OwnerRez incident
We're currently having issues with processing WhatsApp messages from username-only senders
OwnerRez experienced a major incident on August 20, 2026, lasting 40d 20h. The incident has been resolved; the full update timeline is below.
Update timeline
- investigating Aug 20, 2026, 03:42 PM UTC
We're currently having issues with processing WhatsApp messages from username-only senders. WhatsApp is rolling out a new feature where users can be referenced by a username-only and no longer require a phone number. This feature is new and changes how we have to ingest and process WhatsApp webhooks. Messages from WhatsApp users who only have a username are not being processed by OwnerRez, and not showing up in the inbox. We're so sorry about that. We are working on implementing the necessary changes, so please standby for further updates.
- resolved Sep 09, 2026, 09:07 PM UTC
Our engineers have completed the necessary development work, and our QA team is testing the feature update. Our apologies for the delay, but please know we are working on this and it is a high priority.
- resolved Sep 30, 2026, 12:33 PM UTC
This is fixed and live. WhatsApp messages from guests who use a WhatsApp username now arrive in your Inbox, and you can reply to them the same as any other guest. Because Meta no longer sends a phone number for these guests, they show under their WhatsApp profile name or username instead of a number. We are also restoring the messages that never came through while this was broken, including some from before we opened this notice. A restored message lands in the conversation at the date and time the guest actually sent it, so the newest message at the bottom of a thread may not be the one you were missing — scroll back through the conversation to find it. Thanks for your patience on this one — we know it took a while.