may have caused and appreciate your patience and understanding.

The web application is loading slow for some of the users. Our team is investigating it.

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

This incident has been resolved.

We've observed an increased rate of errors where users are trying to open the JustCall Dialer.

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

This incident has been resolved.

We've observed an increased rate of errors where users are experiencing difficulty in receiving incoming calls.

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

This incident has been resolved.

High latency in loading the JustCall app was reported by our monitoring system.

We are continuing to investigate this issue.

The issues have been identified and the team is actively working to make the system stable and implement a fix.

The team was able to address the issue. We will continue monitoring the service to ensure a full recovery.

We are continuing to monitor to ensure a full recovery.

This incident has been resolved.

On April 26th at 7:00 PM (GMT), we discovered issues with contact syncing and logging of calls and SMS in Keap (formerly Infusionsoft) CRM. We resolved these problems by April 27th at 0:00 AM (GMT) and are currently working on syncing the affected calls and SMS. We anticipate that the syncing process will be finished by April 30th at 0:00 AM (GMT).