Captivated Outage History
Captivated is up right nowPingoru has recorded 11 incidents for Captivated: 4 in the last 12 months and 1 in the last 90 days.
Show as a table
| Month | Incidents | Hours with an open incident |
|---|---|---|
| April 2026 | 0 | 0 of 720 (0%) |
| May 2026 | 1 | 0 of 744 (0%) |
| June 2026 | 0 | 0 of 720 (0%) |
| July 2026 | 1 | 0 of 744 (0%) |
| August 2026 | 1 | 0 of 744 (0%) |
| September 2026 | 0 | 0 of 720 (0%) |
| October 2026 | 1 | 11 of 744 (1%) |
| November 2026 | 0 | 0 of 62 (0%) |
Incidents, newest first
Major October 23, 2026 App Outage Due to Infrastructure Capacity Issue 11h 2m
Started Oct 23, 2026, 02:58 PM UTC· resolved Oct 24, 2026, 02:00 AM UTC
- resolved Oct 23, 2026, 03:00 PM UTC
On Friday, October 23, from about 10:58 AM to 12:15 PM ET, the Captivated app was unavailable or degraded for customers. The cause was our own infrastructure, not AWS. A supporting system ran out of capacity after a credential expired. We restored service in about 75 minutes and increased capacity on the affected system. We're also putting changes in place so this type of failure can't happen the same way again, and adding automated uptime measurement. We apologize for the disruption and thank you for your patience.
- postmortem Oct 28, 2026, 06:15 PM UTC
## Summary On Friday, October 23, 2026, real-time chat and in-app updates in Captivated were unavailable from about 10:58 AM to 12:15 PM ET. The outage was caused by our own infrastructure, not AWS. A supporting system the app relies on ran out of capacity after an expired credential caused a buildup of failed background jobs. We restored service in about 75 minutes by increasing that system's capacity. This outage was preventable, and we own it. Our customers trust Captivated to be available when their businesses need it, and on Friday we didn't meet that standard. Below is what happened, what we've already fixed, and what we're changing so this type of failure can't happen the same way again. ## Customer impact * **Real-time chat and in-app updates:** unavailable Friday, October 23, from about 10:58 AM to 12:15 PM ET. * **iOS push notifications:** not delivered from Thursday, October 22 at about 11:00 AM to Friday, October 23 at about 10:00 PM ET \(about 35 hours\). * **Scheduled messages:** 145 scheduled messages failed to send during the outage. We reviewed every one. 113 were resent or replaced by a similar message the sender sent afterward, and in the remaining 32 conversations the sender followed up with at least one more message, so no conversation was left without a follow-up. * **Sign-in and reconnection:** from about 11:20 AM to 12:15 PM ET, some customers on shared office networks were temporarily blocked by our security protections, which reacted to the surge of reconnection attempts. ## What happened On Thursday morning, a credential we use to send iOS push notifications expired. Every iOS notification after that failed and was automatically retried. The data from those retries built up in a supporting system that was already running close to its capacity, and we did not have an alert on its usage. By Friday morning that system was full and began rejecting new data. The service that powers real-time chat didn't handle those errors gracefully and restarted repeatedly. The surge of devices trying to reconnect added further load until we increased capacity. ## Timeline \(ET\) * **Thu 10/22, ~11:00 AM:** The iOS push credential expires and iOS notifications stop delivering. Usage in the supporting system begins to rise. * **Fri 10/23, ~10:58 AM:** The system reaches capacity. Real-time chat and in-app updates become unavailable. * **Fri, ~11:20 AM:** Some traffic from shared office networks is temporarily blocked during the reconnection surge. * **Fri, 11:41 AM:** We begin a capacity upgrade. The system stays online during the change. * **Fri, ~12:15 PM:** The upgrade completes and service is restored. * **Fri, ~10:00 PM:** The push credential is renewed and iOS notifications resume. * **Mon 10/26:** The system has run stable at under half of its capacity since Friday, with no recurrence. ## What we've already done * Increased capacity on the affected system, which now runs at under 50% usage. * Renewed the iOS push credential. * Added an alert that notifies our team well before this system nears capacity. * Reviewed and accounted for all 145 affected scheduled messages. ## What we're doing next * **Preventing the trigger:** moving iOS push notifications to an authentication method that doesn't expire, and limiting how many times a failed notification is retried. * **Keeping capacity healthy:** setting limits on how long temporary data is kept, and keeping usage well below capacity. * **Failing gracefully:** updating our real-time chat service so it keeps running through this kind of error instead of crashing. * **Protecting scheduled messages:** changing scheduled sends so a failure is retried or raises an alert instead of being dropped silently. * **Better monitoring:** expanding monitoring across our infrastructure, reviewing our alerts so the important ones get immediate attention, and adding automated uptime measurement of our core functions \(signing in and using the app, real-time chat, messaging, and API access\). * **Faster response:** writing an incident runbook and training more of our team to respond to production issues. We're sorry for the disruption this caused you and your customers. If you have any questions, please reach out to our support team.
Notice August 4, 2026 Booking Issues on External Booking Site 2h 2m app.captivated.works
Started Aug 04, 2026, 06:04 PM UTC· resolved Aug 04, 2026, 08:07 PM UTC
- investigating Aug 04, 2026, 06:04 PM UTC
We're currently investigating an issue affecting bookings on our external booking site, provided by Nylas. Users may see a "failed to fetch customizations" error when attempting to book. This appears to be tied to a broader incident on Nylas's end — we've confirmed no recent changes on our side, and Nylas's own status indicates a larger outage. We're monitoring their status and will update here as we know more.
- monitoring Aug 04, 2026, 06:40 PM UTC
Nylas has pushed a fix for the underlying issue affecting bookings on our external booking site. We're currently monitoring to confirm the "failed to fetch customizations" error is fully resolved and will update this page once we're confident the issue is behind us.
- resolved Aug 04, 2026, 08:07 PM UTC
This incident has been resolved.
Notice July 30, 2026 Video Chat Service Disruption 4h app.captivated.works
Started Jul 30, 2026, 09:19 PM UTC· resolved Jul 31, 2026, 01:20 AM UTC
- investigating Jul 30, 2026, 09:19 PM UTC
We're currently investigating an issue affecting video chats and related messaging features. Some users may experience failures when attempting to start or join video calls. Our team has identified the root cause and is working on a resolution. We'll post an update as soon as we have more information.
- monitoring Jul 31, 2026, 12:43 AM UTC
We've applied a fix for the issue affecting video chats. We're currently monitoring to confirm full resolution and will update this page once we've verified the fix.
- monitoring Jul 31, 2026, 01:19 AM UTC
This issue has been resolved and video chats are fully operational. We apologize for any inconvenience this may have caused.
- resolved Jul 31, 2026, 01:20 AM UTC
This incident has been resolved.
Notice May 21, 2026 Downstream Provider Incident –
Started May 21, 2026, 07:00 PM UTC· resolved May 21, 2026, 07:00 PM UTC
- resolved May 21, 2026, 07:00 PM UTC
For a brief period of time, an isolated incident with a downstream provider resulted in a small subset of 10DLC Messages to fail to deliver as expected. Traffic has since recovered and we consider this incident resolved.
Minor October 20, 2025 AWS Outage Impacting Services 1d app.captivated.works, Message Sending, Message Receiving
Started Oct 20, 2025, 03:31 PM UTC· resolved Oct 21, 2025, 03:46 PM UTC
- investigating Oct 20, 2025, 03:31 PM UTC
We are currently experiencing service disruptions due to an ongoing AWS outage affecting multiple regions. Our team is actively monitoring the situation and working to restore full functionality as quickly as possible. We’ll post additional updates here as more information becomes available.
- investigating Oct 20, 2025, 03:47 PM UTC
Realtime Degradation — We’re investigating intermittent WebSocket disconnects linked to upstream cloud provider issues. You may see delayed/live updates fail to load. We’re rebalancing traffic now and will update when stabilized.
- monitoring Oct 20, 2025, 06:39 PM UTC
Our metrics remain stable and AWS has indicated they have identified the issue and a fix. However, residual issues persist across several dependent vendors still recovering from the earlier outage. Traffic is flowing normally, though some requests may continue to experience intermittent latency or retries. We’ll continue to monitor until all upstream providers confirm full resolution.
- resolved Oct 21, 2025, 03:46 PM UTC
This incident has been resolved.
Notice October 3, 2025 Deployment Regression: Contact Records Missing Phone Numbers 9h 30m app.captivated.works, Message Sending
Started Oct 03, 2025, 03:00 AM UTC· resolved Oct 03, 2025, 12:30 PM UTC
- resolved Oct 03, 2025, 12:23 PM UTC
Between 11:00 PM ET on October 2 and 8:20 AM ET on October 3, new contact records were not being created correctly. In some cases, contacts were saved without phone numbers. The issue was caused by a recent deployment. Once detected, we rolled out a fix to restore normal behavior. All new contacts created after 8:30 AM ET on October 3 are persisting correctly. Some contacts created during the incident window may be incomplete or missing. Unfortunately, phone numbers entered during this time were not recoverable. We apologize for the disruption and thank you for your patience.
Minor September 27, 2025 API message Sends 2d 10h
Started Sep 27, 2025, 03:00 AM UTC· resolved Sep 29, 2025, 01:15 PM UTC
- resolved Sep 29, 2025, 01:15 PM UTC
Between late Friday, September 26, and Monday morning, September 29, API-originated messages (including scheduled sends) failed to deliver due to a defect introduced in a deployment. The issue did not result in data loss, but messages attempted during this period were not sent. Service was fully restored on Monday morning. We apologize for the disruption and are implementing additional safeguards to prevent similar issues in the future.
Minor July 24, 2025 Intermittent App Slowness Due to Search Performance Degradation 8h 40m app.captivated.works, Message Sending, Message Receiving
Started Jul 24, 2025, 01:58 PM UTC· resolved Jul 24, 2025, 10:39 PM UTC
- identified Jul 24, 2025, 01:58 PM UTC
We are currently experiencing degraded performance in parts of the application due to increased load on our search infrastructure. This may result in slower loading times, delayed search results, or occasional timeouts. Our team has identified the issue and is actively working on a resolution. We appreciate your patience and will provide updates as we make progress.
- monitoring Jul 24, 2025, 06:56 PM UTC
We’ve implemented a fix to address degraded performance with searching. Initial testing shows improved results, and we are actively monitoring to ensure continued stability.
- resolved Jul 24, 2025, 10:39 PM UTC
This incident has been resolved.
Major May 27, 2025 Form Integration Outage 16h 24m app.captivated.works
Started May 27, 2025, 10:01 PM UTC· resolved May 28, 2025, 02:26 PM UTC
- investigating May 27, 2025, 10:01 PM UTC
We are currently investigating this issue.
- identified May 27, 2025, 10:06 PM UTC
This issue stems from a rate limit from our forms provider, Jotform. We anticipate this issue being resolved this evening as that rate limit expires.
- monitoring May 28, 2025, 01:28 PM UTC
We believe this to be resolved and are now monitoring.
- resolved May 28, 2025, 02:26 PM UTC
This incident has been resolved.
Notice April 22, 2025 This is an example incident 10m
Started Apr 22, 2025, 04:00 PM UTC· resolved Apr 22, 2025, 04:10 PM UTC
- monitoring Apr 22, 2025, 04:00 PM UTC
Let your users know once a fix is in place, and keep communication clear and precise.
- identified Apr 22, 2025, 04:06 PM UTC
As you continue to work through the incident, update your customers frequently.
- resolved Apr 22, 2025, 04:10 PM UTC
Empathize with those affected and let them know everything is operating as normal.
- investigating Apr 22, 2025, 04:36 PM UTC
When your product or service isn’t functioning as expected, let your customers know by creating an incident. Communicate early, even if you don’t know exactly what’s going on.
Notice February 28, 2025 Frontend Application Downtime 5h 11m
Started Feb 28, 2025, 08:12 AM UTC· resolved Feb 28, 2025, 01:23 PM UTC
- resolved Feb 28, 2025, 01:23 PM UTC
The Captivated web application was unavailable for approximately 5 hours and 11 minutes, from 3:12 AM to 8:23 AM ET. During this time, users attempting to access app.captivated.works may have seen a standard Heroku error page and been unable to log in or use the application. Service has since been restored, and we are reviewing the incident to better understand the cause and prevent future interruptions.