Is Mews down?

We are currently investigating reports of an Mews identity scanner malfunction. The Mews team is actively working to identify the cause, and we will provide updates as soon as possible.

Since 23 July, 10:53 UTC, scanning identity documents in guest profiles is failing intermittentlyl roughly half of scan attempts return an error. This is caused by rate limiting at the third-party service that processes document images; we have confirmed the issue is not related to any Mews release and are working on restoring full service. Workaround: retrying the scan usually succeeds after one or two attempts.

Identity document scanning has been fully operational since 16:35 UTC. Between 10:53 and 16:35 UTC on 23 July, roughly half of document scan attempts in guest profiles failed due to rate limiting at the third-party service that processes document images. Retrying a scan or entering document details manually worked throughout the incident, and no data was lost. We apologize for the disruption and are taking steps to prevent a recurrence.

**Problem** On 2026-07-23T10:53:00Z, identity document scanning in Mews Operations began failing intermittently. Approximately half of scan attempts returned an error, while the other half succeeded normally. The issue affected hotel staff scanning guest identity documents \(passports, IDs\) during check-in. **Action** We immediately investigated the issue and identified that the third-party service processing document images was rejecting some of our requests. We published a Statuspage update within 20 minutes advising customers that retrying a failed scan would typically succeed after one or two attempts, and that manual entry of document details remained available throughout. Our team worked to diagnose the root cause, confirming the issue was not related to any Mews code release or configuration change. The service recovered fully by 2026-07-23T16:35:00Z. **Causes** The third-party service that processes document images intermittently blocked requests from our infrastructure, treating them as automated traffic. This was not caused by exceeding any usage limits — our usage was well within normal thresholds. The blocking occurred at the provider's network edge layer rather than at the API service level, which is why it affected only a portion of requests. **Solutions** The issue resolved on its own after approximately five and a half hours. No customer data was lost, and the vast majority of affected users \(93%\) were able to complete their scans successfully by retrying. To prevent recurrence, we are taking the following steps: 1. Establishing a direct support relationship with the provider so we can escalate issues more quickly in the future 2. Evaluating alternative document processing providers to reduce our dependency on a single third party We apologise for the inconvenience caused to hotel staff who had to retry document scans during the affected period.

We're investigating the issue with inventory not being sent to channel managers.

Inventory processor stopped working. After restarting all the updates are being processed. No updates were missed, just delayed. We are monitoring the data recovery.

All updates were successfully processed.

We are investigating issues with reservations delivery from SiteMinder

We’re investigating an issue where some reservations from SiteMinder have been delayed or may not appear in Mews, impacting customers since around 2:10pm UTC. Even though we have started receiving reservations normally we are working on recovering missed reservations.

Missed reservations from SiteMinder are now being delivered to Mews, you should see any missing reservation to appear shortly.

The Mews team identified the issue and is working on a resolution. Further updates will follow as we make progress.

We have resolved the issue, customer are confirming that bills can be closed again. We are monitoring the systems now before we close this incident

The issue is now fully resolved. Us and customers confirmed they are now unblocked and can close bills.

**Problem** On 2026-07-09T13:37:00Z, a deployment introduced a configuration change that inadvertently set the maximum number of items allowed on a bill to zero. As a result, all customers across the production environment were unable to close bills. Users saw the error message: "Bills can only contain up to 0 items.". **Action** Our team identified the root cause within minutes of the incident being reported and corrected the configuration at 2026-07-09T14:05:34Z. Bill closing was restored immediately. **Causes** A newly configuration defaulted to 0 instead to the correct number.

We've been made aware of issues with the accounting report and are looking into it

We have identified the issue with the accounting report, this issue is localized to viewing the report in Detailed mode only. We are releasing a fix right now.

A patch resolving the issue affecting the Order Items report in Detailed mode has been deployed to production. The report is loading normally again on the sites we were aware of. We are continuing to monitor to confirm the issue is fully resolved, and will post a final update once we're confident it is.

We deployed the patch to production yesterday and having monitored for 24 hours we believe the issue is resolved and users should be able to filter Order item report in Detailed mode without issue.