Kickserv incident
Problems sending text messages to AT&T customers
Kickserv experienced a notice incident on June 22, 2021 affecting Web Application (app.kickserv.com) and Customer Center, lasting 1d 23h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jun 22, 2021, 05:24 PM UTC
We are currently seeing problems delivering text messages to AT&T customers. We’re looking into it with our SMS provider. We’ll let you know when we have more information. Until then, we recommend contacting consumers via email or telephone.
- identified Jun 22, 2021, 06:49 PM UTC
We have identified the issue as a configuration setting on our account with Twilio (our SMS provider). We have opened an urgent support ticket with Twilio asking them to make the change. If you suspect your consumers are not receiving texts from Kickserv, please continue to reach out to them via email or phone.
- identified Jun 22, 2021, 06:49 PM UTC
Only AT&T users are affected by this issue, which accounts for about 7% of all the text messages Kickserv sends.
- identified Jun 22, 2021, 11:42 PM UTC
Twilio has posted a status update for the AT&T issue. Read about it here: https://status.twilio.com/incidents/n18x4t9qvw71
- monitoring Jun 23, 2021, 07:35 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved Jun 24, 2021, 04:44 PM UTC
This incident has been resolved.