CommCare HQ incident
Degraded performance on CommCare HQ: Outgoing SMS failing due to a Syniverse SMS gateway issue
Resolved after 2 days 22 hours, affecting SMS / Messaging and SMS / Messaging and 1 more, on October 2, 2026.
This issue has been resolved. Outgoing SMS sent through Syniverse, our third-party SMS gateway vendor, are being delivered successfully again. If you still see "Error – Gateway error" in Messaging reports, please contact support at [email protected]. Thank you for your patience.
Affected components
Update timeline
- identified Oct 02, 2026, 06:42 AM UTC
We are currently experiencing an issue on CommCare HQ where outgoing SMS sent through our third-party SMS gateway vendor, Syniverse, are failing to send. Affected messages show a status of "Error – Gateway error" in Messaging reports. Our investigation shows that the issue is on Syniverse's side. We have shared diagnostic information and are working with them to get this resolved. We apologize for the inconvenience and will share further updates here as they become available.
- resolved Oct 05, 2026, 05:10 AM UTC
This issue has been resolved. Outgoing SMS sent through Syniverse, our third-party SMS gateway vendor, are being delivered successfully again. If you still see "Error – Gateway error" in Messaging reports, please contact support at [email protected]. Thank you for your patience.
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