Spare Outage History

Started Dec 15, 2025, 04:00 PM UTC· resolved Dec 15, 2025, 04:00 PM UTC

1. resolved Dec 15, 2025, 07:19 PM UTC

   At approximately 10:45 AM PST, our team identified a service disruption affecting the EAM product, which caused all users to potentially see a "Failed to fetch" error message. Our engineering team immediately began investigating and was able to quickly identify the root cause of the issue. A fix was promptly implemented and deployed, and we have confirmed stability across the platform. Most users should now be able to access the EAM product as usual. If you continue to experience any difficulties, please perform a hard refresh of your browser or application. We appreciate your patience and apologize for any inconvenience this brief disruption may have caused.

Read the full incident report →

Started Dec 11, 2025, 02:19 PM UTC· resolved Dec 11, 2025, 02:54 PM UTC

1. identified Dec 11, 2025, 02:19 PM UTC

   We are currently investigating reports of performance issues affecting our platform. Users may experience slower load times and unexpected delays when using certain features. Our engineering team has identified the cause and is working to restore full service stability as quickly as possible. We apologize for the disruption and will provide further updates shortly.

2. identified Dec 11, 2025, 02:36 PM UTC

   Our engineering team is continuing to work on resolving this issue. We do not have a definitive time for resolution yet, but this remains our top priority. We will provide another update as soon as we have more information.

3. resolved Dec 11, 2025, 02:54 PM UTC

   A solution has been implemented, and platform performance has returned to normal levels. All features are now fully operational. We apologize for the disruption and appreciate your patience while we worked to resolve this.

Read the full incident report →

Started Dec 05, 2025, 12:15 AM UTC· resolved Dec 05, 2025, 01:30 AM UTC

1. investigating Dec 05, 2025, 12:40 AM UTC

   Spare Operations' Integration for Uber is having trouble providing information for 'In Progress' requests. This should have impact for United States #1 (US1) Customers only. Our Engineering Team is promptly working towards identifying a fix for the behaviour, we apologize for any inconveniences that your operations might experience while we research a solution.

2. investigating Dec 05, 2025, 12:41 AM UTC

   We’ve determined that the issue is being caused by an ongoing Uber outage. Our Engineering Team is keeping a close eye on the situation and will continue to update you as it evolves.

3. investigating Dec 05, 2025, 12:49 AM UTC

   No new updates at this time. The issue remains tied to the ongoing Uber outage, and we are still monitoring the situation.

4. investigating Dec 05, 2025, 01:00 AM UTC

   No new updates at this time. The issue remains tied to the ongoing Uber outage, and we are still monitoring the situation

5. investigating Dec 05, 2025, 01:15 AM UTC

   No new updates at this time. The issue remains tied to the ongoing Uber outage, and we are still monitoring the situation

6. investigating Dec 05, 2025, 01:32 AM UTC

   No new updates at this time. The issue remains tied to the ongoing Uber outage, and we are still monitoring the situation

7. resolved Dec 05, 2025, 01:45 AM UTC

   The incident has now been resolved. We’ve confirmed that the behaviour was caused by an Uber outage, which has since been stabilized. We apologize for any impact this may have had on your operations.

Read the full incident report →

Started Dec 03, 2025, 12:57 AM UTC· resolved Dec 03, 2025, 01:55 AM UTC

1. investigating Dec 03, 2025, 01:38 AM UTC

   We are currently investigating a service disruption affecting the live map feature in our platform. Users within the Canada (CA) region may be experiencing issues where the Live Map is not loading properly, as well as problems loading Analytics V1 pages. This can manifest as a constant loading screen, or a map view that is missing vehicle information. Our team is actively working with Engineering to identify the cause of this behavior and will share more details as soon as they are available. We understand the importance of this feature, and we appreciate your patience as we work toward a resolution. We will post an update within the next 15 minutes or sooner if new information emerges.

2. investigating Dec 03, 2025, 01:41 AM UTC

   There are no new developments at the moment, and the team continues to investigate.

3. investigating Dec 03, 2025, 01:42 AM UTC

   There are no new developments at the moment, and the team continues to investigate.

4. investigating Dec 03, 2025, 01:42 AM UTC

   There are no new developments at the moment, and the team continues to investigate.

5. identified Dec 03, 2025, 01:52 AM UTC

   The Engineering Team has identified a fix for the behaviour causing issues to load the Live Map and will be deploying it soon.

6. resolved Dec 03, 2025, 01:55 AM UTC

   A fix has been successfully applied, and we are seeing full recovery across the platform for the service disruption that was impacting the live map and Analytics V1 for organizations in the Canada (CA) region. Most users should now see the map loading properly with up-to-date vehicle information and should be able to access Analytics information. If you continue to experience any issues, please refresh your page or application. Thank you for your patience and understanding throughout this incident.

Read the full incident report →

Started Dec 02, 2025, 05:45 PM UTC· resolved Dec 02, 2025, 05:45 PM UTC

1. resolved Dec 02, 2025, 06:14 PM UTC

   Spare experienced some delays in the Login Service for Databases. This issue should not have any further impact at the moment, thus, If organization users are still seeing errors they should refresh the page. Otherwise, no other actions are required. Everything should be back to normal now - we apologize for any inconveniences this might have created for your operations.

Read the full incident report →

Started Dec 01, 2025, 03:59 PM UTC· resolved Dec 01, 2025, 05:23 PM UTC

1. identified Dec 01, 2025, 03:59 PM UTC

   Our sites are experiencing minor delays - we've identified a potential cause and will implement a solution as soon as possible.

2. identified Dec 01, 2025, 04:27 PM UTC

   We are still investigating to find a solution. Although the issue has been identified, our team is continuously working on fixing it.

3. identified Dec 01, 2025, 04:46 PM UTC

   We are still investigating to find a solution. Although the issue has been identified, our team is continuously working on fixing it - There are no updates at the moment.

4. monitoring Dec 01, 2025, 05:13 PM UTC

   The issue has eased, and the majority of system pages have returned to normal operation. We’re still monitoring and working to identify the root cause.

5. resolved Dec 01, 2025, 05:23 PM UTC

   This incident has been resolved.

Read the full incident report →

Started Nov 18, 2025, 05:17 PM UTC· resolved Nov 18, 2025, 06:11 PM UTC

1. identified Nov 18, 2025, 05:18 PM UTC

   Uber is currently experiencing an outage. 50% of trips are not being matched or assigned to Uber fleets; this impact is limited to agencies that leverage Uber's Open Fleet service. We're monitoring the situation and will update this space once Uber's issue has been resolved.

2. monitoring Nov 18, 2025, 05:44 PM UTC

   The logs are showing the impact has nearly ceased, reaching minimal levels around 9:28 am PT. We will maintain monitoring until we receive full confirmation of a resolution from Uber.

3. monitoring Nov 18, 2025, 05:46 PM UTC

   We are continuing to monitor for any further issues.

4. resolved Nov 18, 2025, 06:11 PM UTC

   Due to good metrics being reflected currently and no more matching issues being spotted, this can be considered as resolved.

Read the full incident report →

Started Nov 18, 2025, 01:46 PM UTC· resolved Nov 18, 2025, 03:24 PM UTC

1. identified Nov 18, 2025, 01:46 PM UTC

   Due to a current system degradation from our DNS and hosting provider, Cloudflare, our Help Center and website, Spare.com, are currently unavailable. We will be monitoring this situation and will keep you informed through this portal once this issue has been resolved. This issue has been fully resolved - Websites are back to normal, and the pages affected are 100% operational now.

2. resolved Nov 18, 2025, 03:24 PM UTC

   This incident has been resolved.

Read the full incident report →

Started Nov 10, 2025, 03:10 PM UTC· resolved Nov 10, 2025, 03:10 PM UTC

1. resolved Nov 10, 2025, 03:10 PM UTC

   The Uzurv service was down because its computer processes couldn't load a necessary software component, as the component was missing from the storage location. This stopped all trip data and updates. The technical team performed a new rollout to correct this degradation. Uzurv has been restarted with a corrected previous version of the software that was working before the service disruption. The fix has been fully applied. All Uzurv trips completed in the past, future, and for today should now receive trip updates in the Spare platform. The trips in the past will also receive status updates. You may see lower OTP on the trips completed by Uzurv between 2:00 PM PT Sunday to 7:00 AM PT on Monday. Spare's integration with Uzurv was unable to process new requests and receive trip status updates during the time mentioned above. We apologize for the service disruption this may have caused and will be actively following up with impacted customers.

Read the full incident report →

Started Oct 21, 2025, 08:00 PM UTC· resolved Oct 21, 2025, 08:00 PM UTC

1. resolved Oct 21, 2025, 09:30 PM UTC

   Between ~1pm and 1:55pm PDT on October 21, 2025, riders in the US2 (United States 2) and CA (Canada) regions could not dispatch rides to Uber, Lyft, or Uzurv using OpenFleetEstimateFlow. The US1 (United States 1) region was unaffected. The main visible error was NoDriversAvailableError on estimates instances. Users received messages like: "Unable to find a trip at this time. Please try a different pickup time or lower the number of riders."

Read the full incident report →

Started Oct 20, 2025, 05:01 PM UTC· resolved Oct 20, 2025, 07:15 PM UTC

1. monitoring Oct 20, 2025, 05:01 PM UTC

   We’re currently aware of an ongoing issue affecting Lyft bookings through our platform, caused by a major outage impacting Amazon Web Services (AWS). As a result, customers may experience errors or failed requests when attempting to create or manage rides with Lyft. Our systems remain operational, but since this issue originates from Lyft’s infrastructure, we’ll continue to monitor the situation and share updates as more information becomes available.

2. monitoring Oct 20, 2025, 05:18 PM UTC

   No new information at this time. We’re continuing to monitor the incident status and will share updates as they become available.

3. monitoring Oct 20, 2025, 05:31 PM UTC

   No new information at this time. We’re continuing to monitor the incident status and will share updates as they become available.

4. monitoring Oct 20, 2025, 05:46 PM UTC

   No new information at this time. We’re continuing to monitor the incident status and will share updates as they become available.

5. monitoring Oct 20, 2025, 06:00 PM UTC

   No new information at this time. We’re continuing to monitor the incident status and will share updates as they become available.

6. monitoring Oct 20, 2025, 06:15 PM UTC

   No new information at this time. We’re continuing to monitor the incident status and will share updates as they become available.

7. monitoring Oct 20, 2025, 06:30 PM UTC

   No new information at this time. We’re continuing to monitor the incident status and will share updates as they become available.

8. monitoring Oct 20, 2025, 06:45 PM UTC

   No new information at this time. We’re continuing to monitor the incident status and will share updates as they become available.

9. monitoring Oct 20, 2025, 07:00 PM UTC

   No new information at this time. We’re continuing to monitor the incident status and will share updates as they become available.

10. monitoring Oct 20, 2025, 07:05 PM UTC

    We are happy to confirm that the issue affecting Lyft bookings has been resolved. This temporary disruption was due to a major Amazon Web Services (AWS) outage which impacted Lyft's infrastructure, causing some customers to experience errors or failed requests when attempting to create or manage rides. Our platform remained operational throughout. We appreciate your patience and apologize for any inconvenience this may have caused.

11. resolved Oct 21, 2025, 02:01 AM UTC

    We are happy to confirm that the issue affecting Lyft bookings has been resolved. This temporary disruption was due to a major Amazon Web Services (AWS) outage which impacted Lyft's infrastructure, causing some customers to experience errors or failed requests when attempting to create or manage rides. Our platform remained operational throughout. We appreciate your patience and apologize for any inconvenience this may have caused.

Read the full incident report →

Started Oct 20, 2025, 04:27 PM UTC· resolved Oct 20, 2025, 09:54 PM UTC

1. monitoring Oct 20, 2025, 04:27 PM UTC

   Our support communications platform, Intercom, is currently experiencing issues due to a major outage affecting Amazon Web Services (AWS). This is causing slowness and intermittent errors within the platform, which may lead to delays in our responses. Our team remains available and will continue to monitor the situation closely. Response times may vary until Intercom’s services are fully restored. For ongoing updates, please visit Intercom’s Status Page: https://www.intercomstatus.com/us-hosting

2. monitoring Oct 20, 2025, 04:47 PM UTC

   No new information from Intercom at this time. We’re continuing to monitor their status and will share updates as they become available. You can follow Intercom’s Status Page for real-time updates: https://www.intercomstatus.com/us-hosting

3. monitoring Oct 20, 2025, 05:05 PM UTC

   No new information from Intercom at this time. We’re continuing to monitor their status and will share updates as they become available. You can follow Intercom’s Status Page for real-time updates: https://www.intercomstatus.com/us-hosting

4. monitoring Oct 20, 2025, 05:25 PM UTC

   No new information from Intercom at this time. We’re continuing to monitor their status and will share updates as they become available.

5. monitoring Oct 20, 2025, 05:39 PM UTC

   No new information from Intercom at this time. We’re continuing to monitor their status and will share updates as they become available. You can follow Intercom’s Status Page for real-time updates: https://www.intercomstatus.com/us-hosting

6. monitoring Oct 20, 2025, 06:05 PM UTC

   No new information from Intercom at this time. We’re continuing to monitor their status and will share updates as they become available. You can follow Intercom’s Status Page for real-time updates: https://www.intercomstatus.com/us-hosting

7. monitoring Oct 20, 2025, 06:06 PM UTC

   No new information from Intercom at this time. We’re continuing to monitor their status and will share updates as they become available. You can follow Intercom’s Status Page for real-time updates: https://www.intercomstatus.com/us-hosting

8. monitoring Oct 20, 2025, 06:27 PM UTC

   No new information from Intercom at this time. We’re continuing to monitor their status and will share updates as they become available. You can follow Intercom’s Status Page for real-time updates: https://www.intercomstatus.com/us-hosting

9. monitoring Oct 20, 2025, 06:37 PM UTC

   No new information from Intercom at this time. We’re continuing to monitor their status and will share updates as they become available. You can follow Intercom’s Status Page for real-time updates: https://www.intercomstatus.com/us-hosting

10. monitoring Oct 20, 2025, 07:00 PM UTC

    No new information from Intercom at this time. We’re continuing to monitor their status and will share updates as they become available. You can follow Intercom’s Status Page for real-time updates: https://www.intercomstatus.com/us-hosting

11. monitoring Oct 20, 2025, 09:10 PM UTC

    No new information from Intercom at this time. We’re continuing to monitor their status and will share updates as they become available. You can follow Intercom’s Status Page for real-time updates: https://www.intercomstatus.com/us-hosting

12. monitoring Oct 20, 2025, 09:11 PM UTC

    No new information from Intercom at this time. We’re continuing to monitor their status and will share updates as they become available. You can follow Intercom’s Status Page for real-time updates: https://www.intercomstatus.com/us-hosting

13. monitoring Oct 20, 2025, 09:12 PM UTC

    No new information from Intercom at this time. We’re continuing to monitor their status and will share updates as they become available. You can follow Intercom’s Status Page for real-time updates: https://www.intercomstatus.com/us-hosting

14. monitoring Oct 20, 2025, 09:24 PM UTC

    No new information from Intercom at this time. We’re continuing to monitor their status and will share updates as they become available. You can follow Intercom’s Status Page for real-time updates: https://www.intercomstatus.com/us-hosting

15. monitoring Oct 20, 2025, 09:25 PM UTC

    No new information from Intercom at this time. We’re continuing to monitor their status and will share updates as they become available. You can follow Intercom’s Status Page for real-time updates: https://www.intercomstatus.com/us-hosting

16. monitoring Oct 20, 2025, 09:46 PM UTC

    No new information from Intercom at this time. We’re continuing to monitor their status and will share updates as they become available. You can follow Intercom’s Status Page for real-time updates: https://www.intercomstatus.com/us-hosting

17. monitoring Oct 20, 2025, 10:14 PM UTC

    No new information from Intercom at this time. We’re continuing to monitor their status and will share updates as they become available. You can follow Intercom’s Status Page for real-time updates: https://www.intercomstatus.com/us-hosting

18. monitoring Oct 20, 2025, 10:14 PM UTC

    No new information from Intercom at this time. We’re continuing to monitor their status and will share updates as they become available. You can follow Intercom’s Status Page for real-time updates: https://www.intercomstatus.com/us-hosting

19. monitoring Oct 20, 2025, 10:15 PM UTC

    No new information from Intercom at this time. We’re continuing to monitor their status and will share updates as they become available. You can follow Intercom’s Status Page for real-time updates: https://www.intercomstatus.com/us-hosting

20. monitoring Oct 20, 2025, 10:17 PM UTC

    No new information from Intercom at this time. We’re continuing to monitor their status and will share updates as they become available. You can follow Intercom’s Status Page for real-time updates: https://www.intercomstatus.com/us-hosting

21. monitoring Oct 20, 2025, 10:39 PM UTC

    No new information from Intercom at this time. We’re continuing to monitor their status and will share updates as they become available. You can follow Intercom’s Status Page for real-time updates: https://www.intercomstatus.com/us-hosting

22. resolved Oct 20, 2025, 10:49 PM UTC

    Intercom has marked this incident as resolved and all customer communications should be back to normal. We kindly apologize for any inconveniences this might have caused. You can follow Intercom’s Status Page for real-time updates: https://www.intercomstatus.com/us-hosting

Read the full incident report →

Started Oct 20, 2025, 09:33 AM UTC· resolved Oct 20, 2025, 12:55 PM UTC

1. identified Oct 20, 2025, 09:33 AM UTC

   We’re currently experiencing an outage impacting communications on the platform. Twilio, our provider for SMS and voice services, is reporting issues related to a broader AWS outage. As a result, notification delivery and voice calling features are affected. In addition, Intercom, our support ticketing and communication tool, is also experiencing downtime. Impact: Customers may experience failures or delays when sending or receiving SMS notifications, placing or receiving voice calls, or using AI Voice and driver–dispatcher messaging. Support responses through Intercom may also be delayed or unavailable while the outage persists. These issues are occurring across all regions. Root cause: A widespread AWS outage has disrupted Twilio’s services, which our platform relies on for messaging and calling functionality. The same AWS incident has also impacted Intercom’s infrastructure, resulting in degraded support availability. Next steps: Our team is actively monitoring updates from AWS, Twilio, and Intercom while reviewing our own logs to confirm platform stability. We’ll continue to provide updates as new information becomes available. Start time: Approximately 1:00 AM PDT, Monday, October 20 Latest status from Twilio can be found here: https://status.twilio.com/

2. identified Oct 20, 2025, 09:43 AM UTC

   We’re currently monitoring the ongoing incident affecting AWS, Twilio, and Intercom. These third-party outages are impacting parts of our communication services. Our team is actively following their recovery progress and will continue to provide updates as more information becomes available.

3. identified Oct 20, 2025, 09:56 AM UTC

   No new developments yet. We’re continuing to monitor the AWS, Twilio, and Intercom incident and will provide another update once more information becomes available.

4. identified Oct 20, 2025, 09:57 AM UTC

   No new developments yet. We’re continuing to monitor the AWS, Twilio, and Intercom incident and will provide another update once more information becomes available.

5. identified Oct 20, 2025, 10:17 AM UTC

   We’re seeing strong signs of recovery. Most Twilio-related functionality within the platform is now operating as expected. However, Duty Dispatch Communications is still experiencing intermittent errors. Our team is continuing to monitor the situation and will provide further updates as we confirm full recovery.

6. monitoring Oct 20, 2025, 10:18 AM UTC

   No new developments yet. We’re continuing to monitor the AWS, Twilio, and Intercom incident and will provide another update once more information becomes available.

7. identified Oct 20, 2025, 10:31 AM UTC

   No new developments yet. We’re continuing to monitor the AWS, Twilio, and Intercom incident and will provide another update once more information becomes available.

8. identified Oct 20, 2025, 10:46 AM UTC

   No new developments yet. We’re continuing to monitor the AWS, Twilio, and Intercom incident and will provide another update once more information becomes available.

9. identified Oct 20, 2025, 11:01 AM UTC

   No new developments yet. We’re continuing to monitor the AWS, Twilio, and Intercom incident and will provide another update once more information becomes available.

10. identified Oct 20, 2025, 11:07 AM UTC

    No new developments yet. We’re continuing to monitor the AWS, Twilio, and Intercom incident and will provide another update once more information becomes available.

11. monitoring Oct 20, 2025, 11:46 AM UTC

    No new developments yet. We’re continuing to monitor the AWS, Twilio, and Intercom incident and will provide another update once more information becomes available.

12. monitoring Oct 20, 2025, 11:48 AM UTC

    We’re still seeing elevated failures in our logs, primarily due to intermittent authentication and communication errors with the Twilio API (e.g., 401/20003 responses, timeouts, and occasional 404s). We’re continuing to monitor the situation closely as services stabilize.

13. monitoring Oct 20, 2025, 12:36 PM UTC

    The Twilio incident remains in a state of partial recovery. We’re seeing some improvements in the number of notification-related errors within our system, but error levels are still elevated. We’ll continue monitoring closely and share further updates as recovery progresses.

14. resolved Oct 20, 2025, 01:30 PM UTC

    We are glad to confirm that the service disruption impacting Twilio and AWS is now fully resolved. Sending and receiving SMS notifications, outbound and inbound voice calls, AI Voice, and driver–dispatcher messaging were unavailable or unreliable across all regions for several hours. The incident occurred from approximately 1 AM PDT to 5:55 AM PDT. We are continuing to monitor performance closely to ensure full stability. Thank you for your patience throughout this incident.

Read the full incident report →

Started Oct 14, 2025, 07:07 PM UTC· resolved Oct 14, 2025, 11:09 PM UTC

1. investigating Oct 14, 2025, 07:09 PM UTC

   We are currently investigating a service disruption affecting the Spare platform in the US1 (United States 1) region. Users attempting to access or perform actions within the platform are seeing an authorization error. This issue started approximately seven minutes ago. Our Engineering and Support teams are actively working to identify the cause of the issue and implement a fix as quickly as possible. We will share our next update within 15 minutes or as soon as new details become available. We appreciate your patience and understanding as we work to restore full service.

2. investigating Oct 14, 2025, 07:21 PM UTC

   We are still actively investigating the ongoing service disruption impacting the Spare platform in the US1 (United States 1) region. Our Engineering team is performing key diagnostic steps, including the restart of core authentication services, as we work to identify and stabilize the root cause. All US1 users remain unable to access or perform actions due to the authorization errors. There are no new developments or workarounds at this time, but we will continue sharing updates every 15 minutes or as soon as new information becomes available. We truly appreciate your continued patience while our team works toward a resolution.

3. identified Oct 14, 2025, 07:33 PM UTC

   We are continuing to work actively on the service disruption impacting the Spare platform in the US1 region. Our team is focused on deploying a revised stabilization action related to the authentication database, following an earlier database failover. The goal is to correct the issues that are causing users to see authorization errors. We anticipate that if this fix is successful, users should see immediate improvement in access and functionality. We are working as fast as possible to apply this remedy. We will share our next update within 15 minutes or as soon as we have confirmation on the success of the deployment. We truly appreciate your patience as we work through this stabilization process.

4. monitoring Oct 14, 2025, 07:51 PM UTC

   We are continuing to work actively on the service disruption impacting the Spare platform in the US1 (United States 1) region. Our team is focused on finishing the deployment of a revised stabilization action related to the authentication database, following an earlier database failover. The goal is to correct the token creation issues that are causing users to see authorization errors. We anticipate that if this fix is successful, users should see immediate improvement in access and functionality. We are working as fast as possible to apply this remedy. At the moment, we have seen some improvements when entering the Admin Platform. We will share our next update within 15 minutes or as soon as we have confirmation on the success of the deployment. We truly appreciate your patience as we work through this stabilization process.

5. monitoring Oct 14, 2025, 08:09 PM UTC

   We are continuing to work actively on the service disruption impacting the Spare platform in the US1 (United States 1) region. Our team is focused on finishing the deployment of a revised stabilization action related to the authentication database, following an earlier database failover. The goal is to correct the token creation issues that are causing users to see authorization errors. We anticipate that if this fix is successful, users should see immediate improvement in access and functionality. We are working as fast as possible to apply this remedy. At the moment, we have seen some improvements when entering the Admin Platform. We will share our next update within 15 minutes or as soon as we have confirmation on the success of the deployment. We truly appreciate your patience as we work through this stabilization process.

6. monitoring Oct 14, 2025, 08:20 PM UTC

   We are continuing to work actively on the service disruption impacting the Spare platform in the US1 (United States 1) region. Our team is focused on finishing the deployment of a revised stabilization action related to the authentication database, following an earlier database failover. The goal is to correct the token creation issues that are causing users to see authorization errors. We anticipate that if this fix is successful, users should see immediate improvement in access and functionality. We are working as fast as possible to apply this remedy. At the moment, we have seen some improvements when entering the Admin Platform. We will share our next update within 15 minutes or as soon as we have confirmation on the success of the deployment. We truly appreciate your patience as we work through this stabilization process.

7. monitoring Oct 14, 2025, 08:40 PM UTC

   We are continuing to work actively on the service disruption impacting the Spare platform in the US1 (United States 1) region. Our team is focused on finishing the deployment of a revised stabilization action related to the authentication database, following an earlier database failover. The goal is to correct the token creation issues that are causing users to see authorization errors. We anticipate that if this fix is successful, users should see immediate improvement in access and functionality. We are working as fast as possible to apply this remedy. At the moment, we have seen some improvements when entering the Admin Platform. We will share our next update within 15 minutes or as soon as we have confirmation on the success of the deployment. We truly appreciate your patience as we work through this stabilization process.

8. monitoring Oct 14, 2025, 08:50 PM UTC

   We are continuing to work actively on the service disruption impacting the Spare platform in the US1 (United States 1) region. Our team is focused on finishing the deployment of a revised stabilization action related to the authentication database, following an earlier database failover. The goal is to correct the token creation issues that are causing users to see authorization errors. We anticipate that if this fix is successful, users should see immediate improvement in access and functionality. We are working as fast as possible to apply this remedy. At the moment, we have seen some improvements when entering the Admin Platform. We will share our next update within 15 minutes or as soon as we have confirmation on the success of the deployment. We truly appreciate your patience as we work through this stabilization process.

9. monitoring Oct 14, 2025, 09:07 PM UTC

   We are continuing to work actively on the service disruption impacting the Spare platform in the US1 (United States 1) region. Our team is focused on finishing the deployment of a revised stabilization action related to the authentication database, following an earlier database failover. The goal is to correct the token creation issues that are causing users to see authorization errors. We anticipate that if this fix is successful, users should see immediate improvement in access and functionality. We are working as fast as possible to apply this remedy. At the moment, we have seen some improvements when entering the Admin Platform. We will share our next update within 15 minutes or as soon as we have confirmation on the success of the deployment. We truly appreciate your patience as we work through this stabilization process.

10. monitoring Oct 14, 2025, 09:27 PM UTC

    A fix has been successfully deployed, and we are seeing significant recovery from the service disruption affecting the Spare platform in the US1 region. Most users should now be able to access the platform. However, we are currently observing application slowness and a possibility of intermittent timeout errors as the system returns to full stability. Our Engineering team is continuing to work diligently to eliminate this lingering performance degradation. If you encounter an error message, please refresh your application or browser. We are actively monitoring the situation to ensure full stability and will post another update within 15 minutes or as soon as performance returns to normal. Thank you for your continued patience.

11. monitoring Oct 14, 2025, 09:54 PM UTC

    A fix has been successfully deployed, and we are seeing significant recovery from the service disruption affecting the Spare platform in the US1 region. Most users should now be able to access the platform. However, we are currently observing application slowness and a possibility of intermittent timeout errors as the system returns to full stability. Our Engineering team is continuing to work diligently to eliminate this lingering performance degradation. If you encounter an error message, please refresh your application or browser. We are actively monitoring the situation to ensure full stability and will post another update within 15 minutes or as soon as performance returns to normal. Thank you for your continued patience.

12. monitoring Oct 14, 2025, 09:56 PM UTC

    A fix has been successfully deployed, and we are seeing significant recovery from the service disruption affecting the Spare platform in the US1 region. Most users should now be able to access the platform. However, we are currently observing application slowness and a possibility of intermittent timeout errors as the system returns to full stability. Our Engineering team is continuing to work diligently to eliminate this lingering performance degradation. If you encounter an error message, please refresh your application or browser. We are actively monitoring the situation to ensure full stability and will post another update within 15 minutes or as soon as performance returns to normal. Thank you for your continued patience.

13. monitoring Oct 14, 2025, 10:11 PM UTC

    A fix has been successfully deployed, and we are seeing significant recovery from the service disruption affecting the Spare platform in the US1 region. Most users should now be able to access the platform. However, we are currently observing application slowness and a possibility of intermittent timeout errors as the system returns to full stability. Our Engineering team is continuing to work diligently to eliminate this lingering performance degradation. If you encounter an error message, please refresh your application or browser. We are actively monitoring the situation to ensure full stability and will post another update within 15 minutes or as soon as performance returns to normal. Thank you for your continued patience.

14. monitoring Oct 14, 2025, 10:27 PM UTC

    No new updates, our team continues to work on solving the problem.

15. monitoring Oct 14, 2025, 10:45 PM UTC

    No new updates, our team continues to work on solving the problem.

16. monitoring Oct 14, 2025, 10:54 PM UTC

    No new updates, our team continues to work on solving the problem.

17. resolved Oct 14, 2025, 11:14 PM UTC

    The service disruption affecting the Spare platform in the US1 region has been fully resolved. All users should now be able to access the platform and perform all actions without issue. The earlier performance degradation, including application slowness and timeout errors, has now cleared following the deployment and stabilization of our fix. We understand that being unable to access the platform due to authorization errors was highly disruptive, and we sincerely apologize for the impact this service disruption had on your day. We will conduct a full review of this incident to prevent recurrence. Thank you for your patience and understanding throughout this incident.

18. postmortem Oct 15, 2025, 04:08 PM UTC

    # Spare Incident Report October 14, 2025 ## Executive Summary On October 14, 2025, the Spare platform experienced a significant service disruption in the US region, resulting in application-wide slowdowns, errors, and timeouts. This primarily impacted our customers' ability to view Live Requests or access historical request data. Drivers also experienced intermittent issues and slowdowns in the field. The root cause was a confluence of two events: an automated failover on our US region's primary database coinciding with an internal platform rollout. This combination led to a massive spike in concurrent database connection requests, which overwhelmed a core connection pooling service, causing it to reach 100% capacity and block application services from accessing the database. Our engineering team addressed the issue by immediately rolling back the recent changes and implementing a successful critical mitigation: rerouting key high-traffic services to bypass the overloaded connection pooler and connect directly to the database. This action led to initial service recovery at 2:19 pm PDT. However, due to lingering instability in background job processes, the full internal resolution and confirmation of system stability was finalized at 4:37 pm PDT. ## Incident Details The incident began with monitoring alerts and reports of general application sluggishness and timeouts just before noon PDT. Several customer organizations reported difficulties in managing requests and driver activity. ### **Cause** Our investigation determined that the system instability was triggered by two factors occurring nearly simultaneously: 1. **Primary Database Failover:** The core production database automatically failed over to a new primary node. 2. **Internal Rollout:** A rollout of recent changes on two critical backend services completed around the same time. The combination of the database changing primary nodes and the high volume of connection requests from the newly deployed services placed an unsustainable load on our database connection pooling service. This service, designed to manage database access efficiently, became the bottleneck, reaching its CPU limit and denying connections to the rest of the application. ### **Mitigation and Resolution** Our team’s resolution strategy focused on reducing the connection load on the critical pooling service: 1. **Rollback and Stabilization:** We immediately initiated rollbacks on the recently deployed services to reduce immediate pressure and restarted several core components. 2. **Direct Connection Reroute \(Primary Fix\):** The most effective action was modifying the two high-traffic services to temporarily bypass the connection pooling service and connect directly to the main database. This action immediately freed up the overloaded component, reducing connection queueing and allowing application services to resume normal operation. This led to initial service recovery at 2:19 pm PDT. 3. **Capacity Tuning:** Following the initial recovery, we monitored the platform closely and performed extensive fine-tuning of connection pool sizes for background job services to eliminate residual errors and lock in long-term stability. Full functionality and system stability were confirmed at 4:37 pm PDT, and the incident was officially resolved. ## Timeline _All times are in Pacific Time \(PDT\)._ * **11:59 am:** Initial service alerts were received, coinciding with reports of general slowdown and inability to load Live Requests in the US region. * **12:14 pm:** Investigation confirms a failover on the primary US region database had occurred, concurrent with a recent internal rollout. * **1:34 pm:** Confirmed that the connection pooling service was saturated, operating at 100% CPU, and acting as the primary bottleneck. * **2:00 pm:** Engineers begin implementing the critical mitigation step: redirecting high-traffic services to connect directly to the database. * **2:19 pm:** Initial recovery observed; major customer-facing services return to a stable state. * **2:20 pm - 4:37 pm:** Team actively monitors the environment and performs fine-tuning of service connection limits to eliminate residual instability in background processes. * **4:37 pm:** Full functionality is confirmed to be restored across all US region services. The incident is declared resolved. ## Next Steps As part of our commitment to maintaining a robust platform, we will be conducting a comprehensive post-incident review to prevent recurrence. Key areas of focus include: * **Database Failover Investigation:** While the failover mechanism itself performed as designed, we will investigate the underlying cause of the primary database crash/failover to address the root trigger for this event. * **Connection Management Review:** We will review the default configuration and capacity limits of our database connection pooling service to ensure it can gracefully handle simultaneous stress events like database failovers and service rollouts without saturation. * **Service-Level Resilience:** We will permanently implement changes to core services to better handle high connection volume and explore options for services to manage their own connections, reducing dependency on a single point of failure. * **Resource Allocation:** We will perform a detailed audit of resource limits for high-usage services to prevent resource-constrained restarts during peak load conditions. Thank you for your patience and understanding as we navigated this challenging issue. We are fully committed to leveraging the learnings from this incident to continue strengthening the resilience of the Spare platform.

Read the full incident report →

Started Oct 09, 2025, 06:48 PM UTC· resolved Oct 09, 2025, 07:33 PM UTC

1. identified Oct 09, 2025, 07:09 PM UTC

   We are currently investigating a service disruption impacting performance across our entire platform in the Production US region. Starting at approximately 11:48 am PST, customers may be experiencing significantly slower loading times and an increased rate of errors, sometimes appearing as a "DEADLINE_EXCEEDED" pop-up. This disruption is affecting all customers and all applications within the Production US region. Our engineering team is actively working to identify the cause and restore service stability. We appreciate your patience as we address this issue. We will post an update within the next 15 minutes or sooner if new information becomes available.

2. identified Oct 09, 2025, 07:16 PM UTC

   We are still actively investigating the ongoing service disruption affecting the Admin Platform and working with Engineering to identify a solution. There are no significant new developments at this time, but our teams remain engaged to restore stability. We truly appreciate your patience and will continue sharing updates every 15 minutes or as soon as new information becomes available.

3. monitoring Oct 09, 2025, 07:18 PM UTC

   We are pleased to confirm that the service disruption affecting the Production US region has been resolved. Error rates and latency have returned to normal, and the platform is operating stably. The incident, which occurred from approximately 11:48 am PST to 12:03 pm PST, was linked to an issue with our authentication database, which caused the temporary slow performance and higher error rates. We are continuing to monitor performance closely to ensure full stability and working to confirm the root cause. Please refresh your browser or app if you continue to experience any residual slowness. Thank you for your patience throughout this incident.

4. resolved Oct 09, 2025, 07:33 PM UTC

   We are happy to confirm that the service disruption impacting the Production US region is now fully resolved. Our teams have continued to monitor the platform following the stabilization of the database at 12:03 pm PST and have not observed any recurring issues or performance degradation. The platform is now fully stable. We thank you for your patience and understanding throughout this incident.

Read the full incident report →

Started Oct 08, 2025, 12:42 AM UTC· resolved Oct 08, 2025, 01:40 AM UTC

1. investigating Oct 08, 2025, 12:42 AM UTC

   We are currently investigating a service disruption affecting the dispatch of rides to our External Fleet (UZURV). Organizations that utilize UZURV for open-fleets are impacted, as rides are not being dispatched or matched to UZURV drivers at this time. Our Engineering team is actively working to identify the root cause and implement a fix as quickly as possible. We will share more details as soon as they are available. Thank you for your patience as we address this. We will post an update within the next 15 minutes.

2. investigating Oct 08, 2025, 01:04 AM UTC

   We have successfully identified the cause of the service disruption impacting ride dispatch to our External Fleet (UZURV) and are now deploying a fix. The disruption was caused by a recent code change that introduced new calls to a related service without the necessary permissions, preventing ride creation for our UZURV partners. Organizations that rely on UZURV for open-fleets remain affected at this time, as ride matching is currently failing. Our team has temporarily updated the code to remove the problematic call and is in the process of redeploying the service. We anticipate this rolling deployment will be complete and functionality will be restored within the next 10 minutes. As soon as the deployment is finished, affected organizations should see an immediate improvement in ride dispatch performance. We appreciate your continued patience while we finalize this resolution. We will post our next update in 15 minutes or sooner if the fix is fully deployed.

3. monitoring Oct 08, 2025, 01:15 AM UTC

   We are continuing to implement the fix for the service disruption affecting ride dispatch to our External Fleet (UZURV). The code update is currently being deployed across our production environment. We anticipate that organizations utilizing UZURV will start to see gradual improvements in ride dispatch performance as the rollout completes over the next few minutes. Some features may remain affected until the full deployment is finished. Our team is closely monitoring the process to ensure a successful recovery. We appreciate your continued patience during this final deployment stage. We will share another update within 15 minutes or as soon as the fix is confirmed to be fully applied.

4. monitoring Oct 08, 2025, 01:17 AM UTC

   We are continuing to implement the fix for the service disruption affecting ride dispatch to our External Fleet (UZURV). The code update is currently being deployed across our production environment. We anticipate that organizations utilizing UZURV will start to see gradual improvements in ride dispatch performance as the rollout completes over the next few minutes. Some features may remain affected until the full deployment is finished. Our team is closely monitoring the process to ensure a successful recovery. We appreciate your continued patience during this final deployment stage. We will share another update within 15 minutes or as soon as the fix is confirmed to be fully applied.

5. monitoring Oct 08, 2025, 01:32 AM UTC

   We are continuing to implement the fix for the service disruption affecting ride dispatch to our External Fleet (UZURV). The code update is now being deployed across our production environment. We expect organizations using UZURV to see gradual improvements in ride dispatch performance as the rollout completes over the next few minutes. Some features may still experience minor impact until the deployment is fully finalized. Our team is actively monitoring the rollout to ensure a smooth and successful recovery. We appreciate your continued patience during this final stage and will provide another update within 15 minutes, or sooner if the fix is fully confirmed.

6. resolved Oct 08, 2025, 01:40 AM UTC

   The production rollout of the fix is now complete. We have confirmed that ride dispatch performance to our External Fleet (UZURV) has fully returned to normal levels. Our monitoring confirms that affected organizations should see an immediate and complete restoration of ride creation and matching functionality. No action is required by our partners or end-users. We will follow up with a detailed Root Cause Analysis (RCA) within 72 hours. We sincerely apologize for the disruption and appreciate your continued patience.

Read the full incident report →

Started Oct 06, 2025, 08:47 PM UTC· resolved Oct 06, 2025, 09:00 PM UTC

1. identified Oct 06, 2025, 09:01 PM UTC

   We are actively investigating the service disruption affecting eligibility letter access. Our team has identified the root cause and is working with Engineering to finalize and deploy the resolution. Users may continue to experience intermittent difficulties trying to open eligibility letters. There are no new developments at this time, but we are prioritizing the fix and will continue sharing updates every 15 minutes or as soon as new information becomes available. We appreciate your continued patience as we work to restore full functionality.

2. resolved Oct 06, 2025, 09:07 PM UTC

   A fix has been successfully applied and we are seeing signs of full recovery across the platform. The service disruption affecting the ability to open eligibility letters has been resolved, and all case letters should now be working properly. Most users should be able to access and open letters as usual. We recommend that customers refresh their app to ensure the fix is fully applied. We are continuing to actively monitor logs and alerts to confirm full stability and ensure no further issues arise. This is our final update, as the incident is now confirmed as fully resolved. Thank you for your patience and understanding throughout this service disruption.

Read the full incident report →

Started Sep 26, 2025, 07:39 PM UTC· resolved Sep 26, 2025, 09:00 PM UTC

1. investigating Sep 26, 2025, 07:39 PM UTC

   Investigating - The Cancel Interruptions button is not working when trying to perform the action. We apologize for any inconvenience caused. Workaround: An interruption may be cancellable through the individual event of the interruption. In the Itinerary, you can do this by clicking on the three dots on the right, then on Cancel Interruption. A window pops up, and one must confirm the action. This workaround has proven to work on certain devices, but not with 100% efficacy. Estimate fix timeline: Root cause has been identified. Approximate fix deployment timeline is roughly 9:30pm UTC.

2. investigating Sep 26, 2025, 08:17 PM UTC

   Investigating - The Cancel Interruptions button is not working when trying to perform the action. We apologize for any inconvenience caused. Workaround: An interruption may be cancellable through the individual event of the interruption. In the Itinerary, you can do this by clicking on the three dots on the right, then on Cancel Interruption. A window pops up, and one must confirm the action. This workaround has proven to work on certain devices, but not with 100% efficacy. Estimate fix timeline: Root cause has been identified. Approximate fix deployment timeline is roughly 9:30pm UTC.

3. investigating Sep 26, 2025, 08:17 PM UTC

   Investigating - The Cancel Interruptions button is not working when trying to perform the action. We apologize for any inconvenience caused. Workaround: An interruption may be cancellable through the individual event of the interruption. In the Itinerary, you can do this by clicking on the three dots on the right, then on Cancel Interruption. A window pops up, and one must confirm the action. This workaround has proven to work on certain devices, but not with 100% efficacy. Estimate fix timeline: Root cause has been identified. Approximate fix deployment timeline is roughly 9:30pm UTC.

4. investigating Sep 26, 2025, 08:24 PM UTC

   Investigating - The Cancel Interruptions button is not working when trying to perform the action. We apologize for any inconvenience caused. Workaround: An interruption may be cancellable through the individual event of the interruption. In the Itinerary, you can do this by clicking on the three dots on the right, then on Cancel Interruption. A window pops up, and one must confirm the action. This workaround has proven to work on certain devices, but not with 100% efficacy. Estimate fix timeline: Root cause has been identified. Approximate fix deployment timeline is roughly 9:30pm UTC.

5. investigating Sep 26, 2025, 08:42 PM UTC

   Investigating - The Cancel Interruptions button is not working when trying to perform the action. We apologize for any inconvenience caused. Workaround: An interruption may be cancellable through the individual event of the interruption. In the Itinerary, you can do this by clicking on the three dots on the right, then on Cancel Interruption. A window pops up, and one must confirm the action. This workaround has proven to work on certain devices, but not with 100% efficacy. Estimate fix timeline: Root cause has been identified. Approximate fix deployment timeline is roughly 9:30pm UTC.

6. investigating Sep 26, 2025, 08:49 PM UTC

   Investigating - The Cancel Interruptions button is not working when trying to perform the action. We apologize for any inconvenience caused. Workaround: An interruption may be cancellable through the individual event of the interruption. In the Itinerary, you can do this by clicking on the three dots on the right, then on Cancel Interruption. A window pops up, and one must confirm the action. This workaround has proven to work on certain devices, but not with 100% efficacy. Estimate fix timeline: Root cause has been identified. Approximate fix deployment timeline is roughly 9:30pm UTC.

7. investigating Sep 26, 2025, 08:55 PM UTC

   We are continuing to investigate this issue.

8. resolved Sep 26, 2025, 10:04 PM UTC

   Resolved – The Cancel Interruptions button issue has been fixed and is now functioning as expected. Details: Our engineering team deployed a fix after identifying the root cause. The workaround previously shared is no longer necessary. We apologize for the inconvenience this caused and appreciate your patience while we worked to resolve it.

Read the full incident report →

Started Sep 26, 2025, 01:29 PM UTC· resolved Sep 26, 2025, 01:29 PM UTC

1. resolved Sep 26, 2025, 02:25 PM UTC

   Problem: Engage data (appointments and other information like new case types) may not be loading. The most notable impact is the inability to view recent/new appointments on the appointment calendar page. Workaround steps: We advised affected users to clear their browser cache or use incognito mode, which resolved the issue.

Read the full incident report →

Started Sep 11, 2025, 08:37 PM UTC· resolved Sep 11, 2025, 10:45 PM UTC

1. investigating Sep 11, 2025, 08:37 PM UTC

   We are currently investigating a service disruption affecting the Driver App. It appears that some drivers using Google Maps for navigation may experience blank screens and general navigation issues. Our engineering team is actively working to identify the cause of this disruption. We will provide an update within the next 15 minutes or as soon as new information becomes available. We appreciate your patience.

2. investigating Sep 11, 2025, 08:42 PM UTC

   We are currently investigating a service disruption affecting the Driver App. It appears that some drivers using Google Maps for navigation may experience blank screens and general navigation issues. Our engineering team is actively working to identify the cause of this disruption. For iPhone (iOS): 1. Open the App Switcher: - On iPhones with Face ID (no Home button): From the Home Screen, swipe up from the bottom edge and pause in the middle of the screen. - On iPhones with a Home button: Quickly double-press the Home button. 2. Find the Driver app by swiping left or right. 3. Close the app by swiping up on the app’s preview. 4. Reopen the Driver app. 5. Check if the map loads properly. For Android phones: 1. Open Recent Apps: - Using Gesture Navigation: Swipe up from the bottom of the screen, hold for a moment, then release. - Using 3-Button Navigation: Tap the Recents button (usually a square icon: ▢). 2. Find the Driver app by swiping left or right. 3. Close the app by swiping the app’s card up and off the screen. (You may also see an option to “Close all”.) 4. Reopen the Driver app. 5. Check if the map loads properly. If the Driver app is distributed through MDM, these steps can be executed directly via the MDM system. We will keep you updated as soon as we have further information. Thank you for your patience while we work on a resolution.

3. monitoring Sep 11, 2025, 08:54 PM UTC

   We are currently monitoring a service disruption on Google’s end that is affecting navigation within the Driver app. This is an upstream issue with Google Maps, which may cause blank screens or general navigation issues for drivers. As a temporary measure, we have disabled Google navigation within the Driver app. This ensures that drivers can continue to use the app. Our team is closely monitoring the situation and will re-enable Google navigation as soon as it is stable again. To minimize the impact, please follow these steps to hard close and reopen the Driver app: For iPhone (iOS): 1. Open the App Switcher: - On iPhones with Face ID (no Home button): From the Home Screen, swipe up from the bottom edge and pause in the middle of the screen. - On iPhones with a Home button: Quickly double-press the Home button. 2. Find the Driver app by swiping left or right. 3. Close the app by swiping up on the app’s preview. 4. Reopen the Driver app. 5. Check if the map loads properly. For Android phones: 1. Open Recent Apps: - Using Gesture Navigation: Swipe up from the bottom of the screen, hold for a moment, then release. - Using 3-Button Navigation: Tap the Recents button (usually a square icon: ▢). 2. Find the Driver app by swiping left or right. 3. Close the app by swiping the app’s card up and off the screen. (You may also see an option to “Close all”.) 4. Reopen the Driver app. 5. Check if the map loads properly. If the Driver app is distributed through MDM, these steps can be executed directly via the MDM system. We will keep you updated as soon as new information from our upstream provider becomes available. Thank you for your patience while this is being resolved.

4. monitoring Sep 11, 2025, 09:05 PM UTC

   We are currently monitoring a service disruption on Google’s end that is affecting navigation within the Driver app. This is an upstream issue with Google Maps, which may cause blank screens or general navigation issues for drivers. As a temporary measure, we have disabled Google navigation within the Driver app. This ensures that drivers can continue to use the app. Our team is closely monitoring the situation and will re-enable Google navigation as soon as it is stable again. To minimize the impact, please follow these steps to hard close and reopen the Driver app: For iPhone (iOS): 1. Open the App Switcher: - On iPhones with Face ID (no Home button): From the Home Screen, swipe up from the bottom edge and pause in the middle of the screen. - On iPhones with a Home button: Quickly double-press the Home button. 2. Find the Driver app by swiping left or right. 3. Close the app by swiping up on the app’s preview. 4. Reopen the Driver app. 5. Check if the map loads properly. For Android phones: 1. Open Recent Apps: - Using Gesture Navigation: Swipe up from the bottom of the screen, hold for a moment, then release. - Using 3-Button Navigation: Tap the Recents button (usually a square icon: ▢). 2. Find the Driver app by swiping left or right. 3. Close the app by swiping the app’s card up and off the screen. (You may also see an option to “Close all”.) 4. Reopen the Driver app. 5. Check if the map loads properly. If the Driver app is distributed through MDM, these steps can be executed directly via the MDM system. We will keep you updated as soon as new information from our upstream provider becomes available. Thank you for your patience while this is being resolved.

5. monitoring Sep 11, 2025, 09:26 PM UTC

   We are currently monitoring a service disruption on Google’s end that is affecting navigation within the Driver app. This is an upstream issue with Google Maps, which may cause blank screens or general navigation issues for drivers. As a temporary measure, we have disabled Google navigation within the Driver app. This ensures that drivers can continue to use the app. Our team is closely monitoring the situation and will re-enable Google navigation as soon as it is stable again. To minimize the impact, please follow these steps to hard close and reopen the Driver app: For iPhone (iOS): 1. Open the App Switcher: - On iPhones with Face ID (no Home button): From the Home Screen, swipe up from the bottom edge and pause in the middle of the screen. - On iPhones with a Home button: Quickly double-press the Home button. 2. Find the Driver app by swiping left or right. 3. Close the app by swiping up on the app’s preview. 4. Reopen the Driver app. 5. Check if the map loads properly. For Android phones: 1. Open Recent Apps: - Using Gesture Navigation: Swipe up from the bottom of the screen, hold for a moment, then release. - Using 3-Button Navigation: Tap the Recents button (usually a square icon: ▢). 2. Find the Driver app by swiping left or right. 3. Close the app by swiping the app’s card up and off the screen. (You may also see an option to “Close all”.) 4. Reopen the Driver app. 5. Check if the map loads properly. If the Driver app is distributed through MDM, these steps can be executed directly via the MDM system. We will keep you updated as soon as we have further information. Thank you for your patience.

6. monitoring Sep 11, 2025, 09:40 PM UTC

   We are currently monitoring a service disruption on Google’s end that is affecting navigation within the Driver app. This is an upstream issue with Google Maps, which may cause blank screens or general navigation issues for drivers. As a temporary measure, we have disabled Google navigation within the Driver app. This ensures that drivers can continue to use the app. Our team is closely monitoring the situation and will re-enable Google navigation as soon as it is stable again. To minimize the impact, please follow these steps to hard close and reopen the Driver app: For iPhone (iOS): 1. Open the App Switcher: - On iPhones with Face ID (no Home button): From the Home Screen, swipe up from the bottom edge and pause in the middle of the screen. - On iPhones with a Home button: Quickly double-press the Home button. 2. Find the Driver app by swiping left or right. 3. Close the app by swiping up on the app’s preview. 4. Reopen the Driver app. 5. Check if the map loads properly. For Android phones: 1. Open Recent Apps: - Using Gesture Navigation: Swipe up from the bottom of the screen, hold for a moment, then release. - Using 3-Button Navigation: Tap the Recents button (usually a square icon: ▢). 2. Find the Driver app by swiping left or right. 3. Close the app by swiping the app’s card up and off the screen. (You may also see an option to “Close all”.) 4. Reopen the Driver app. 5. Check if the map loads properly. If the Driver app is distributed through MDM, these steps can be executed directly via the MDM system. We will keep you updated as soon as we have further information. Thank you for your patience.

7. monitoring Sep 11, 2025, 09:56 PM UTC

   We are currently monitoring a service disruption on Google’s end that is affecting navigation within the Driver app. This is an upstream issue with Google Maps, which may cause blank screens or general navigation issues for drivers. As a temporary measure, we have disabled Google navigation within the Driver app. This ensures that drivers can continue to use the app. Our team is closely monitoring the situation and will re-enable Google navigation as soon as it is stable again. To minimize the impact, please follow these steps to hard close and reopen the Driver app: For iPhone (iOS): 1. Open the App Switcher: - On iPhones with Face ID (no Home button): From the Home Screen, swipe up from the bottom edge and pause in the middle of the screen. - On iPhones with a Home button: Quickly double-press the Home button. 2. Find the Driver app by swiping left or right. 3. Close the app by swiping up on the app’s preview. 4. Reopen the Driver app. 5. Check if the map loads properly. For Android phones: 1. Open Recent Apps: - Using Gesture Navigation: Swipe up from the bottom of the screen, hold for a moment, then release. - Using 3-Button Navigation: Tap the Recents button (usually a square icon: ▢). 2. Find the Driver app by swiping left or right. 3. Close the app by swiping the app’s card up and off the screen. (You may also see an option to “Close all”.) 4. Reopen the Driver app. 5. Check if the map loads properly. If the Driver app is distributed through MDM, these steps can be executed directly via the MDM system. We will keep you updated as soon as we have further information. Thank you for your patience.

8. monitoring Sep 11, 2025, 10:13 PM UTC

   We are currently monitoring a service disruption on Google’s end that is affecting navigation within the Driver app. This is an upstream issue with Google Maps, which may cause blank screens or general navigation issues for drivers. As a temporary measure, we have disabled Google navigation within the Driver app. This ensures that drivers can continue to use the app. Our team is closely monitoring the situation and will re-enable Google navigation as soon as it is stable again. To minimize the impact, please follow these steps to hard close and reopen the Driver app: For iPhone (iOS): 1. Open the App Switcher: - On iPhones with Face ID (no Home button): From the Home Screen, swipe up from the bottom edge and pause in the middle of the screen. - On iPhones with a Home button: Quickly double-press the Home button. 2. Find the Driver app by swiping left or right. 3. Close the app by swiping up on the app’s preview. 4. Reopen the Driver app. 5. Check if the map loads properly. For Android phones: 1. Open Recent Apps: - Using Gesture Navigation: Swipe up from the bottom of the screen, hold for a moment, then release. - Using 3-Button Navigation: Tap the Recents button (usually a square icon: ▢). 2. Find the Driver app by swiping left or right. 3. Close the app by swiping the app’s card up and off the screen. (You may also see an option to “Close all”.) 4. Reopen the Driver app. 5. Check if the map loads properly. If the Driver app is distributed through MDM, these steps can be executed directly via the MDM system. We will keep you updated as soon as we have further information. Thank you for your patience.

9. monitoring Sep 11, 2025, 10:30 PM UTC

   We are currently monitoring a service disruption on Google’s end that is affecting navigation within the Driver app. This is an upstream issue with Google Maps, which may cause blank screens or general navigation issues for drivers. As a temporary measure, we have disabled Google navigation within the Driver app. This ensures that drivers can continue to use the app. Our team is closely monitoring the situation and will re-enable Google navigation as soon as it is stable again. To minimize the impact, please follow these steps to hard close and reopen the Driver app: For iPhone (iOS): 1. Open the App Switcher: - On iPhones with Face ID (no Home button): From the Home Screen, swipe up from the bottom edge and pause in the middle of the screen. - On iPhones with a Home button: Quickly double-press the Home button. 2. Find the Driver app by swiping left or right. 3. Close the app by swiping up on the app’s preview. 4. Reopen the Driver app. 5. Check if the map loads properly. For Android phones: 1. Open Recent Apps: - Using Gesture Navigation: Swipe up from the bottom of the screen, hold for a moment, then release. - Using 3-Button Navigation: Tap the Recents button (usually a square icon: ▢). 2. Find the Driver app by swiping left or right. 3. Close the app by swiping the app’s card up and off the screen. (You may also see an option to “Close all”.) 4. Reopen the Driver app. 5. Check if the map loads properly. If the Driver app is distributed through MDM, these steps can be executed directly via the MDM system. We will keep you updated as soon as we have further information. Thank you for your patience.

10. resolved Sep 11, 2025, 11:01 PM UTC

    The incident regarding the service disruption on Google’s end that was affecting navigation within the Driver app has been resolved. This is an upstream issue with Google Maps, which may have caused blank screens or general navigation issues for drivers. As a temporary measure, we have disabled Google navigation within the Driver app. This ensures that drivers can continue to use the app. Our team is closely monitoring the situation and will re-enable Google navigation as soon as it is stable again. We apologize for any inconveniences caused by this behaviour.

Read the full incident report →

Started Sep 08, 2025, 03:36 PM UTC· resolved Sep 08, 2025, 07:06 PM UTC

1. investigating Sep 08, 2025, 03:36 PM UTC

   We have identified an issue in SpareAnalytics V1 where any report that includes a custom field will not display the associated data. Instead, affected fields will appear with a dash (“–”) as if no information were recorded. At the moment, there are no available workarounds. Please note that any reports generated or downloaded since Friday (Sep 5, 2025) may also be missing data for custom fields. Our team is investigating the cause and will share updates as soon as more information becomes available.

2. investigating Sep 08, 2025, 03:40 PM UTC

   We are continuing to investigate this issue.

3. investigating Sep 08, 2025, 03:59 PM UTC

   We are continuing to investigate an issue impacting Spare Analytics. Our teams remain actively engaged in identifying the root cause, and we will share further updates as soon as they are available.

4. identified Sep 08, 2025, 04:19 PM UTC

   We have identified the issue causing missing information in the custom fields within Spare Analytics. Our development team is actively working on a fix, and we will keep you updated on the progress.

5. monitoring Sep 08, 2025, 04:29 PM UTC

   We are currently fixing the export functionality so that it works as expected again. You should notice improvements once the release is deployed. Please note that there will be no impact on users during the release process.

6. monitoring Sep 08, 2025, 04:52 PM UTC

   We are still working on resolving the issue with the export functionality to ensure it operates correctly. Once the fix is released, customers will experience the expected improvements. We will keep you informed and share an update as soon as the release becomes available.

7. monitoring Sep 08, 2025, 05:17 PM UTC

   We are rolling back two recent code changes linked to custom field exports, as these appear to be the likely cause of missing data in Analytics V1 reports for multiple organizations. At this time, no workaround is available. However, once the update is deployed, exported reports should once again include all expected custom fields.

8. monitoring Sep 08, 2025, 06:04 PM UTC

   We are rolling back two recent code changes linked to custom field exports, as these appear to be the likely cause of missing data in Analytics V1 reports for multiple organizations. At this time, no workaround is available. However, once the update is deployed, exported reports should once again include all expected custom fields.

9. monitoring Sep 08, 2025, 06:34 PM UTC

   We are rolling back two recent code changes linked to custom field exports, as these appear to be the likely cause of missing data in Analytics V1 reports for multiple organizations. At this time, no workaround is available. However, once the update is deployed, exported reports should once again include all expected custom fields.

10. identified Sep 08, 2025, 06:51 PM UTC

    We are still working on resolving the issue with the export functionality to ensure it operates correctly. Once the fix is released, customers will experience the expected improvements. We will keep you informed and share an update as soon as the release becomes available.

11. resolved Sep 08, 2025, 07:06 PM UTC

    We have deployed a fix to resolve the recent issue where some custom field data was missing from Analytics V1 report exports. This was caused by two recent code changes that have since been reverted. The fix has been confirmed to be working for many customers, and we are continuing to monitor the situation to ensure all data is fully restored. If you are still experiencing this issue, a hard refresh of your browser may be necessary to load the latest version of the application. We appreciate your patience.

Read the full incident report →

Started Sep 03, 2025, 11:05 PM UTC· resolved Sep 03, 2025, 11:35 PM UTC

1. investigating Sep 03, 2025, 11:22 PM UTC

   We are currently investigating a service disruption where users are unable to disable or hide the Watchlist by swapping to the Legacy Live Map Alerts on Spare Launch. This is impacting all regions. Users who are affected are seeing the same behavior. Our team is actively working to identify the cause of the issue and is exploring a potential fix. We do not have a temporary workaround at this time. We will provide our next update within 15 minutes or as soon as new information is available. We appreciate your patience.

2. investigating Sep 03, 2025, 11:33 PM UTC

   We’re still actively investigating the ongoing service disruption and working with Engineering to identify a solution. There are no new developments at this time, but we’ll continue sharing updates every 15 minutes or as soon as new information becomes available. We truly appreciate your patience.

3. resolved Sep 03, 2025, 11:49 PM UTC

   A fix has been applied and we are seeing signs of recovery across the platform. Most users should now be able to disable or hide the Watchlist by swapping to the Legacy Live Map Alerts as usual. We are continuing to monitor performance closely to ensure full stability. Please refresh your browser or app if you continue to experience issues. We'll post a final update once the incident is confirmed resolved. Thank you for your patience throughout this incident.

Read the full incident report →

Started Aug 18, 2025, 06:00 PM UTC· resolved Aug 18, 2025, 06:45 PM UTC

1. investigating Aug 18, 2025, 06:27 PM UTC

   We're currently investigating a service disruption affecting the search functionality for customer profiles. Users in the US1 & CA (United States; Canada) regions may be unable to see profiles populate when using the search bar, with a spinning ball appearing instead. While our team is actively working with Engineering to identify the cause, you can still access customer profiles directly from requests or duties as a temporary workaround. We will provide another update within the next 15 minutes or as soon as new information becomes available. Thank you for your patience.

2. investigating Aug 18, 2025, 06:33 PM UTC

   We're still actively investigating the ongoing service disruption impacting the ability to search for customer profiles. Our team continues to work with Engineering to identify the cause, and there are no new developments at this time. As a temporary workaround, you can still access customer profiles directly by going to the "Launch > Requests > New" section. We truly appreciate your patience and will continue to share updates every 15 minutes or as soon as new information becomes available.

3. investigating Aug 18, 2025, 06:34 PM UTC

   Our Team is still actively investigating the ongoing service disruption impacting the ability to search for customer profiles. Our team continues to work with Engineering to identify the cause, and there are no new developments at this time. As a temporary workaround, you can still access customer profiles directly by going to the "Launch > Requests > New" section. We truly appreciate your patience and will continue to share updates every 15 minutes or as soon as new information becomes available.

4. monitoring Aug 18, 2025, 06:37 PM UTC

   A fix has been applied, and we are seeing signs of recovery across the platform. Most users should now be able to search for and access customer profiles as usual. We are continuing to monitor performance closely to ensure full stability. Please refresh your browser if you continue to experience issues. We will post a final update once the incident is confirmed as fully resolved. Thank you for your patience throughout this incident.

5. resolved Aug 18, 2025, 07:16 PM UTC

   This incident has been resolved. The service disruption affecting the search functionality for customer profiles has been fully resolved. The issue was caused by a change that mistakenly required specific product permissions to view rider profiles in the search bar. This change was rolled back, and a permanent code fix is now in progress to prevent this from happening again. We have confirmed full recovery across the platform and will continue to monitor for complete stability. Thank you for your patience and understanding throughout this incident.

Read the full incident report →