CareHQ incident
Indicident at Twilio effect SMS, WhatsApp and voice functionality
CareHQ experienced a minor incident on October 20, 2025 affecting CareHQ App, lasting 4h 48m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Oct 20, 2025, 08:26 AM UTC
Our service provider for SMS, WhatsApp and voice calls (Twilio), is currently experiencing an outage (details can be found here: https://status.twilio.com/). This means: Users may experience issues or delays when sending SMS messages. Inbound SMS messages may be delayed or not received. Automated SMS, WhatsApp and Voice reminders are currently delayed or failing to be sent. We’re are continuing to monitor the situation and will provide an update once more information is available.
- monitoring Oct 20, 2025, 10:44 AM UTC
The underlying cause of the issue has now been resolved and we are seeing fewer issues with SMS, however, a backlog of requests at Twilio means that we are still seeing some issues. We are continuing to monitor SMS functionality.
- resolved Oct 20, 2025, 01:15 PM UTC
Twilio have confirmed that programmable messaging functionality is now restored and we are no longer seeing errors relating to SMS messaging on CraeHQ. We will continue to monitor for the next 24 hours.