Hydrow experienced a major incident on December 20, 2023 affecting Hydrow Service, lasting 1h 35m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Dec 20, 2023, 08:02 PM UTC
We are aware of an issue that is currently preventing new memberships from being created on Hydrow. Existing memberships and workouts appear unaffected. We are investigating and will provide updates as we learn more.
- identified Dec 20, 2023, 08:30 PM UTC
This issue appears to be related to specific types of charges being declined through our 3rd party payment processor. We are currently working with them to determine root cause and resolve.
- monitoring Dec 20, 2023, 09:07 PM UTC
We have begun to see successful memberships being created in our system again. Including some using cards that were previously being declined. We are continuing to monitor and work with our payment processor to make sure that Hydrow memberships can be created smoothly.
- resolved Dec 20, 2023, 09:37 PM UTC
We continue to see normal membership creations and no unexpected card declines through our payment processor since ~3pm Eastern Time. We will be marking this incident as resolved.