Braze Outage History

We have implemented a fix to mitigate the impact of the ongoing AWS incident in Availability Zone (use1-az4) in the US-EAST-1 region. At this point, latency and error rates have returned to normal levels for all services. Additionally, AWS is reporting early signs of recovery. Please see https://health.aws.amazon.com/health/status for more details.

Our engineering team have released a fix and Agent Console auto models are now recovering. We are continuing to monitor the situation.

Braze Engineers continue to monitor the ongoing SMS delivery delays affecting multiple networks across European countries. This remains an active Twilio incident, and our team is closely tracking their progress. Twilio has identified the cause and is actively working to resolve the issue. They state that delivery delays to multiple networks continue in Romania, Serbia, Poland, Bosnia and Herzegovina, and Cabo Verde. The incident has been resolved, and latency has returned to normal in all other countries. Braze's next update on the issue will be 10 UTC on 9 May 2026. For real-time updates from Twilio, please refer to: https://status.twilio.com/incidents/shhrhbqxflt1

SMS sending delays have been resolved for the majority of countries and sending has returned to normal. SMS delivery delays continue to impact Romania, Serbia, Poland, Bosnia and Herzegovina, and Cabo Verde. For real-time updates from Twilio, please refer to: https://status.twilio.com/incidents/shhrhbqxflt1

Braze engineers have identified the issue. Services remain degraded but are improving.

Braze engineers are processing the remaining backlog of messages. Data processing remains in a degraded state due to backlog and latency issues.

Braze engineers are continuing to work through the remaining messages in the backlog. We are now seeing improvements in processing speeds, though data processing remains in a degraded performance state while the backlog is fully cleared.

We have begun receiving responses in cases that were delayed by this incident. Case creation via email is now being processed. Support is actively working through the backlog of requests and follow-ups created during the disruption.

As of 17:47 UTC, Braze Engineers have implemented a fix and are monitoring service health for improvement.

As of 15:12 ET, Braze engineers have implemented a fix and are continuing to monitor service health for improvement.

As of 16:47 ET, Braze engineers have implemented a fix and are continuing to monitor service health for improvement.

The errors have stabilised to normal operating levels. We are continuing to monitor the situation closely and are actively investigating with our networking provider.

Dashboard Service has been restored since 10:43 ET. Braze Engineers are continuing to monitor the stability of services.

Braze is aware of an active incident with Google that is impacting how emails are delivered and filtered in Gmail. Emails that should normally land in the Promotion Tab are being sent to the Primary Tab. In addition, Gmail users might see banners indicating that spam checks are missing. Gmail is actively working on correcting this issue. More details about Gmail’s active incident can be found here: https://www.google.com/appsstatus/dashboard/incidents/NNnDkY9CJ36annsfytjQ Impact on Braze customers: This could lead to an increase in Spam complaints or Unsubscribes from recent emails delivered to Gmail, depending on consumer reaction. The Braze product continues to operate as expected. We will continue to monitor this incident and share an update as soon as one is available.

SparkPost's revert successfully resolved this issue, and we have seen bounce rates return to normal levels, and no instances of the specific error code as of 9:42 PM ET. Our engineering teams will continue to monitor the situation to ensure the issue does not recur.

Between 10:26 ET to 10:43 ET users may have experienced errors when trying to access the Braze Dashboard on the US05 Cluster. Service has now been restored and Engineers continue to monitor.

The REST API and SDK Data Collection has returned to normal operation and engineers are continuing to monitor services. Any SDK API requests that returned an error will have been automatically retired. Any REST API requests that received an error will need to be retried.

The Braze Engineering team have implemented a fix and are monitoring the results. Since 19:46 ET errors have dropped and services are operating normally.

Starting at 16:55 ET Braze Engineers identified an issue impacting the US02 Dashboard and SDK. At 17:18 ET Engineers implemented a fix and services have returned to normal operation. Engineers are continuing to monitor service stability.

At approximately 5:09 PM EST, a recent change introduced increased latency in outbound messaging. A fix has been deployed, and service performance is rapidly returning to normal operating levels. We will continue to monitor the system to ensure full resolution.

As of 3:13PM ET, Cloudflare has implemented a fix and is monitoring the results. Braze Engineers will continue monitor service health.

Braze Engineers are investigating an issue where customers might have experienced issues within the Dashboard and time series data not updating properly. Message sending and data processing were not impacted. A fix has been implemented and we are monitoring the results. Some customers may have experienced intermittent errors accessing the dashboard between approximately 12:15PM to 1:15PM EST. In addition, some time series graphs may have experienced latency updating between approximately 1:00PM to 1:24PM.