SecurID experienced a minor incident on August 28, 2025 affecting SMS, lasting 4h 30m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Aug 28, 2025, 07:42 PM UTC
We are currently experiencing service degradation affecting SMS delivery to the United States. Customers may notice delays or difficulties when sending messages to US-based recipients. Our team is actively working with our SMS partners to resolve the issue as quickly as possible. Voice OTP is not impacted and remains available as an alternative authentication method.
- monitoring Aug 28, 2025, 09:22 PM UTC
Our SMS Partner has marked the issue as resolved at 21:00 UTC. We will continue to monitor for any remaining issues.
- resolved Aug 29, 2025, 12:12 AM UTC
After monitoring the fix, SaaS Operations has determined that the incident affecting SMS delivery to the United States has been resolved. We will post a root cause analysis as soon as it is available.
- postmortem Sep 29, 2025, 11:07 PM UTC
**Root Cause Analysis – SMS Delivery Incident \(August 28, 2025\)** **Incident Summary** On August 28, 2025, between 15:14 UTC and 21:00 UTC, customers in the United States may have experienced intermittent issues with SMS message delivery. During this time, one of our downstream providers experienced platform instability that caused delivery delays and degraded message quality. Voice services and non-U.S. SMS traffic were unaffected. **Root Cause** The disruption originated with a downstream provider whose internal database systems became unstable, creating message queues and delivery delays across two of their datacenter regions. This caused two periods of degraded service during the afternoon of August 28. Upon identification of the issue, the downstream provider initiated failover procedures to alternate delivery routes. Within minutes, the majority of SMS traffic was stabilized through backup channels. A secondary recurrence later in the afternoon required an additional failover, after which delivery was restored for most customers by 16:19 UTC. Final adjustments ensured all traffic was fully restored by 21:00 UTC. **Preventive Measures** We are working closely with our downstream provider on the following improvements to reduce the likelihood of recurrence: * **Enhanced Failover:** Strengthening U.S. SMS failover processes to allow faster transition to alternate delivery paths during provider instability. * **Provider Safeguards:** Implementation of improved monitoring and alerting by the provider to prevent future database-related issues. * **Resilience Review:** Ongoing joint evaluation of routing strategies within U.S. carrier regulations to expand redundancy and increase flexibility in failover scenarios. In addition, RSA is undertaking the following initiatives to further improve resiliency and visibility: * **Multi-Vendor Strategy:** Assessing options for a multi-vendor delivery model to reduce dependency on any single downstream provider. * **Enhanced Monitoring:** Expanding RSA’s own monitoring and advanced detection capabilities to identify potential delivery degradation earlier, beyond what downstream providers can directly report. We recognize the importance of reliable SMS delivery for our customers. We sincerely apologize for the inconvenience this incident may have caused and are committed to maintaining the highest levels of service availability and resiliency.