GoTo APIs experienced a major incident on December 18, 2025 affecting VoIP Calls - GoTo Connect Web and VoIP Calls - GoTo Connect Mobile, lasting 45m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Dec 18, 2025, 07:29 PM UTC
We are actively investigating reports that some GoTo Connect customers may be experiencing call issues when using the GoTo Connect softphone. Our engineers are working to identify the issue and will provide another update shortly.
- identified Dec 18, 2025, 07:33 PM UTC
Our engineers have identified the issue and are now actively working towards a resolution. We will provide another update shortly.
- identified Dec 18, 2025, 07:41 PM UTC
Users experiencing this issue should reload their GoTo Connect softphone, to benefit from a change preformed by our engineering teams. We will provide another update shortly.
- monitoring Dec 18, 2025, 07:42 PM UTC
Our engineers have corrected the issue and we are confirming that all services are functional. We will continue monitoring the situation and provide a final update shortly.
- resolved Dec 18, 2025, 08:15 PM UTC
We have confirmed that the issue has been resolved and that all systems are 100% operational. We will conduct an internal review of this issue and make appropriate improvements to our system to help prevent or minimize future recurrence.