Listrak experienced a major incident on October 20, 2025 affecting Email Broadcast and SMS/MMS/RCS Broadcast and 1 more component, lasting 11h 41m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Oct 20, 2025, 11:22 AM UTC
Beginning around 2:30 AM EST, Amazon Web Services experienced an outage. AWS is continuing to work through issues with multiple services. At this time, this is impacting data imports and NextGen email and SMS sends. Our engineers are continuing to work through mitigation steps while we wait for AWS to return to fully operational.
- identified Oct 20, 2025, 12:18 PM UTC
Our import service is operational again. Engineers are continuing to monitor imports and restart any imports that might have failed during the outage.
- identified Oct 20, 2025, 12:31 PM UTC
We are seeing performance degradation with serving Product Recommendation images. The AWS outage has impacted the availability of scaling resources. Our engineers are actively shifting resources to improve performance.
- identified Oct 20, 2025, 01:00 PM UTC
Performance is fully restored for Product Recommendations. As of 9:00 AM EST, we are still seeing issues with audience generation for NextGen Broadcast sends.
- identified Oct 20, 2025, 01:06 PM UTC
Our help desk provider is also affected by this upstream outage which is preventing client access to https://support.listrak.com. If you are having issues reaching the Listrak Support Portal, please use the chat option in the platform or call 877-362-4556 ext 1
- identified Oct 20, 2025, 02:34 PM UTC
We are continuing to monitor the status of the incident with our upstream cloud provider. Engineers are also working on mitigation options to enable NextGen Broadcast sends. Once service is restored, previously scheduled sends will begin to process.
- identified Oct 20, 2025, 05:12 PM UTC
We appreciate your patience as we continue to work through this incident. AWS is continuing to work to resolve this incident in their environment. At the same time, Listrak engineers are actively working on options to start processing NextGen Broadcast sends. We will continue to post updates as steps are taken to fully restore send functionality.
- identified Oct 20, 2025, 09:37 PM UTC
There have been no changes since our last update. We are continuing to actively monitor updates from AWS as they work to restore all services. We will continue to actively monitor the situation and work on mitigation options until all services are fully restored. Impact still remains the same for Broadcast sends for our NextGen clients.
- monitoring Oct 20, 2025, 10:27 PM UTC
NextGen Broadcast sends are beginning to process now. We will continue to monitor progress until all sends are caught up and processed.
- resolved Oct 20, 2025, 11:04 PM UTC
We appreciate everyone’s patience as we worked through this incident today. All AWS services are now operational, and our affected services have fully recovered and are caught up. Our teams will continue to monitor to ensure everything remains fully operational.