Finalsite experienced a major incident on October 2, 2025 affecting Connect, lasting 4d 19h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Oct 02, 2025, 05:11 PM UTC
We are aware of an incident that may be preventing a subset of SMS traffic from delivering properly. We are actively working to resolve this and will provide an update shortly.
- investigating Oct 02, 2025, 08:10 PM UTC
In order to mitigate this issue, we are now sending Emergency SMS messages from an additional short code, 91841, to ensure that all SMS messages are properly delivered. This means that in the event of an emergency, your recipients may see your message appear from this short code.
- investigating Oct 03, 2025, 12:05 PM UTC
To enhance the reliability of SMS delivery, we are moving all SMS traffic to 23177 and 53291. As a result, some recipients may receive messages from a new number. This is normal, and messages are still from your institution. No action is required.
- investigating Oct 03, 2025, 01:37 PM UTC
We are currently seeing additional delivery issues with SMS traffic. Our team is actively investigating and working to resolve the problem. We will provide updates as more information becomes available.
- identified Oct 03, 2025, 05:30 PM UTC
We are currently experiencing an issue that is affecting SMS message delivery. Our team is working closely with our partners to resolve this as quickly as possible. In the meantime, we recommend using Email or Voice channels to ensure your communications are delivered successfully. We apologize for the inconvenience and will provide an update as soon as service is fully restored.
- identified Oct 04, 2025, 04:40 PM UTC
SMS deliverability remains degraded. We continue to recommend using Voice and Email channels for any urgent communication. Our team is engaged with our vendors and have provided all necessary details to restore service. We will provide an additional update as soon as possible.
- resolved Oct 07, 2025, 12:33 PM UTC
This incident has been resolved.