Reward Gateway Outage History

Started Sep 03, 2026, 11:24 AM UTC· resolved Sep 03, 2026, 01:03 PM UTC

1. investigating Sep 03, 2026, 11:24 AM UTC

   We have been informed that users cannot view details of their purchased Instant Reloadable Vouchers. The root cause has been identified and currently being resolved.

2. identified Sep 03, 2026, 12:14 PM UTC

   The issue has been identified and a fix is being implemented.

3. resolved Sep 03, 2026, 01:03 PM UTC

   This incident has been resolved.

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Started Aug 20, 2026, 08:58 AM UTC· resolved Aug 21, 2026, 08:15 AM UTC

1. investigating Aug 20, 2026, 08:58 AM UTC

   We're aware that some users attempting to reset their password are unable to complete the process. Our team is investigating and working to resolve this with high priority. We'll post updates here as we learn more.

2. identified Aug 20, 2026, 10:40 AM UTC

   We've identified the root cause of the password reset issue and are actively working on a fix. We appreciate your patience and will post another update soon.

3. monitoring Aug 20, 2026, 03:44 PM UTC

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

4. resolved Aug 21, 2026, 08:15 AM UTC

   This incident has been resolved. Password reset is now working as expected.

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Started Jun 05, 2026, 12:29 PM UTC· resolved Jun 10, 2026, 06:49 AM UTC

1. investigating Jun 05, 2026, 12:29 PM UTC

   Dear Customers, At the moment, we are experiencing an outage related to Membership File Uploads. Clients may encounter that large uploads (manual or done via provisioning integration) are getting cancelled. Smaller file uploads (up to 10k rows) should not be affected. Our Engineering team is investigating with the highest priority.

2. identified Jun 09, 2026, 09:27 AM UTC

   The issue has been identified and a fix is being implemented.

3. monitoring Jun 09, 2026, 04:40 PM UTC

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

4. resolved Jun 10, 2026, 06:49 AM UTC

   This incident has been resolved.

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Started May 29, 2026, 04:31 PM UTC· resolved May 29, 2026, 05:08 PM UTC

1. identified May 29, 2026, 04:46 PM UTC

   Excessive load on the post-checkout page is currently causing degraded database performance on the platform. As an immediate countermeasure we have disabled checkout whilst a mitigation is rolled out.

2. monitoring May 29, 2026, 05:01 PM UTC

   We have deployed a fix for this issue and will continue to monitor performance. Checkout has been re-enabled

3. resolved May 29, 2026, 05:08 PM UTC

   We believe the underlying issue is resolved, but will continue to monitor the issue throughout the coming hours.

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Started May 29, 2026, 04:18 PM UTC· resolved May 29, 2026, 04:36 PM UTC

1. investigating May 29, 2026, 04:18 PM UTC

   Our automated systems have detected that it is not possible to log in to the site from some locations. An Engineer has been notified and is investigating. More details will be posted here when they are available.

2. resolved May 29, 2026, 04:36 PM UTC

   This incident has been resolved.

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Started Mar 27, 2026, 02:56 PM UTC· resolved Mar 28, 2026, 03:46 PM UTC

1. investigating Mar 27, 2026, 02:56 PM UTC

   Members across multiple client programmes are unable to access their Instant Vouchers from the Instant Vouchers/App section. Instead, a “deer” error message is displayed or vouchers appear as if they never existed. Issue being investigated

2. identified Mar 27, 2026, 02:59 PM UTC

   The issue has been identified and a fix is being implemented.

3. identified Mar 27, 2026, 04:09 PM UTC

   We have partly contained the issue and the majority of users should now be able to access their Instant Vouchers. A small amount of users may still be experiencing errors with certain vouchers whilst we continue to work on a complete fix for the issue.

4. monitoring Mar 28, 2026, 02:15 AM UTC

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

5. resolved Mar 28, 2026, 03:46 PM UTC

   This incident has been resolved.

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Started Dec 17, 2025, 08:10 AM UTC· resolved Dec 17, 2025, 10:47 AM UTC

1. 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.

2. investigating Dec 17, 2025, 09:48 AM UTC

   We are continuing to investigate this issue.

3. resolved Dec 17, 2025, 10:47 AM UTC

   Our teams have identified the issue and resolved it.

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Started Nov 13, 2025, 12:17 PM UTC· resolved Nov 14, 2025, 03:19 PM UTC

1. 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.

2. investigating Nov 13, 2025, 12:19 PM UTC

   We are continuing to investigate this issue.

3. identified Nov 13, 2025, 01:23 PM UTC

   The issue has been identified and a fix is being implemented.

4. identified Nov 13, 2025, 01:31 PM UTC

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

5. monitoring Nov 13, 2025, 03:47 PM UTC

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

6. resolved Nov 14, 2025, 03:19 PM UTC

   This incident has been resolved.

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Started Oct 20, 2025, 10:13 AM UTC· resolved Oct 20, 2025, 12:56 PM UTC

1. identified Oct 20, 2025, 10:13 AM UTC

   Our SMS delivery provider, Twilio, are experiencing an outage related to the global AWS incident: https://health.aws.amazon.com/health/status This is affecting the delivery of SMS MFA codes to members, including client administrators trying to login to Reward Manager. The status can be closely monitored on https://status.twilio.com/

2. monitoring Oct 20, 2025, 10:21 AM UTC

   Update from AWS on Oct 20 11:03 AM BST: "We continue to observe recovery across most of the affected AWS Services. We can confirm global services and features that rely on US-EAST-1 have also recovered. We continue to work towards full resolution and will provide updates as we have more information to share."

3. resolved Oct 20, 2025, 12:56 PM UTC

   This incident has been resolved.

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Started Oct 06, 2025, 08:24 AM UTC· resolved Oct 08, 2025, 09:30 AM UTC

1. investigating Oct 06, 2025, 08:24 AM UTC

   Some members are experiencing issues upon redeeming their award. This is being investigated by the engineering team with top priority.

2. investigating Oct 06, 2025, 08:42 AM UTC

   The issue is being experienced almost exclusively on mobile (web) - especially Safari, Mobile Safari 18.

3. monitoring Oct 08, 2025, 08:49 AM UTC

   A fix has been deployed, and the team are observing a reduction in error rates.

4. resolved Oct 08, 2025, 09:30 AM UTC

   This incident has been resolved.

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