Hi Marley Outage History

Started Aug 04, 2026, 01:12 PM UTC· resolved Aug 04, 2026, 05:31 PM UTC

1. investigating Aug 04, 2026, 01:12 PM UTC

   We've received reports of intermittent login issues this morning and we're investigating the issue now. We will post additional context as soon as it's available.

2. monitoring Aug 04, 2026, 02:29 PM UTC

   We've received several reports of this issue being resolved. We're continuing to monitor this issue but this appears to be a sign of recovery. If you or your team continue to see issues, please contact [email protected].

3. monitoring Aug 04, 2026, 03:13 PM UTC

   Our team is closely monitoring system data and no longer sees this failure mode occurring. We believe this issue is resolved and will keep monitoring as standard practice before marking this as resolved. If you experience any further login issues, please contact [email protected].

4. resolved Aug 04, 2026, 05:31 PM UTC

   We're no longer seeing login issues or errors and we are moving this issue to resolved. If you experience any additional unexpected behavior, please contact [email protected].

Read the full incident report →

Started Jun 26, 2026, 02:30 PM UTC· resolved Jun 26, 2026, 04:09 PM UTC

1. investigating Jun 26, 2026, 02:30 PM UTC

   We've detected elevated errors in login attempts. We're investigating this issue and will provide another update in 60 minutes or once we have additional context.

2. monitoring Jun 26, 2026, 03:07 PM UTC

   We're seeing improved login behavior but will continue to monitor.

3. resolved Jun 26, 2026, 04:09 PM UTC

   Login success has returned to a healthy state and this incident is considered resolved. If you experience any unexpected behavior feel free to contact [email protected].

Read the full incident report →

Started May 08, 2026, 02:02 AM UTC· resolved May 08, 2026, 12:42 PM UTC

1. investigating May 08, 2026, 02:02 AM UTC

   Hi Marley’s internal monitoring and testing have identified no customer-facing impact. We consider this incident resolved and will continue to monitor closely

2. resolved May 08, 2026, 12:42 PM UTC

   Hi Marley’s internal monitoring and testing have not identified any customer-facing impact. We do not expect any further impact from this event. We are marking this incident as resolved and will continue to monitor our systems closely.

Read the full incident report →

Started Feb 10, 2026, 11:02 PM UTC· resolved Feb 11, 2026, 02:14 PM UTC

1. monitoring Feb 10, 2026, 11:02 PM UTC

   We are monitoring a resolved issue that impacted inbound media uploads between approximately 3:20 PM and 4:35 PM ET. During this window, some inbound messages with media attachments may have failed with the error: “Media upload failed, ask customer to send the file.” Text-only messages were delivered successfully. The issue was caused by an infrastructure provider service disruption. The underlying issue has been resolved, and inbound media uploads are functioning normally. We are continuing to monitor system stability and will provide updates if additional impact is identified.

2. resolved Feb 11, 2026, 02:14 PM UTC

   We've confirmed the issue affecting inbound media delivery yesterday, January 10th from 3:20 PM to 4:35 PM is resolved. During this window, some inbound messages with media attachments failed due to an outage within Amazon Web Services (AWS), our cloud infrastructure provider. Text-only messages were not impacted. Additional details are available on the AWS Health Dashboard: https://health.aws.amazon.com/health/status Inbound media uploads are now functioning normally. Any affected messages will display the message: “Media upload failed, ask customer to send the file.” This message was not sent to your customers, and is only an internal status notification. If you see this message, we recommend requesting that the customer resend the image or file, as failed uploads were not retained.

Read the full incident report →

Started Jan 14, 2026, 07:35 PM UTC· resolved Jan 15, 2026, 02:17 PM UTC

1. identified Jan 14, 2026, 07:35 PM UTC

   Verizon Wireless has reported that they're experiencing message delays and failures from a subset of numbers. We will provide additional context or updates as soon as they become available.

2. resolved Jan 15, 2026, 02:17 PM UTC

   Verizon Wireless is no longer experiencing message delays or failures at an increased rate. If you experience any unexpected behavior that you suspect could be related, please contact [email protected].

Read the full incident report →

Started Dec 05, 2025, 07:02 PM UTC· resolved Dec 08, 2025, 02:47 PM UTC

1. investigating Dec 05, 2025, 07:02 PM UTC

   Hi Marley is observing intermittent media message failures. We are working with our SMS partner to understand the issue. We will provide an update in one hour or once we have more information.

2. identified Dec 05, 2025, 08:25 PM UTC

   This intermittent issue appears to be specific to users sending inbound media from AT&T devices. Our SMS partner has escalated this to AT&T. We will follow up again by the end of the day or once we have additional context.

3. identified Dec 05, 2025, 10:19 PM UTC

   AT&T is investigating this issue. We will provide our next update as soon as we receive more context or a solution from them.

4. resolved Dec 08, 2025, 02:47 PM UTC

   AT&T has reported that this issue has been resolved. We've also done internal testing and confirmed that media messages are sending as expected. Any media messages that were affected by this issue will show "Removed attachment of banned MimeType" as the message body, and your customers can re-send those to adjusters without issue.

Read the full incident report →

Started Oct 20, 2025, 09:52 AM UTC· resolved Oct 21, 2025, 02:56 PM UTC

1. identified Oct 20, 2025, 09:52 AM UTC

   At this time we are experiencing outages due to an ongoing AWS incident( https://health.aws.amazon.com/health/status ). We have activated our incident response team and have all hands on deck working on remediation. We are partnering directly with AWS on the incident and have also escalated to their leadership. We will provide another update in 60 minutes or as soon as more information becomes available.

2. identified Oct 20, 2025, 10:31 AM UTC

   We're continuing to monitor the issue affecting AWS (https://health.aws.amazon.com/health/status). We have not witnessed significant improvements since the last update. We'll provide another update in 60 minutes or as soon as more information becomes available.

3. monitoring Oct 20, 2025, 12:08 PM UTC

   We're starting to see signs of service recovery, messages that previously failed due to this incident are being processed. The platform should now be usable and we expect messages to deliver as expected, but we will continue to monitor the situation.

4. monitoring Oct 20, 2025, 01:01 PM UTC

   We're observing full service recovery with successful message activity. We will continue to monitor the situation.

5. monitoring Oct 20, 2025, 02:12 PM UTC

   We’ve noticed a degradation to service related to the continuing AWS incident (https://health.aws.amazon.com/health/status). Message activity may be intermittently interrupted at this time. We will provide an update in the next 60 minutes or as soon as more information becomes available.

6. monitoring Oct 20, 2025, 03:13 PM UTC

   We continue to experience a degradation to service related to the continuing AWS incident (https://health.aws.amazon.com/health/status). Message activity may be intermittently interrupted at this time. We will provide an update in the next 60 minutes or as soon as more information becomes available.

7. monitoring Oct 20, 2025, 04:20 PM UTC

   We continue to experience a degradation to service related to the continuing AWS incident (https://health.aws.amazon.com/health/status). Message activity may be intermittently interrupted at this time. We will provide an update in the next 60 minutes or as soon as more information becomes available.

8. monitoring Oct 20, 2025, 05:24 PM UTC

   We continue to experience a degradation to service related to the continuing AWS incident (https://health.aws.amazon.com/health/status). Message activity may be intermittently interrupted at this time. We will provide an update in the next 60 minutes or as soon as more information becomes available.

9. monitoring Oct 20, 2025, 06:44 PM UTC

   We continue to experience a degradation to service related to the continuing AWS incident (https://health.aws.amazon.com/health/status). Message activity may be intermittently interrupted at this time. We will provide an update in the next 60 minutes or as soon as more information becomes available.

10. monitoring Oct 20, 2025, 07:46 PM UTC

    We’re beginning to see the early signs of recovery related to the changes AWS continues to implement (https://health.aws.amazon.com/health/status). Messaging may be delayed during this period until we experience sustained recovery. We will provide an update in the next 60 minutes or as soon as more information becomes available.

11. monitoring Oct 20, 2025, 08:47 PM UTC

    Hi Marley is observing signs of full service recovery with successful message activity. We have started the replay of inbound and outbound messages that were successfully initiated with Hi Marley. While this will ensure successful delivery, you may notice that messages may appear out of order. Our teams remain vigilant while we monitor performance and will update our status if more information becomes available.

12. resolved Oct 21, 2025, 02:56 PM UTC

    This incident has been resolved as of 10/20 at 5pm ET, and the Hi Marley platform remains fully healthy and stable today. We continue to closely monitor system performance to ensure ongoing reliability.

13. postmortem Oct 23, 2025, 07:14 PM UTC

    Hi Marley Post-Mortem: Service Disruption on October 20, 2025 **Incident window:** ~3:00 AM – 5:20 PM ET **Summary** On Monday October 20, 2025, Hi Marley experienced intermittent errors and delays beginning around **3:00 AM ET**, following a broader outage reported by **Amazon Web Services \(AWS\)** in their **us-east-1 region**. According to AWS, the issue began at approximately **2:48 AM ET** and caused disruptions to several of their services. As AWS systems recovered throughout the day, Hi Marley services also returned to normal. By **~5:20 PM ET**, all platform functionality was fully restored.For more technical background, you can view the [AWS incident summary](https://aws.amazon.com/message/101925/?utm_source=chatgpt.com) **Current status** The platform is stable and fully operational. Thank you for your patience as we worked to restore normal service.

Read the full incident report →

Started Jul 14, 2025, 03:25 PM UTC· resolved Jul 14, 2025, 10:31 PM UTC

1. investigating Jul 14, 2025, 03:25 PM UTC

   We've received several reports of login issues. We're investigating the issue with high urgency and will follow up as soon as we've diagnosed the root cause.

2. investigating Jul 14, 2025, 04:01 PM UTC

   We've detected that some of our API endpoints are unreachable. We're actively working to resolve these issues.

3. investigating Jul 14, 2025, 05:49 PM UTC

   We have identified the root cause linked to a service provider issue and we started to see signs of recovery at 12pm ET. We are continuing to monitor to confirm resolution.

4. monitoring Jul 14, 2025, 08:14 PM UTC

   Our internal testing and reporting suggests that log in and API endpoints are once again working as expected. We will continue to monitor this to confirm and we're also working with a service provider to produce a root cause analysis.

5. resolved Jul 14, 2025, 10:31 PM UTC

   This incident is confirmed resolved. We will provide a root cause and direct impact analysis as soon as possible.

6. postmortem Jul 15, 2025, 03:53 PM UTC

   On Monday, July 14, 2025, between approximately 10:00 AM EDT and 11:13 AM EDT, users who access Hi Marley via [chat.marley.ai](http://chat.marley.ai/) experienced login failures characterized by timeout errors. We also saw increased error rates with API endpoints. The incident's immediate cause was a degradation in a critical underlying infrastructure component provided by a third-party service provider. Collaboration with the service provider is ongoing to fully understand the issues that led to this disruption and we will update this post mortem with a more thorough root cause analysis once we hear back from our provider. Thank you for your patience and understanding. Further details will be communicated as they become available. If you have any questions or are still experiencing issues, please contact the support team via [[email protected]](mailto:[email protected]).

Read the full incident report →

Started Jun 24, 2025, 02:33 PM UTC· resolved Jun 25, 2025, 12:53 PM UTC

1. identified Jun 24, 2025, 02:33 PM UTC

   We want to inform you we are aware of an issue introduced in our latest release (2.75) that may impact your ability to update and save organization settings — including our new Partner Quiet Hours feature. Our team has identified the root cause and is actively working on a fix, which we expect to deploy tonight, June 24. We’ll notify you as soon as this is resolved. We appreciate your patience! We encourage you to reach out to [email protected] with any further questions.

2. identified Jun 24, 2025, 02:48 PM UTC

   We are continuing to work on a fix for this issue.

3. identified Jun 24, 2025, 05:13 PM UTC

   We are continuing to work on a fix for this issue.

4. identified Jun 24, 2025, 06:47 PM UTC

   We have a fix that resolves the issue with updating and saving organization settings. We will be deploying this fix tonight at 9pm ET and monitoring performance closely. Once the issue is fully resolved, we will send a final update.

5. resolved Jun 25, 2025, 12:53 PM UTC

   A fix has been implemented at 9pm.

Read the full incident report →

Started Jan 15, 2025, 04:21 PM UTC· resolved Jan 15, 2025, 06:35 PM UTC

1. investigating Jan 15, 2025, 04:21 PM UTC

   We have confirmed reports of users having trouble accessing data within the Insights tab. Our team is actively working on this issue and will provide an update once we have additional context.

2. resolved Jan 15, 2025, 06:35 PM UTC

   The fix for this has been deployed and you should now be able to access Insights once again. Please reach out to [email protected] if you continue to experience any unexpected behavior.

Read the full incident report →

Started Dec 04, 2024, 01:04 PM UTC· resolved Dec 04, 2024, 05:45 PM UTC

1. investigating Dec 04, 2024, 01:04 PM UTC

   Our Insights service is currently not accessible but we're actively working on this and hoping to have it accessible again shortly.

2. investigating Dec 04, 2024, 01:23 PM UTC

   We are continuing to investigate this issue.

3. monitoring Dec 04, 2024, 01:26 PM UTC

   Insights should now be accessible once again, we're continuing to monitor the situation to confirm that. If you see any unexpected behavior in Insights you can report that to [email protected].

4. resolved Dec 04, 2024, 05:45 PM UTC

   This issue is resolved, thank you for your patience while we worked to resolve this.

Read the full incident report →

Started Oct 24, 2024, 03:45 PM UTC· resolved Oct 25, 2024, 11:22 AM UTC

1. monitoring Oct 24, 2024, 03:45 PM UTC

   We're witnessing delivery delays on some outbound traffic on Verizon Wireless and AT&T's networks. Both carriers are aware of this issue and working on a solution. We'll update this status page once we receive confirmation that this is resolved.

2. resolved Oct 25, 2024, 11:22 AM UTC

   We’ve received confirmation that this is resolved and we don’t expect to see additional delays sending outbound messages to AT&T and Verizon Wireless.

Read the full incident report →