Aircall experienced a major incident on October 20, 2025 affecting Inbound Calls and Outbound Calls and 1 more component, lasting 23h 39m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Oct 20, 2025, 07:07 AM UTC
We are currently investigating an issue with call and messaging connection.
- identified Oct 20, 2025, 07:17 AM UTC
The issue has been identified as caused by our communication platform provider responding with error code 500 to a subset of our connection requests. We are in communication with our provider, and we will provide further details as soon as progress is made.
- identified Oct 20, 2025, 07:42 AM UTC
Our communication platform provider is being impacted by an issue with a worldwide infrastructure provider. This issue with the worldwide infrastructure provider is directly impacting Aircall Analytics.
- identified Oct 20, 2025, 08:34 AM UTC
We continue to work with our providers to try to mitigate the impact of the infrastructure provider. The impact is spread across different internet-based services, and they are addressing it with the highest priority. We will provide further details as soon as progress is made.
- identified Oct 20, 2025, 09:01 AM UTC
The infrastructure provider has identified the issue as being related to a DNS resolution service and applied a fix. We will provide further details as soon as progress is made.
- identified Oct 20, 2025, 09:58 AM UTC
We start to observe signs of recovery. Connectivity rates are increasing for Messaging. We continue to monitor the Analytics and Calling services.
- identified Oct 20, 2025, 10:37 AM UTC
We are seeing partial recovery as our communication platform provider is scaling systems to handle the influx of traffic. Users may notice Inbound and Outbound calling improvements.
- monitoring Oct 20, 2025, 11:42 AM UTC
We can confirm that most of the Calls and Messages are connecting. Analytics may still present some delays in loading historical data due to queued requests. We continue to be in contact with our providers, and we're actively monitoring the system performance to ensure full resolution.
- monitoring Oct 20, 2025, 12:36 PM UTC
All the services have been recovered to regular performance, including Analytics.
- monitoring Oct 20, 2025, 02:13 PM UTC
We are seeing service degradation on Calling service, and we're currently investigating it.
- identified Oct 20, 2025, 03:07 PM UTC
We continue to monitor the system and we can observe some sporadic issues with Calls and Call Controls.
- identified Oct 20, 2025, 04:37 PM UTC
There is currently intermittent impact on a subset of inbound and outbound calls. We continue to be in contact with our providers to ensure full system stabilization.
- identified Oct 20, 2025, 05:25 PM UTC
Customers may be experiencing some issues with Calling (Dequeuing, Call Controls, etc) due to the degradation of response times of our communication platform. We are working with our providers to stabilize their services and we will provide further updates about the as soon as progress is made.
- identified Oct 20, 2025, 07:10 PM UTC
One of our real time messaging providers is being impacted by the AWS incident which causes Aircall Users to currently experience issues with Agent Status and Call Controls. We are working with our providers to stabilize their services and we will provide further updates about the as soon as progress is made.
- monitoring Oct 20, 2025, 08:09 PM UTC
Our messaging provider has recovered from the issue caused by the AWS incident. Agents should now see recovery in Agent Status updates and Call Controls. We are closely monitoring the situation to ensure full stability and will provide another update once we confirm everything is functioning as expected.
- resolved Oct 21, 2025, 06:46 AM UTC
System performance has remained stable during the past hours of monitoring. We appreciate your patience and understanding while we worked with our Providers to restore normal functionality. If you continue to experience any related issues, please reload the app, and in case the issue persists, don’t hesitate to reach out to our Support team for further assistance.