WhatsApp On-Premise API (Message Delivery) experiencing degraded performance

360dialog Infrastructure
Operational
360dialog WhatsApp Business API
Operational

WhatsApp Business API Number Setup

Operational

360dialog Client Hub

Operational

360dialog Partner Hub

Operational

Partner API

Operational
Partner Webhooks
Operational

Marketing Automation

Operational

360dialog Payments System

Operational

Meta Infrastructure

Degraded performance

WhatsApp On-Premise API (Message Delivery)

Degraded performance

WhatsApp Cloud API (Message Delivery)

Operational

WhatsApp Business Account Management (Meta Business Manager)

Operational
Embedded Signup
Operational

Notice history

Dec 2023

No notices reported this month

Nov 2023

Partners unable to cancel subscriptions on behalf of Clients
  • Resolved
    Resolved

    This issue is now resolved.

  • Identified
    Identified

    We are aware of an issue that is affecting subscription cancellations in the 360dialog Hub. Depending on the channel billing method, some Partners cannot cancel subscriptions on behalf of Clients.
    Our engineering team is aware of the issue and a fix will be deployed on Tuesday 5th December.
    Until then, affected Partners can request subscription cancellation by contacting the 360dialog support team.

Media file errors (On-Premise v2.51.2)
  • Identified
    Identified

    Meta have confirmed there is an issue with the WhatsApp API Client (On-premise) database table. We are working with Meta Engineers to find a suitable workaround or solution.

  • Investigating
    Investigating

    We are receiving reports of errors when sending media on v2.51.2 of the WhatsApp Business API Client (On-Premise). Our Engineering team are currently investigating it.
    Affected users might receive the error Failed to find media file for id: when attempting to send a media message.

Some disruptions to Payment Services
  • Resolved
    Resolved

    The issue has been resolved.

  • Investigating
    Investigating

    We are aware of an issue that is impacting our payment system. Some customers may not be able to add payment methods or retrieve invoices. Our engineering team is currently investigating it and we'll update again as soon as possible.

Some disruptions: Cloud API
  • Resolved
    Resolved

    Meta have observed that intermittent Cloud API issues reported earlier was a false-positive, and it was not blocking legit businesses from sending/receiving messages. Thank you for your patience.

  • Investigating
    Investigating

    Meta team is currently experiencing intermittent Cloud API registration issues impacting sending/receiving messages on Cloud API.

    This issue started around Nov 15.

    Meta's engineering teams are investigating the issue. We will provide an update soon.

Some disruptions: Cloud API
  • Resolved
    Resolved

    The fix for the some disruption impacting sending messages on WhatsApp Cloud API has been deployed and this issue is now mitigated as of 8 November 2023 12:15 AM PST. Thank you for your patience.

  • Investigating
    Investigating

    Meta team is currently experiencing some disruption impacting sending messages on WhatsApp Cloud API.

    This issue started on 1 November 2023 at 5:25 PM PST.

    Meta's engineering teams are investigating the issue. We will provide another update within 4 hours or sooner if additional information is available.

Oct 2023

Hub Access Issue for Partner Accounts
  • Resolved
    Resolved

    Our Engineers have deployed a fix for the disruption impacting Partner Account Hub access. The issue is now mitigated as of October 13th at 7:20 UTC.

  • Identified
    Identified

    Our engineering team has identified the root cause and is preparing release for a hot-fix as soon as possible.

  • Investigating
    Investigating

    We are currently experiencing some disruption impacting Hub access for Partner Accounts.

    When attempting to login, the page returns an error:
    "We're sorry…
    It looks like we're having some internal issues. Our team has been notified. I you'd like to help, you can describe what happened below"

    Our engineering teams are investigating the issue. They will provide another update soon once additional information is available.

Some disruption impacting incoming messages and checking contacts (On Premise)
  • Resolved
    Resolved

    Meta's engineering team investigated this issue and they indicate the problem is with companion devices specifically. They have identified the code causing a problem but a long term solution may take time.

    In the meantime, Meta have provided a workaround (which is to clean the contacts database table, effectively performing a reset) that will remove the error and allow inbound messages to flow again. If you require this workaround, please contact our support team and we will initiate the reset on a number basis.

    Note: Meta have removed this incident from their updated their status page.

  • Identified
    Identified

    Meta's engineering team are indicating that the problem is with companion devices specifically. They have identified the code causing a problem an will suggest a workaround or fix as soon as possible.

    The issue also affects standard WhatsApp app users.

  • Investigating
    Investigating

    Meta is currently experiencing some disruption impacting incoming messages from SMB accounts and checking contacts on WhatsApp On-Premise API.

    The issue relates to incoming messages. End users are may send messages but only get ONE checkmark for their messages in their (mobile) SMB app.

    Meta's engineering teams are investigating the issue. They will provide another update soon if additional information is available.

Oct 2023 to Dec 2023