Reward Gateway experienced a major incident on December 17, 2025 affecting SmartHub® and UK and 1 more component, lasting 2h 37m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Dec 17, 2025, 09:47 AM UTC
We are experiencing a site-wide outage impacting Reward Gateway's platform and all related services. Incident ID: AIN-1917, AIN-1919 Severity: P1 Impact: Members cannot log in and navigate through the platform. Start time: 8:10 UTC Current status: Service is fully resolved from this incident; however, we are now seeing further performance issues with a separate incident, AIN-1919. Our teams are already working to identify the problem and resolve it. Further updates will follow in 1h.
- investigating Dec 17, 2025, 09:48 AM UTC
We are continuing to investigate this issue.
- resolved Dec 17, 2025, 10:47 AM UTC
Our teams have identified the issue and resolved it.