Helpwise Outage History

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Helpwise had 11 outages in the last 2 years totaling 193h 24m of downtime — averaging 0.5 incidents per month.

There were 11 Helpwise outages since September 13, 2024 totaling 193h 24m of downtime. Each is summarised below — incident details, duration, and resolution information.

Source: https://status.helpwise.io

Minor February 20, 2026

Notifications and Realtime updates are slow

Detected by Pingoru
Feb 20, 2026, 05:38 PM UTC
Resolved
Feb 21, 2026, 04:38 AM UTC
Duration
10h 59m
Affected: NotificationsRealtime Updates
Timeline · 4 updates
  1. investigating Feb 20, 2026, 05:38 PM UTC

    Notifications and Realtime updates are delayed. The team's looking into it.

  2. monitoring Feb 20, 2026, 06:09 PM UTC

    We're facing issues with our realtime provider. We've pushed additional capacity to minimize and mitigate it.

  3. monitoring Feb 20, 2026, 06:11 PM UTC

    We are continuing to monitor for any further issues.

  4. resolved Feb 21, 2026, 04:38 AM UTC

    This incident has been resolved.

Read the full incident report →

Major June 12, 2025

Issues with Gmail Inboxes

Detected by Pingoru
Jun 12, 2025, 06:57 PM UTC
Resolved
Jun 13, 2025, 04:29 AM UTC
Duration
9h 32m
Affected: Outgoing Email DeliveryGmail Sync
Timeline · 5 updates
  1. monitoring Jun 12, 2025, 06:57 PM UTC

    We're receiving a very high error rate from Gmail triggering inbox disconnections and slow or no syncing. We're currently monitoring the issue.

  2. monitoring Jun 12, 2025, 07:07 PM UTC

    Google has confirmed the issue with multiple Google services and they're working on it - https://www.google.com/appsstatus/dashboard/incidents/Eab7zGLWSaUJyh9c9R9L

  3. monitoring Jun 12, 2025, 08:42 PM UTC

    Our team's working on restoring Gmail access and sync for customer inboxes.

  4. monitoring Jun 12, 2025, 09:01 PM UTC

    We are continuing to monitor for any further issues.

  5. resolved Jun 13, 2025, 04:29 AM UTC

    This incident has been resolved.

Read the full incident report →

Minor April 17, 2025

Not able to send emails with individual attachment size > 3 mb with Microsoft Outlook account connected for Outgoing.

Detected by Pingoru
Apr 17, 2025, 06:48 PM UTC
Resolved
Apr 23, 2025, 06:41 AM UTC
Duration
5d 11h
Affected: Microsoft Outlook Sync
Timeline · 2 updates
  1. identified Apr 17, 2025, 06:48 PM UTC

    We've identified an issue where our system is unable to send attachment size > 3 mb with Microsoft Outlook account connected for Outgoing as Microsoft API is giving error. We're working towards a solution to this. In the meanwhile as a workaround for customers who have connected Outlook accounts with Helpwise. We would recommend to restrict attachment sizes to less than 3MB as a workaround.

  2. resolved Apr 23, 2025, 06:41 AM UTC

    Looks like Microsoft has now fixed this. We're now not noticing this issue. We're continuing to monitor it.

Read the full incident report →

Major March 13, 2025

Forwarding addresses ending with mail3.helpwisemail.com are not working

Detected by Pingoru
Mar 13, 2025, 02:42 PM UTC
Resolved
Mar 13, 2025, 06:33 PM UTC
Duration
3h 51m
Affected: Incoming Email Forwarding
Timeline · 3 updates
  1. identified Mar 13, 2025, 02:42 PM UTC

    We're identified an issue with our underlying provider due to which forwarding to addresses @mail3.helpwisemail.com are not working. Forwarding addresses ending with @mail.helpwisemail.com, @mail1.helpwisemail.com and @mail2.helpwisemail.com are working fine. Workaround: Please change @mail3.helpwisemail.com to @mail1.helpwisemail.com. Reach out to [email protected] if you need more help getting it to work.

  2. identified Mar 13, 2025, 02:44 PM UTC

    We are continuing to work with our email provider to fix this issue.

  3. resolved Mar 13, 2025, 06:33 PM UTC

    This incident has been resolved.

Read the full incident report →

Minor March 1, 2025

Webap, inbox and outlook sync functionalities and performance is degraded.

Detected by Pingoru
Mar 01, 2025, 09:22 PM UTC
Resolved
Mar 02, 2025, 02:05 AM UTC
Duration
4h 42m
Affected: Helpwise Web AppMicrosoft Outlook SyncHelpwise Inbox
Timeline · 5 updates
  1. investigating Mar 01, 2025, 09:22 PM UTC

    We are currently investigating this issue.

  2. identified Mar 01, 2025, 09:42 PM UTC

    The issue has been isolated to Outlook services acting slow and causing bottlenecks. We've isolated the issue to Outlook sync. Webapp and inbox should be operational now.

  3. monitoring Mar 01, 2025, 09:52 PM UTC

    Microsoft has confirmed the incident. Here are more details - https://admin.cloud.microsoft/?#/servicehealth/:/alerts/MO1020913. Only customers using Outlook sync or sending outbound emails using "Connect with Microsoft" might face issues using the service.

  4. monitoring Mar 01, 2025, 10:04 PM UTC

    Microsoft issues seems to have improved. Please reconnect your Microsoft account with Helpwise if you see the reconnect option in the Inbox.

  5. resolved Mar 02, 2025, 02:05 AM UTC

    This incident has been resolved.

Read the full incident report →

Critical February 26, 2025

Helpcenter sites are not accessible

Detected by Pingoru
Feb 26, 2025, 04:38 PM UTC
Resolved
Feb 26, 2025, 04:44 PM UTC
Duration
6m
Affected: HelpCenter
Timeline · 2 updates
  1. identified Feb 26, 2025, 04:38 PM UTC

    The issue has been identified and a fix is being implemented.

  2. resolved Feb 26, 2025, 04:44 PM UTC

    This incident has been resolved.

Read the full incident report →

Minor November 25, 2024

Microsoft 365 errors and delay

Detected by Pingoru
Nov 25, 2024, 12:23 PM UTC
Resolved
Nov 26, 2024, 04:31 AM UTC
Duration
16h 8m
Affected: Outgoing Email DeliveryMicrosoft Outlook Sync
Timeline · 3 updates
  1. monitoring Nov 25, 2024, 12:23 PM UTC

    Customers using MS365 sync would be seeing high error rates and delay in email sync Live updates on X - https://x.com/MSFT365Status?ref_src=twsrc%5Egoogle%7Ctwcamp%5Eserp%7Ctwgr%5Eauthor Microsoft is still investigating the issue - https://portal.office.com/Adminportal/Home#/servicehealth/:/alerts/MO941162 (You need to be an O365 admin to be able to access it)

  2. monitoring Nov 25, 2024, 04:10 PM UTC

    We're continuing to monitor our systems. Microsoft's still working on fixing this issue.

  3. resolved Nov 26, 2024, 04:31 AM UTC

    This incident has been resolved.

Read the full incident report →

Major October 28, 2024

Desktop notifications not being triggered

Detected by Pingoru
Oct 28, 2024, 04:13 PM UTC
Resolved
Oct 28, 2024, 04:35 PM UTC
Duration
22m
Affected: Notifications
Timeline · 3 updates
  1. investigating Oct 28, 2024, 04:13 PM UTC

    We are currently investigating this issue. As of now, desktop notifications and ding sounds on new emails are not getting triggered. Mobile and email notifications are not impacted.

  2. monitoring Oct 28, 2024, 04:29 PM UTC

    A fix has been implemented and we are monitoring the results.

  3. resolved Oct 28, 2024, 04:35 PM UTC

    This incident has been resolved.

Read the full incident report →

Major October 16, 2024

Forwarding addresses ending with mail.helpwisemail.com are not working

Detected by Pingoru
Oct 16, 2024, 03:35 AM UTC
Resolved
Oct 16, 2024, 06:19 PM UTC
Duration
14h 43m
Affected: Incoming Email Forwarding
Timeline · 2 updates
  1. identified Oct 16, 2024, 03:35 AM UTC

    We're identified an issue with our underlying provider due to which forwarding to addresses @mail.helpwisemail.com are not working. Forwarding addresses ending with @mail1.helpwisemail.com, @mail2.helpwisemail.com and @mail3.helpwisemail.com are working fine. Workaround: Please change @mail.helpwisemail.com to @mail1.helpwisemail.com. Reach out to [email protected] or chat support if you need more help getting it to work.

  2. resolved Oct 16, 2024, 10:13 PM UTC

    We have fixed this with our email provider. @mail.helpwisemail.com should now be fully operational. If you are still facing any issues please reach out to us at [email protected] or chat support

Read the full incident report →

Minor October 7, 2024

Delayed processing of emails and higher error rate when sending emails

Detected by Pingoru
Oct 07, 2024, 07:50 PM UTC
Resolved
Oct 07, 2024, 08:17 PM UTC
Duration
27m
Affected: Incoming Email ForwardingOutgoing Email DeliveryGmail SyncMicrosoft Outlook Sync
Timeline · 3 updates
  1. investigating Oct 07, 2024, 07:50 PM UTC

    We are currently investigating this issue.

  2. monitoring Oct 07, 2024, 08:02 PM UTC

    The problem seems to be caused by the underlying dependencies from Helpwise's AWS infrastructure in us-east-2 region. We're currently monitoring the situation.

  3. resolved Oct 07, 2024, 08:17 PM UTC

    This incident has been resolved.

Read the full incident report →

Major September 13, 2024

Gmail sync is not syncing new emails

Detected by Pingoru
Sep 13, 2024, 04:32 PM UTC
Resolved
Sep 13, 2024, 05:10 PM UTC
Duration
37m
Affected: Gmail Sync
Timeline · 5 updates
  1. identified Sep 13, 2024, 04:32 PM UTC

    We've identified the issue and working on a fix. Only customers using Gmail sync are impacted.

  2. monitoring Sep 13, 2024, 04:47 PM UTC

    A fix has been implemented and we are monitoring the results.

  3. monitoring Sep 13, 2024, 05:00 PM UTC

    We are continuing to monitor for any further issues.

  4. monitoring Sep 13, 2024, 05:06 PM UTC

    We are continuing to monitor for any further issues.

  5. resolved Sep 13, 2024, 05:10 PM UTC

    This incident has been resolved.

Read the full incident report →