Unable to log-in on VoIPCube

Update timeline

1. investigating Jun 11, 2026, 08:14 AM UTC

   We are currently investigating a potential incident affecting VoiPCube. At this time, the specific regions and the extent of the impact are not yet confirmed. Our teams are actively working to identify the scope of the issue and we will provide updates every 60 minutes as we gather more information. Thank you for your patience as we work to address this matter. Dstny Support

2. identified Jun 11, 2026, 08:14 AM UTC

   We have identified the root cause of the incident and are currently preparing an emergency fix to address the issue. We will provide an additional update within the next 60 minutes. Thank you for your continued patience and understanding as we work to resolve this matter. Dstny Support

3. monitoring Jun 11, 2026, 09:26 AM UTC

   We are writing to inform you that an issue occurred earlier affecting VoIPCube in the EU West and Nordics regions. The incident has been fully resolved, and services have been restored. This may have caused login issues for users attempting to access the platform. We will continue to monitor the situation for the next 24 hours to ensure there is no further impact. Thank you for your understanding, and we appreciate your continued patience. If you have any questions or concerns, please don’t hesitate to contact our support team. Dstny Support

4. resolved Jun 12, 2026, 10:45 AM UTC

   We are pleased to confirm that this incident affecting VoIPCube login in the EU West and Nordics regions has been fully resolved. Over the past 24 hours, we have closely monitored the situation and observed no recurrence or further impact. We have identified the root cause and implemented the necessary fix to restore normal service, along with measures to prevent a similar issue occurring in the future. To provide transparency and further insight, a detailed post-mortem report will be made available within the next 5 business days. We sincerely apologise for any inconvenience caused and thank you for your patience and understanding throughout this incident. Should you have any further questions or concerns, please feel free to reach out to our support team. Thank you, Dstny Support

5. postmortem Jun 16, 2026, 02:46 PM UTC

   **Incident Summary** From 17:15 UTC on June 10th until 09:20 UTC on June 11th 2026, a subset of users using the VoIPCube client experienced an inability to log in to the service. The issue was triggered by a software release that introduced a change to internal number formatting. Following the identification of the cause, engineering teams deployed a client-side fix and an updated software version to restore login functionality. Service was fully restored by 09:20 UTC on June 11th, with all services verified as stable. **Root Cause** The incident was caused by a change in the logic used to validate user licences during login. When a user did not have a specific short-code alias configured, the system defaulted to using a primary number format containing a "\+" prefix. The VoIPCube client was incompatible with this specific character, leading it to reject the number and prevent user authentication. This incompatibility was not identified prior to the release due to a lack of end-to-end regression testing for users without the optional aliases. **Incident Resolution** To resolve the issue, engineering teams implemented two targeted fixes. For older versions of the client, a server-side adjustment was made to handle the "\+" symbol as a neutral character, bypassing the authentication error. For current versions, an updated client was released that provides native support for the new number format. Following the deployment of these updates and successful partner retesting, normal login functionality was confirmed as restored. **Mitigative Actions** Release Process Alignment: We are further aligning the VoIPCube release programme with our global change standards to ensure enhanced communication and visibility for all service updates. Testing Coverage Expansion: We are broadening our quality assurance framework to include a wider range of configuration scenarios, ensuring even optional user settings are more comprehensively validated before any service changes. **Timeline \(UTC\)** * 10th Jun 2026, 17:15 - Software release deployed; issue triggered. * 11th Jun 2026, 06:36 - First report received and investigation commenced. * 11th Jun 2026, 07:19 - Root cause identified as a number formatting incompatibility. * 11th Jun 2026, 09:20 - Fixes deployed and service functionality confirmed as restored.