Scalepoint incident
Some of our users are experiencing issue with our communication in Core & HUB
Scalepoint experienced a major incident on July 31, 2025 affecting Communication, lasting 11h 15m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jul 31, 2025, 05:50 AM UTC
Many of our users are currently experiencing issues sending SMS or e-mails. The issue is being investigated with the highest priority, and we will provide an update as soon as we have additional information to provide and/or the issue has been resolved.
- identified Jul 31, 2025, 06:30 AM UTC
The issue has been identified and fix is being implemented.
- identified Jul 31, 2025, 06:54 AM UTC
Some additional information, to clarify the identified issue. When sending messages via the Message-tab on a claim in CORE & HUB. When users writes new text in the text-box, the new text disappears once email is sent. Users using templates from Communication Designer module, will see all the original content of the template, but any additional text added, would disappear. Meaning only content from template is visible in message sent.
- identified Jul 31, 2025, 11:03 AM UTC
We are continueing to work on resolving the issue.
- identified Jul 31, 2025, 12:10 PM UTC
We are still working towards a solution for this issue. We apologies for the inconvenice this brings along.
- identified Jul 31, 2025, 01:06 PM UTC
A fix is currently being prepared for release. We aim to have issue resolved before the end of today.
- identified Jul 31, 2025, 01:54 PM UTC
We are still working on preparing fix for release.
- resolved Jul 31, 2025, 05:06 PM UTC
This incident has been resolved.