Experiencing partially degraded performance

360dialog Infrastructure
Degraded performance
360dialog WhatsApp Business API
Operational

WhatsApp Business API Number Setup

Operational

360dialog Client Hub

Degraded performance

360dialog Partner Hub

Operational

Partner API

Degraded performance
Partner Webhooks
Operational

Marketing Automation

Operational

360dialog Payments System

Operational

360dialog Sandbox

Operational

Meta Infrastructure

Operational

WhatsApp On-Premise API (Message Delivery)

Operational

WhatsApp Cloud API (Message Delivery)

Operational

WhatsApp Business Account Management (Meta Business Manager)

Operational
Embedded Signup
Operational

Notice history

Feb 2024

360dialog Hub login issues
  • Resolved
    Resolved

    The 360dialog Hub access issue has been fully resolved and is now stable.

  • Monitoring
    Monitoring

    Our engineering team identified the issue and deployed a fix. As a result, access to the 360dialog Hub has been restored.

    If you are still experiencing issues, please reach us via ticket/chat.

    We will continue to monitor the situation and provide another update in a few hours.

  • Identified
    Identified

    We have identified the issue that is blocking users from logging in / authenticating with the 360dialog Hub.

    Symptoms
    If you attempt to log in to the 360dialog Hub, you may receive an error "something went wrong".

    If you try to create an access token using the /v1/token endpoint you may receive a 502 response.

  • Investigating
    Investigating

    We are investigating an issue with the 360dialog Hub that is preventing users from logging into the 360dialog Hub. We will provide an update as soon as possible.

Some disruptions to Cloud API media messaging & WABA management
  • Resolved
    Resolved

    The issue is resolved.

    (Issue resolved from Fri 23, 5:59pm UTC)

  • Monitoring
    Monitoring

    All services have resumed as normal. We are monitoring the situation.

  • Identified
    Update

    We are continuing to work this problem, and do not currently have an ETA for restoration of all functionality.

  • Identified
    Identified

    We have identified an issue which is impacting media messaging on Cloud API and also some WABA management functions. Our engineering team are currently investigating it.
    Users may receive an error such as {\"error\":{\"message\":\"(#4) Application request limit reached\",\"type\":\"OAuthException\",\"is_transient\":true,\"code\":4,\"fbtrace_id\":\"x\"}

    when handling media on Cloud API or performing certain WABA management operations in the 360dialog Hub.

Issues with Chat Support
  • Resolved
    Resolved

    The issue is resolved.

  • Investigating
    Investigating

    We are aware of an issue affecting our Chat Support service. An incident was reported by our third party chat support provider.
    They are investigating the issue. In the meantime, if you require support, please create a ticket via the 360dialog Hub.

360dialog Hub not loading
  • Resolved
    Resolved

    The issue is resolved.

  • Monitoring
    Monitoring

    The hub is working as expected. We are now monitoring the situation

  • Investigating
    Investigating

    We are aware of a loading issue with the 360dialog Hub. Our engineering team is currently working on this issue.
    No messaging is affected, the issue is concentrated only in the Hub login.

Cloud API messaging issue
  • Resolved
    Resolved

    From 07:30 - 08:15 UTC on Feb 2nd we experienced an issue affecting Cloud API messaging.
    The incident is resolved. We will add further details in due course.

  • Monitoring
    Monitoring

    We are recovering from an Incident that affected Cloud API messaging.

Jan 2024

Issue with On-Premise API Message Delivery
  • Resolved
    Resolved

    The issue is resolved:

    Issue description and impact:
    On 17.01.2024 we received reports from some customers that message and status webhooks were being delayed.

    Cause of the issue:
    We identified an issue with an internal component (callbacker) that was having issues with the latest deployment resulting in the delays.

    Mitigation Steps / Summary:
    We reverted the deployment until we are able to fix underlying issues.

    Prevention of recurrence:
    We have completed an internal review with the relevant teams and work is underway to further strengthen our callback service.

  • Monitoring
    Monitoring

    We are recovering from an issue that affected On-Premise API message delivery from ~6:20am to ~12:20pm UTC on Jan 17th. The situation has stabilized and we are continuing to monitor.

  • Investigating
    Investigating

    We are receiving reports of delays in messaging for On-Premise setups. Our engineering team are currently investigating it.

Issue with Cloud API Message Delivery
  • Resolved
    Resolved

    Issue description and impact
    On 16th of January, between 6pm & 8pm UTC, the functionality of the service responsible for delivering WABA callbacks for the Cloud API numbers to the customers was disrupted.

    As a result, some Cloud API numbers may have experienced delays in the delivery of notifications and incoming messages to their webhooks during the indicated period.

    Cause of the issue
    Accidental misconfiguration of the microservice responsible for the health of the above-mentioned component coupled with a performance-related bug in that component.

    Current Status
    The issue has been fixed by restoring the correct configuration of the software and fixing the underlying bug.

    Prevention of the issue in the future
    We established an improved processes which should make it less likely for issues of this type to occur, and for this particular problem, we have established new alerts that will allow us to react faster.

    We have also fixed the bug which was causing the performance issues on the above-mentioned component which should also prevent the same issue from happening in case the health up-keeping microservice is down.

  • Monitoring
    Monitoring

    We are recovering from an issue that affected Cloud API message delivery from ~5:05pm to 6:21pm UTC. The situation has stabilized and we are continuing to monitor.

360dialog Hub Internal Error
  • Resolved
    Resolved

    The issue is resolved.

  • Monitoring
    Monitoring

    The hub is working as expected. We are now monitoring the situation.

  • Investigating
    Investigating

    We are aware of a loading issue with the 360dialog Hub. Our engineering team is currently working on this issue.

Issue impacting number migrations "Synchronization could not be completed"
  • Resolved
    Resolved

    The issue is resolved.

  • Monitoring
    Monitoring

    A fix has been deployed.

  • Identified
    Identified

    The team has identified the issue. The fix is pending deployment. ETA: Today

  • Investigating
    Investigating

    We are aware of an issue that is affecting number migrations to 360dialog. User may encounter the error "WhatsApp Business Account Synchronization could not be completed" during the migration process. Our engineering team is currently investigating.

Dec 2023

360dialog Sandbox number unresponsive
  • Resolved
    Resolved

    The issue is now resolved.

  • Identified
    Identified

    We are aware of an issue that is affecting the 360dialog Sandbox. When you type the message "Start", you will not receive a test API KEY. Our engineering team have applied a fix which is due to be deployed early next week (starting 18th December 2023)

Dec 2023 to Feb 2024