Braze experienced a notice incident on April 15, 2025 affecting Email and SMS and 1 more component, lasting 17h 38m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- monitoring Apr 15, 2025, 10:45 PM UTC
Issue Overview On April 11th, 2025, we released an update that inadvertently introduced a bug affecting Canvas configurations. Unfortunately, this update erroneously added Exit Criteria filters to Canvas Entry Criteria filters for active Canvases with Exit Criteria. This resulted in users who should have qualified for canvas steps being aborted out of impacted canvases and not receiving messages they otherwise qualified for. Current State and Next Steps The issue itself has been mitigated as of 15:28 UTC on Monday, April 14th, so that the unexpected behavior is no longer actively impacting new canvases. With respect to impacted canvases, we are still working to determine the full scope of the impact and the appropriate steps that can be taken to remediate that impact. We understand the impact that this has on you and are working urgently and with executive oversight to resolve all impacts as quickly as possible. Please know that this is a top priority for our engineering organization. We appreciate your partnership and patience while we continue to work through remediation of the remaining impact caused by this issue.
- monitoring Apr 16, 2025, 02:39 AM UTC
Earlier this evening, our engineering team completed the impact analysis from this issue, which caused some Canvases that had Exit Criteria to not enter new users. As of approximately 7:30pm ET, we had restored more than 99% of the impacted Canvases to their original and correct state. A small number of customers have received direct outreach from us regarding certain Canvases that were not modified by our team and we will handle next steps directly with them. We will continue monitoring and provide a final update in the morning Eastern time.
- resolved Apr 16, 2025, 04:23 PM UTC
Our engineering team has completed all necessary restorations for the Canvases affected by the Exit Criteria issue. As of 7:30pm ET yesterday, we had successfully restored more than 99% of impacted Canvases to their correct state. We are now working directly with the remaining affected customers to address their specific situations and will complete all customer communications by the end of the day. This incident is now resolved. We appreciate your patience throughout this process and apologize for any disruption this may have caused.