Historical record of incidents for Customer.io
Report: "Delay in sending campaign webhooks"
Last updateWithin the last hour sending campaign webhooks were delayed for some customers. We identified the issue and have resolved it.
Report: "Investigation of Potential Service Disruptions"
Last updateOne of our cloud hosting providers is suffering from major service disruptions in both US and EU. This may impact the use of our service. We are actively monitoring the situation.
Report: "Google Adwords Outage"
Last updateWe’re currently experiencing a temporary disruption in data delivery to Google AdWords. As a result, AdWords users may run into errors on the Data & Integrations page. All other integrations are operating normally.
Report: "Some customers seeing issues with accessing Whatsapp Twilio Content Templates"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
We are continuing our investigation, thank you for your patience!
We are continuing to investigate this issue.
We're getting reports from some customers that they're getting an error "Twilio Not Available" when trying to select a Content Template. We're investigating this issue now.
Report: "Some customers seeing issues with accessing Whatsapp Twilio Content Templates"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
We are continuing our investigation, thank you for your patience!
We are continuing to investigate this issue.
We're getting reports from some customers that they're getting an error "Twilio Not Available" when trying to select a Content Template. We're investigating this issue now.
Report: "fly.customer.io inaccessible"
Last updateA fix has been implemented and we are continuing to monitor.
We’re currently investigating reports that fly.customer.io is not accessible.
Report: "Fly (UI) is currently unavailable"
Last update## Incident Summary On Friday May 30th, 2025, between 16:15 UTC and 16:31 UTC customers may have experienced errors when accessing the Customer IO application. The issue did not affect data processing or any other functionality of the system. ## Root Cause An update with a flaw was deployed to the Customer IO application which results in the user interface being unavailable for some users. ## Resolution and Recovery While investigating the issue the team rolled back to the previous version of the application at 16:31 UTC. This resolved the issue, and all users could use the application. Once the code error was identified the team corrected the code and re-deployed the application at 17:40 UTC. There were no further errors after 16:31 UTC. ## Corrective and Preventative Measures The team has identified improvements to validation of code changes in efforts to eliminate code errors being deployed to production systems. In addition, improvements to system monitoring were identified to be notified more proactively when the system is returning errors. These improvements are prioritized and tracked in our internal development process queue.
This incident is resolved. Thank you for your patience and our apologies for the inconvenience!
A fix has been implemented and we are monitoring the results.
Our team is aware of an issue with accessing workspaces and are investigating now. Thank you for your patience!
Report: "fly.customer.io inaccessible"
Last updateA fix has been implemented and we are continuing to monitor.
We’re currently investigating reports that fly.customer.io is not accessible.
Report: "Fly (UI) is currently unavailable"
Last updateThis incident is resolved. Thank you for your patience and our apologies for the inconvenience!
A fix has been implemented and we are monitoring the results.
Our team is aware of an issue with accessing workspaces and are investigating now. Thank you for your patience!
Report: "Customers may experience issues accessing the UI"
Last updateThis incident has been resolved.
We are investigating the issue. Processing and sending is not impacted.
Report: "Customers may experience issues accessing the UI"
Last updateThis incident has been resolved.
We are investigating the issue. Processing and sending is not impacted.
Report: "Delayed processing for a small proportion of customer initiated actions and data ingestion"
Last updateMonitoring indicates services are healthy. The incident is now closed.
A fix has been implemented and we are monitoring the results
A small proportion of customers may experience degraded capabilities for data ingestion and customer initiated actions for your service.
Report: "Some customers are experiencing an error when making edits in the Code (HTML) Editor"
Last updateThis incident has been resolved.
Our resolution has been pushed to production now. We're now checking with customers to see if they're still experiencing the issue before resolving.
Our engineers are aware of an issue that is causing the Code Editor to return a "Something went wrong" error when trying to edit the message header settings (From, Subject, etc.). We've identified the issue and are working quickly to get it resolved.
Report: "Delays in sending and UI experience"
Last updateThe issue has been resolved.
The issue has been fixed and the team is monitoring to ensure all data is processing properly. The access to the user interface and APIs is restored.
Some customers in the US datacenter are experiencing delays in message sending and may experience interruptions when using the user interface or APIs. The team has identified the issue and are working towards a solution.
Report: "Issues with Design Studio - EU Region"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
We are currently investigating an issue where template previews are not rendering for customers using the Design Studio editor in our EU region. Message sending is not affected; just creating/editing templates in Design Studio. Drag-and-drop, Rich-Text, and Code editors are unaffected.
Report: "Some workspaces may experience delays in track event processing."
Last updateThis incident has been resolved.
We are currently investigating this issue.
Report: "API Requests Failing"
Last updateThe issue has been resolved.
A fix has been delivered and the team is monitoring to ensure no further issues.
The Journeys application is experiencing some issues with API requests in both the US and EU data centers. The team has identified the issue and is working towards a resolution.
Report: "Message sending delays"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
We're currently investigating an issue that is causing delays between Transactional API requests being received and messages being sent.
Report: "Account Creation Process Faulty"
Last updateThis incident has been resolved.
The account creation process for Customer.io is experiencing some issues, preventing the accounts from being created. The team is investigating the issue.
Report: "Account Creation Faulty"
Last updateThe incident has been resolved.
A fix has been implemented and the team is now monitoring the situation to ensure no further issues arise.
The account creation process for Customer.io is experiencing some issues preventing the accounts from being created. The team is investigating the issue.
Report: "New accounts experiencing issues navigating UI"
Last updateThe issue has been resolved.
The issue affects new accounts' ability to navigate around the workspace. Team continues to investigate.
We are aware of the issues with creation of new accounts for some customers. Team is investigating.
Report: "Sending Delays"
Last updateThis issue is now resolved. Message sending and access to the management interface is functioning properly.
Some customers in the US region have experienced sending delays and access to the UI may have been intermittent. The team has found the issue, updated the system and is now monitoring.
Report: "Issues with Parcel code editor and 'Design Studio' interface"
Last updateThe engineers have deployed a fix in all regions, the Parcel code editor and the 'Design Studio' should now all be fully operational.
Some backend API calls are failing, the Engineers have identified the issue and are working on a fix.
Report: "Investigating reports with intermittent loading of the drag-and-drop editor"
Last updateThis incident has been resolved.
We are currently investigating an issue impacting the drag-and-drop editor. The team is working on resolving the issue as quick as possible.
Report: "We're investigating reports of unexpected changes to segment membership metrics."
Last updateThis incident has been resolved.
We have fixed the root cause and will be reaching out to impacted customers.
A fix has been implemented and we are monitoring the results.
We have identified the issue and continuing to investigate.
We are currently investigating this issue.
Report: "Data processing in EU Region is delayed"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
We've identified an issue in our EU Region where our servers are processing data, albeit slowly. No data is lost, data processing into workspaces is delayed, as are Transactional deliveries.
Report: "New account and workspace creation is affected."
Last updateAccount and workspace creation are working as expected again. The incident has been resolved.
A fix has been deployed and we are monitoring the health of the systems.
The team has identified the issue and is in the process of deploying a fix.
Some customers may experience issues creating new accounts and / or workspaces. We are aware of the issue and are actively working on a fix.
Report: "Sending and Processing impacted for some customers in the EU Data Center"
Last updateThe incident is now resolved.
Our team has released a fix and all delayed data has finished processing. We are currently monitoring for System Stability
We are investigating some delays with data sending and processing for a subset of customers on our EU Data Center
Report: "The UI is not loading for some workspaces in the EU Data Center Region"
Last updateOnly the UI access was impacted — the engineers have deployed a fix.
The team is working on a fix
Report: "Some customers are seeing issues with Events created from Campaign Actions"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
We are currently investigating this issue.
Report: "Investigating issue loading UI"
Last updateThis incident has been resolved.
We have identified the issue to resolve the error and are currently monitoring.
We are currently investigating an issue loading the Customer.io UI in the US and EU regions. The system is still accepting data and messages continue to send.
Report: "Intermittent issue creating in-app messages using Legacy in-app editor"
Last updateThe incident is resolved.
The team has implemented an update and is currently monitoring.
We have identified an intermittent issue creating new in-app messages with the Legacy in-app message editor. In-app messages created with the Visual in-app editor are not affected. Message sending is not impacted.
We are currently investigating an intermittent issue creating new in-app messages with the legacy in-app message editor. Message sending is not affected.
Report: "Issues saving content on the EU Data Center"
Last updateThis incident has been resolved.
We are continuing to monitor for any further issues.
Our team has released a fix and we are currently monitoring system stability.
Our team is currently investigating reports of Email Templates not saving as expected.
Report: "Issue loading email editors and saving emails for some US customers."
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
Some customers in the US may be experiencing intermittent issues where some email editors may not load or save messages.
Report: "Some US customers may experiece issues accessing their Workspace and message delays"
Last updateThis incident has been resolved.
We’re investigating an issue that is affecting some US customers where they may run into an issue with accessing their Workspace UI, as well as message delays. We’ll update again as soon as possible.
Report: "Customer.io Journeys UI is not available for EU customers"
Last updateThe issue is now resolved.
A fix has been released, and our team is closely monitoring the system's stability.
Our team has identified the root cause and we are currently working on a fix.
Our team is investigating Customer.io Journeys UI not being available for some of our customers in the EU Data Center.
Report: "Some Delays in processing data on the EU Data Center"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
Our team is currently investigating some delays we're noticing in processing data that is impacting some of our Customers on the EU Data Center. All data are being received as expected, no data are being lost.
Report: "Intermittent errors on https link tracking"
Last updateThe issue has been resolved.
Our team has implemented a solution for the issue. We are currently monitoring for System Stability.
Our team has identified the reason behind the issue. We are currently working on a fix to mitigate the errors.
We're continuing to investigate an issue affecting some customers, where links with custom HTTPS tracking may return in errors. We're working to resolve this as quickly as possible.
We are looking into an issue impacting a subset of our customers where links with custom https link tracking may return errors. Our team is currently investigating
Report: "Some customers are experiencing errors when previewing templates"
Last updateWhen viewing email templates, some customers have reported that the previews are not rendering and are showing an error message. We were able to identify the issue and have resolved it. If you are seeing any further issues, please contact our support team.
Report: "Some customers may experience data delays"
Last updateThe issue has been resolved.
Our team has found a solution for the issue. We are currently monitoring for System Stability.
Our team has identified the reason behind the issue. We are currently working on a fix to mitigate the delays.
We are looking into an issue impacting a subset of our customers where there's a delay in processing and sending data. Our team is currently investigating
Report: "Delayed message deliveries for some EU Customers"
Last updateThis incident has been resolved.
The issue has been identified and a fix is being implemented.
Some EU customers may experience delays in messages being delivered. We are working on resolving the issue.
Report: "Some customers in the EU having issues accessing their Workspaces"
Last updateThis incident has been resolved.
We received reports that some Workspaces in our EU region were temporarily inaccessible via UI. We've identified the issue and have deployed resolution. Thank you for your patience!
Report: "Delays Sending Push Newsletters"
Last updateSome EU customers may have noticed delays sending push newsletters between Monday, Oct 28 at 5:00 AM UTC and Tuesday, Oct 29 at 4:40 PM UTC. The issue has been resolved and push newsletters are now processing normally.
Report: "Login Page currently inaccessible"
Last updateThis incident is resolved. We apologize for the inconvenience and thank you for your patience!
We are continuing to monitor for any further issues.
We've deployed a resolution for the issue. The login page is accessible once again.
If you're trying to log in currently via https://fly.customer.io/login, we're aware that there is currently an error preventing login. We're investigating this issue now.
Report: "Form Submissions are not triggering campaigns"
Last updateThe incident has been resolved. Form submission campaigns are fully operational.
Our team identified the source of the issue and a fix has been deployed. Journeys are triggering as expected. We're monitoring for any contrary reports.
Our engineering team is currently investigating an issue that is preventing custom form submissions to not triggering the campaigns associated
Report: "Delays creating new connections in CDP for EU Customers"
Last updateThe system is stable and the incident is now resolved.
Our team has released a fix that resolves the issue. We are currently monitoring system stability.
Our team has identified the issue and is in the process of releasing a fix.
Our team is currently investigating an issue that can cause delays in creating new workspaces, destination mappings, and API Credentials in Data Pipelines for EU Customers
Report: "US Customers Experiencing 500 Errors"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
The issue has been identified and a fix is being implemented.
US customers may experience 500 errors for some requests. We are currently investigating this issue and will provide frequent updates on our progress.
Report: "US Customers Experiencing 500 Errors"
Last updateUS customers may have experienced 500 errors for some requests. The issue has been resolved and the systems is processing normally.
Report: "Service Disruption on the EU Data Center"
Last updateThe issue is now resolved and the system is fully operational.
Our team has released a fix that should see the system stabilized and we are currently monitoring for further reports of issues.
Our team is aware of and is investigating reports of delays and service disruptions on the EU Data Center.
Report: "Delays processing messages for US customers"
Last updateUS customers may have experienced delays in messages being sent. We detected and resolved the issue and the system is back processing messages timely.
Report: "Email Delivery in EU experiencing delays"
Last updateThis incident has been resolved.
The issue resolution is in place. We will continue to monitor until the email queues are cleared, bringing sending fully back up to speed.
We are continuing to monitor this issue and thank you for your continued patience.
Customers in our EU region will see delays with email sending currently. The issue has been identified and we will keep our customers apprised with updates as they become available. Thank you for your patience.
Report: "Parcel HTML Editor not loading"
Last updateWe identified an issue that was preventing the HTML editor from appearing. This did not affect message sending; just editing. Our teams worked quickly to identify the issue and resolve it. This issue is now resolved.
Report: "Customers unable to enable In-App messaging."
Last updateCustomers were unable to enable In-App messaging. There was no impact for existing In-App users, In-App messages were being delivered without issue. The issue has been identified and resolved.
Report: "Sending is delayed in EU"
Last updateThis issue is now resolved and message sending is now progressing as expected.
The team has fixed the issue and message sending is now progressing as expected. The team will continue to monitor for any further issues.
Some customers may experience a delay in sending. This is only affecting the EU region. All other features of Journeys is functioning fine. The team is investigating the issue.
Report: "US Region Customer.io Data Pipelines - Delays in data processing"
Last updateThe latency has decreased and data is processing as expected.
Data Pipelines customers in the US data center may see delays in data processing. There is no data loss.
Report: "Some US customers experiencing delays"
Last updateThis incident has been resolved
The issue has been resolved and service has been restored. We will continue to monitor closely.
Some customers in the US region have experienced some delays in message deliveries due to a server becoming unresponsive. The issue has been identified and resolution is underway by our engineering team. This will result in some minor delays, but no data loss.
Report: "User-Interface is currently unavailable"
Last updateThis incident has been resolved. We apologize for the inconvenience and thank you for your patience!
A fix has been implemented and we are monitoring the results.
The issue has been identified and a fix is being implemented.
Our interface, https://fly.customer.io, is currently unavailable. We are investigating. There is no data loss or sending delays.