MoEngage Outage History

Started Oct 21, 2025, 02:16 AM UTC· resolved Oct 21, 2025, 02:16 AM UTC

1. resolved Oct 21, 2025, 02:16 AM UTC

   Oct 21, 02:16 UTC Resolved - This incident has been resolved. Oct 20, 23:03 UTC Update - Event triggered flows and campaigns are still delayed. All the remaining services are operating normally. We will update here as soon as we have some meaningful progress. Oct 20, 19:30 UTC Monitoring - We have full capacity available from AWS now and we are focusing on bringing our degraded services back to normal. Oct 20, 19:30 UTC Update - Event triggered campaigns and Flows, Data processing, Campaign stats are running with a delay. All the other services are fully operational and working as expected. We will keep you updated on the progress. Oct 20, 19:26 UTC Update - We are continuing to work on a fix for this issue. Oct 20, 19:18 UTC Update - We are seeing campaigns being sent in real time. Data processing is still lagging, we will keep you posted. Oct 20, 17:31 UTC Update - We have marked all campaigns that have been delayed considerably as stopped. If there are any campaigns that are critical, please duplicate and run them again. Campaigns are being processed in a controlled manner. Oct 20, 16:58 UTC Update - We are now beginning to process both older and new campaigns in a controlled manner. We ask that you please pause or stop any time-sensitive campaigns that should no longer be sent due to the delay. Please be aware that the AWS outage has also impacted our data processing pipelines, which will result in a delay in the visibility of campaign stats and event data in user profiles; you may not see analytics for recently run campaigns immediately. Our team's primary focus is to ensure all campaigns scheduled going forward are processed successfully, and we will post another update as soon as more information is available. Inform campaigns are running as expected. Oct 20, 12:58 UTC Update - We're starting to process older and new batch (or one-time) campaigns in a controlled manner, please do pause / stop any campaigns that shouldn't be processed, as there's been a delay from the scheduled time due to the outage. We're continuing to work with AWS, to fully restore our services. Oct 20, 12:06 UTC Update - We are continuing to work with our infrastructure provider, AWS, to fully restore all services. One-time campaigns remain affected, and our team is actively implementing an alternative solution to restore this functionality as quickly as possible. We will provide our next update by 1 PM UTC or sooner. Oct 20, 10:19 UTC Update - If you have any time‑sensitive campaigns that you do not want our auto‑heal systems to automatically rerun later, please pause or stop them now. Oct 20, 10:15 UTC Identified - Date/Time: October 20, starting at 7:00 AM UTC We experienced a major outage in Dashboard 01 beginning at 7:00 AM UTC on October 20 due to an underlying issue with our cloud service provider (AWS, US East 1 region). Impact: - Dashboard logins were failing, which many customers reported. - Our status page tool was also affected, preventing us from posting an incident update immediately. - Twilio services were impacted, affecting customers using Twilio for SMS delivery. Resolution & Current Status: Our engineering team has been actively working with AWS to fully resolve the outage. Services are now being restored - Inform service is operating normally, and we have retried all requests that failed earlier. Dashboard login is working now. Campaign services are still under recovery. We will continue monitoring the situation closely and provide updates as new information becomes available. We sincerely apologize for the disruption and thank you for your patience.

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Started Sep 07, 2025, 04:43 PM UTC· resolved Sep 07, 2025, 04:44 PM UTC

1. investigating Sep 07, 2025, 04:43 PM UTC

   Hi there, We want to inform you about lag in our data ingestion pipeline that is responsible for user creation, user updates, event ingestion and campaign stats updation. The issue started at around 1pm IST and it was resolved by 4:30pm IST. All other capabilities will continue to function as expected. We have a dedicated team working on this, to ensure that the issue is identified and resolved at the earliest We really appreciate your understanding and cooperation in this regard. Thanks, Moengage

2. resolved Sep 07, 2025, 04:44 PM UTC

   Hello, The ingestion lag is cleared and all the ingestion services are back to normal by 4pm IST. The team will continue to monitor the situation and do a detailed post-mortem. Thank you for your patience. Feel free to reach out to our support team in case any issue persists. Cheers, Moengage

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Started Sep 05, 2025, 02:30 PM UTC· resolved Sep 05, 2025, 04:00 PM UTC

1. resolved Sep 05, 2025, 04:57 PM UTC

   On Sep 5, between 14:30–16:00 UTC (20:00–21:30 IST), we experienced increased timeouts for short URLs using http://u3.mnge.co/ . This affected links in Engage Campaigns and Inform Alerts sent via SMS and WhatsApp; customers using custom short domains were not impacted. The issue has been resolved and normal service has resumed. We regret the inconvenience caused and are continuing to investigate the root cause. If you continue to see problems or need any further details, please contact support.

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Started Aug 25, 2025, 12:11 PM UTC· resolved Aug 25, 2025, 12:11 PM UTC

1. resolved Aug 25, 2025, 12:11 PM UTC

   We want to inform you about a recent incident affecting our Google Ads campaigns across all data centers. Due to an issue with our Google Ads client, some campaign sends experienced intermittent failures today on 25th August. The issue has now been resolved through a client patch. However, this may have resulted in higher-than-usual error rates for certain Google Ads campaigns during the incident period. If you have critical campaigns, we recommend re-running them for users that may not have received them. We sincerely regret the inconvenience caused and appreciate your understanding. Thank you for your patience and cooperation.

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Started Aug 25, 2025, 06:56 AM UTC· resolved Aug 25, 2025, 08:44 AM UTC

1. identified Aug 25, 2025, 06:56 AM UTC

   We have found an issue with one of our core services in DC3 experiencing a minor outage, due to which some of the dependent Analytics, Segmentation and Campaign services got affected. Our team has identified the issue and we are fixing it.

2. identified Aug 25, 2025, 06:57 AM UTC

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

3. identified Aug 25, 2025, 07:03 AM UTC

   Campaign sending is affected by an hour, Our team is working on sending the pending campaigns in the next 30-60 minutes.

4. resolved Aug 25, 2025, 08:44 AM UTC

   All the services are running as expected. We will work on identifying the root cause of the incident and take steps to prevent such kind of incidents in the future.

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Started May 01, 2025, 06:39 AM UTC· resolved May 01, 2025, 06:49 AM UTC

1. investigating May 01, 2025, 06:39 AM UTC

   We are currently experiencing an issue with our Stats service that is preventing the All Campaigns page from loading. Please note that campaign sending has not been impacted. This issue is also affecting Campaign Reports. If you have a direct link to a campaign detail page, the page will load, but the stats details will not. We apologize for the inconvenience. Our engineering team is working to restore service as quickly as possible.

2. monitoring May 01, 2025, 06:45 AM UTC

   A fix has been implemented and we are monitoring the results. Logs indicate the issue began around 11:00 AM IST. The underlying infrastructure experienced issues, causing new nodes to fail to register. The infrastructure has been refreshed and services have returned to normal.

3. resolved May 01, 2025, 06:49 AM UTC

   This incident has been resolved.

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Started Apr 25, 2025, 08:45 AM UTC· resolved Apr 25, 2025, 01:37 PM UTC

1. identified Apr 25, 2025, 08:45 AM UTC

   Hi, We are currently addressing a delay in the Periodic Segment Refresh on DC-01 This situation affects trigger-based campaigns, Flows, and Inbound Campaigns (In-App, OSM), as they are operating with outdated segments. However, rest assured that real-time campaigns, one-time campaigns, and dashboard segmentation queries are functioning normally. Our team is actively working to resolve this issue promptly. We appreciate your patience and cooperation during this time. We will keep updating the progress and try to resolve this soon. If you have any questions, please don't hesitate to reach out to our support team. Thank you, Team MoEngage

2. identified Apr 25, 2025, 11:09 AM UTC

   The team has made progress to scale our infrastructure to burn the lag. The current lag will take another 2-3 hours to clear.

3. monitoring Apr 25, 2025, 12:47 PM UTC

   The lag has been cleared. Services are back to normal. We are monitoring our systems.

4. monitoring Apr 25, 2025, 12:48 PM UTC

   We are continuing to monitor for any further issues.

5. monitoring Apr 25, 2025, 01:37 PM UTC

   The issue has been resolved. All the services are operational and continue to be monitored closely. We will work on the post-mortem and take corrective actions to avoid such issue in the future.

6. resolved Apr 25, 2025, 01:37 PM UTC

   This incident has been resolved.

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Started Apr 16, 2025, 02:52 PM UTC· resolved Apr 16, 2025, 04:01 PM UTC

1. monitoring Apr 16, 2025, 02:52 PM UTC

   We are experiencing a delay of ~1 hour in processing the user updates. The issue should be resolved by 4 pm UTC.

2. resolved Apr 16, 2025, 04:01 PM UTC

   This incident has been resolved.

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Started Feb 28, 2025, 03:34 PM UTC· resolved Feb 28, 2025, 05:17 PM UTC

1. monitoring Feb 28, 2025, 03:34 PM UTC

   We are currently addressing a core service degradation that began at 6 PM IST, affecting Stats, Smart Trigger and Flows campaigns within DC-03, resulting in a noticeable lag. Our team has pinpointed the cause and is actively working on a solution that should process and reduce the lag in the next couple of hours. We apologize for any inconvenience this may have caused and appreciate your patience. For any queries or immediate concerns, please do not hesitate to contact our support team.

2. resolved Feb 28, 2025, 05:17 PM UTC

   This incident has been resolved.

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Started Feb 14, 2025, 12:41 PM UTC· resolved Feb 14, 2025, 02:41 PM UTC

1. investigating Feb 14, 2025, 12:41 PM UTC

   We are currently experiencing an issue in our cloud infrastructure that is leading to service degradation. Our team is actively investigating the issue and working to resolve it as quickly as possible. We will provide further updates as soon as more information becomes available. Thank you for your patience.

2. investigating Feb 14, 2025, 12:52 PM UTC

   We are continuing to investigate this issue.

3. investigating Feb 14, 2025, 01:02 PM UTC

   We are continuing to investigate this issue.

4. identified Feb 14, 2025, 01:15 PM UTC

   Inform sending is back to normal. Callbacks are delayed.

5. resolved Feb 14, 2025, 02:41 PM UTC

   This incident has been resolved.

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Started Feb 06, 2025, 06:21 AM UTC· resolved Feb 06, 2025, 10:21 AM UTC

1. identified Feb 06, 2025, 06:21 AM UTC

   We are currently addressing a core service degradation that began at 2 AM IST, affecting Smart Trigger and Flows campaigns within DC-03, resulting in a noticeable lag. Our team has pinpointed the cause and is actively working on a solution that should process and reduce the lag in the next couple of hours. We apologize for any inconvenience this may have caused and appreciate your patience. For any queries or immediate concerns, please do not hesitate to contact our support team.

2. monitoring Feb 06, 2025, 06:34 AM UTC

   We have deployed a fix to clear the lag faster and the processing has started. We are monitoring the same.

3. monitoring Feb 06, 2025, 08:26 AM UTC

   We are continuing to monitor and the lag is expected to clear in another hour.

4. resolved Feb 06, 2025, 10:21 AM UTC

   The lag has cleared and the incident has been resolved.

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Started Feb 01, 2025, 06:25 AM UTC· resolved Feb 01, 2025, 06:47 AM UTC

1. identified Feb 01, 2025, 06:25 AM UTC

   Campaign sending services are affected an dashboard loading response times are affected. Our team is investigating the issue.

2. identified Feb 01, 2025, 06:33 AM UTC

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

3. resolved Feb 01, 2025, 06:47 AM UTC

   From 5:40 AM GMT to 6:30 AM GMT, the dashboard-03 dashboard was loading intermittently. Campaigns sending is delayed during this time period. The issue is resolved now. Our team will further RCA this incident and take preventive measures.

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Started Jan 24, 2025, 02:31 PM UTC· resolved Jan 24, 2025, 02:48 PM UTC

1. identified Jan 24, 2025, 02:31 PM UTC

   The degradation started at around 13:30 UTC due to underlying infrastructure failure. We have identified the issue and a fix is being implemented.

2. identified Jan 24, 2025, 02:34 PM UTC

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

3. monitoring Jan 24, 2025, 02:38 PM UTC

   A fix has been implemented and we are monitoring the results.

4. resolved Jan 24, 2025, 02:48 PM UTC

   This incident has been resolved.

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Started Nov 04, 2024, 08:05 AM UTC· resolved Nov 04, 2024, 10:32 AM UTC

1. identified Nov 04, 2024, 08:05 AM UTC

   We have identified degraded performance with some of our InApp, OSM, WebP, Smart Trigger Evaluation, and Triggered Flows Entry because of the underlying Segmentation service's degraded performance in User In Segment evaluation. The problem is currently under investigation, and we are working diligently to restore normal functionality and fix the performance issues at the earliest. We would like to apologize for any inconvenience this may cause.

2. monitoring Nov 04, 2024, 09:12 AM UTC

   A fix has been implemented and we are monitoring the results.

3. resolved Nov 04, 2024, 10:32 AM UTC

   This incident has been resolved.

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Started Oct 25, 2024, 04:57 PM UTC· resolved Oct 25, 2024, 08:24 PM UTC

1. identified Oct 25, 2024, 04:57 PM UTC

   We are currently encountering performance issues in the underlying infrastructure related to the Campaign Statistics contained within Dashboard 01. Due to this, there may be a potential delay of around 2 hours in the update of statistics for your ongoing campaigns. Rest assured, we have pinpointed the problem and are actively working on rectifying it in the swiftest manner possible. We appreciate your patience and understanding in this matter.

2. resolved Oct 25, 2024, 08:24 PM UTC

   This incident has been resolved.

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