Reward Gateway incident
Reward Manager Multi-Factor Authentication is not fully operational
Reward Gateway experienced a major incident on November 13, 2025 affecting Reward Manager™, lasting 1d 3h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Nov 13, 2025, 12:17 PM UTC
We have noticed a problem with SMS OTP codes' validity for Multi-Factor Authentication, impacting Reward Manager. Some members may request an SMS OTP code to log in to the Reward Manager, but the system would return an error stating that the code is invalid. The MFA codes requested through an authentication app (Authy, Google Authenticator) are fully operational and allow members to log in to the Reward Manager without any issues. Our team is investigating the problem at the moment with the highest priority.
- investigating Nov 13, 2025, 12:19 PM UTC
We are continuing to investigate this issue.
- identified Nov 13, 2025, 01:23 PM UTC
The issue has been identified and a fix is being implemented.
- identified Nov 13, 2025, 01:31 PM UTC
We are continuing to work on a fix for this issue.
- monitoring Nov 13, 2025, 03:47 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved Nov 14, 2025, 03:19 PM UTC
This incident has been resolved.