Thanx experienced a minor incident on August 25, 2025, lasting 11d 4h. The incident has been resolved; the full update timeline is below.
Update timeline
- investigating Aug 25, 2025, 08:57 PM UTC
We are investigating reports of loyalty timeout errors impacting Olo customers. Thanx has escalated this and is coordinating with Olo ti diagnose the issue.
- investigating Aug 26, 2025, 05:48 PM UTC
Our team is continuing to urgently investigate the issue. We are in close communication with the Olo team. We will post an update as soon as we have a material update on this situation.
- resolved Aug 28, 2025, 05:19 AM UTC
We are closing this incident as there is not evidence of anything wrong with the Thanx platform. That said, we are continuing to escalate this with Olo and gather more information as customers continue to report elevated instances of "loyalty response timeouts". Thanx engineering has completed a detailed review of the past 24 hours of network traffic during which Olo continues to report elevated loyalty response timeouts. Based on Cloudflare network logs (the lowest level of our infrastructure stack), Thanx systems have remained healthy, with only 0.002% of requests taking longer than 5 seconds (the definition of a "timeout"). Nearly 20% of the internet's traffic runs through Cloudflare so we consider this a reliable indicator of our platform stability.
- investigating Aug 29, 2025, 08:18 PM UTC
There is an intermittent issue impacting some loyalty orders through the Olo <> Thanx integration. A small subset of guests may experience order failures due to “loyalty response timeouts". Thanx and Olo are actively engaged at the highest levels to resolve this. We will provide updates as we learn more. You can continue to track this issue on the Olo Status page status.olo.com or continue to monitor here.
- monitoring Sep 02, 2025, 09:13 PM UTC
The intermittent errors through the Thanx <> Olo integration have subsided substantially over the last 72 hours. We're currently observing normal behavior between the systems and continue to monitor the situation.Olo and Thanx are still actively engaged at the highest levels to resolve this. We will continue provide updates as we learn more. You can continue to monitor here or via the Olo status page at status.olo.com.
- monitoring Sep 04, 2025, 05:00 AM UTC
We observed a minor spike of intermittent loyalty response timeouts between 17:00:00 UTC and 17:19:57 UTC on Sep 3. Thanx engineering has confirmed that our systems remain healthy, and we are actively engaged with the Cloudflare team to diagnose the situation. At this time, we are observing normal behavior between the systems. We remain in close communication with both Olo and Cloudflare and will continue to provide updates here as we learn more. You can continue to monitor here or via the Olo status page at status.olo.com.
- resolved Sep 06, 2025, 01:24 AM UTC
The intermittent errors through the Olo <> Thanx integration have subsided substantially over the last week, we're still observing improved behavior between the systems and continue to monitor the situation. Thanx and Olo are still actively engaged at the highest levels to resolve this. We will provide updates as we learn more. You can continue to track this issue on the Olo Status page status.olo.com or continue to monitor here.