TrekkSoft Outage History

Started Oct 11, 2026, 05:08 PM UTC· resolved Oct 11, 2026, 09:11 PM UTC

1. investigating Oct 11, 2026, 05:08 PM UTC

   Trekksoft is currently experiencing degraded system performance across a range of services. We are currenlty working to identify the source of the problem and the exact effects on the system.

2. investigating Oct 11, 2026, 05:09 PM UTC

   We are continuing to investigate this issue.

3. identified Oct 11, 2026, 06:06 PM UTC

   We have identified the source of the problem indicating a cyber attack. We are working to mitigate this attack.

4. resolved Oct 11, 2026, 09:11 PM UTC

   The incident has now been resolved. Thank you for your patience while we have worked through the problem. We will be releasing a post mortem with more details about the cause, over the coming days.

5. postmortem Oct 12, 2026, 08:40 AM UTC

   **Service disruption on 11th October 2026 — Postmortem** **Status: Resolved** **What happened** On 11 October, between approximately 17:50–18:55 and 19:45–22:40 CEST \(about 4 hours\), our platform had degraded performance. During this timespan, the majority of bookings and other actions across the Booking Widget, API, and POS could not be completed. Initial monitoring metrics resembled patterns consistent with a malicious traffic burst caused by a cyberattack, prompting our engineering team to investigate that vector first. After investigation it was identified the issue was not a cyber attack. There was no security breach, and no customer or payment data was affected. **Impact** For the duration of the disruption, requests to our systems did not complete as expected. Merchants and their customers would have seen errors or unresponsive pages when trying to book or manage activities. Service returned to normal at around 22:40 CEST. **What caused it** The disruption was triggered by an unusually high volume of bookings that overloaded our booking API, then our database. **What we're doing about it** To ensure high resilience against unexpected traffic spikes moving forward, we are implementing the following measures: * Automated API Autoscaling for bookings handled via our API * We are improving our monitoring alerts so our team can immediately tell the difference between a high-volume sale and a security threat, saving valuable diagnostic time. * Direct guidelines and communication channels with our customers about high traffic events, to prepare system resources in advance We understand disruptions like this affect your business and your own customers, and we're sorry for the impact. If you have any questions or believe you're still seeing related issues, please contact our support team.

Read the full incident report →

Started Aug 06, 2026, 10:17 AM UTC· resolved Aug 06, 2026, 12:57 PM UTC

1. investigating Aug 06, 2026, 10:17 AM UTC

   We are currently experiencing global issues in several Trekksoft production functionalities (a.o. Backoffice, POS Desk) meaning that you can neither access the TrekkSoft backoffice nor accept bookings via the booking widget, channel manager or website builder. Our developers are already investigating the root cause of the issue. We apologize for any inconvenience this may have caused and appreciate your patience as we work to resolve the issue. If you have any questions or concerns, please don't hesitate to contact us. We will make sure to keep you updated on the progress of this issue. We will keep you updated through our https://status.trekksoft.com/ for any further information. If you haven’t subscribed to it yet, we encourage you to do it.

2. monitoring Aug 06, 2026, 10:53 AM UTC

   We are currently monitoring the platform. Service has remained stable since the incident, and we continue to observe the system while our investigation remains ongoing.

3. resolved Aug 06, 2026, 12:57 PM UTC

   The platform is operating normally, and this incident is now considered resolved. We will continue investigating the circumstances surrounding the disruption as part of our post-incident review. A post-mortem with additional details will be shared once the investigation has been completed.

4. postmortem Aug 07, 2026, 06:36 AM UTC

   **Service disruption on 6 August 2026 — Postmortem** **Status: Resolved** **What happened** On 6 August, between approximately 12:00 and 12:22 CEST, our platform was unavailable for around 19 minutes. During this window, bookings and other actions across the Booking Widget, API, Admin Desk, Website Builder, and POS could not be completed. **Impact** For the duration of the disruption, requests to our systems did not complete as expected. Merchants and their customers would have seen errors or unresponsive pages when trying to book or manage activities. Service returned to normal at around 12:22 CEST. **What caused it** The disruption was triggered by a routine update to our database as part of a scheduled deployment. A change that is normally quick and low-impact interacted with one of the most heavily used parts of our system, which caused requests to queue up rather than complete. This built up quickly and made the platform unresponsive until the condition cleared and traffic drained back to normal. **What we're doing about it** We've identified the specific cause and the conditions that allowed a routine change to have this effect. We're putting several improvements in place, including changes to how these database updates are applied so they can't build up this kind of backlog again, and additional monitoring so we detect this type of issue ourselves before it affects service, rather than relying on error reports. We understand disruptions like this affect your business and your own customers, and we're sorry for the impact. If you have any questions or believe you're still seeing related issues, please contact our support team.

Read the full incident report →

Started Jun 20, 2026, 06:13 AM UTC· resolved Jun 22, 2026, 06:25 AM UTC

1. investigating Jun 20, 2026, 06:13 AM UTC

   We are currently experiencing issues in some Trekksoft production functionalities (a.o. Backoffice, POS Desk). This might result in you not being able to access the Backoffice or POS Desk. Our developers are already investigating the root cause of the issue. We apologize for any inconvenience this may have caused and appreciate your patience as we work to resolve the issue. If you have any questions or concerns, please don't hesitate to contact us. We will make sure to keep you updated on the progress of this issue. We will keep you updated through our statuspage for any further information. If you haven’t subscribed to it yet, we encourage you to do it.

2. investigating Jun 20, 2026, 06:41 AM UTC

   The ongoing technical issue is also impacting booking functionality for certain accounts, preventing new bookings from being received. Our development team is actively working on a fix. Thank you for your patience as we work to resolve this completely. We will keep you updated here.

3. monitoring Jun 20, 2026, 08:22 AM UTC

   Certain domains and subdomains were inaccessible this mornig, which caused the temporary disruptions to TrekkSoft production functionalities (including the Backoffice, POS Desk, and Booking Widgets). All systems and services are now fully operational and working as expected. Next Steps: Our engineering team is closely monitoring performance and stability to ensure everything remains running smoothly. We appreciate your patience while we brought services back online. Another update will be provided once we formally close the incident.

4. resolved Jun 22, 2026, 06:25 AM UTC

   This incident has been resolved.

5. postmortem Jun 25, 2026, 06:45 AM UTC

   **Incident Description:** On June 20th, between 04:41 and 08:45 CEST, several of our customer-facing services, including Admin Desk, POS Desk, and TrekkSoft-hosted websites, experienced slow load times and intermittent unavailability. **Cause and Resolution** The disruption was caused by a sustained DDoS attack on our shared infrastructure. Our engineering team successfully identified and blocked the source of the traffic, restoring full service within approximately 4 hours. No customer data was compromised during this incident. **Preventive Measures and Recommendations:** 1. Increasing infrastructure capacity and automatic traffic protections. 2. Implementing stricter isolation boundaries so an issue with one account cannot affect others. 3. Deploying advanced bot-management tools to block malicious traffic proactively. We apologize for the disruption to your operations and appreciate your understanding.

Read the full incident report →

Started Jun 18, 2026, 04:02 PM UTC· resolved Jun 18, 2026, 07:11 PM UTC

1. identified Jun 18, 2026, 04:02 PM UTC

   We are currently experiencing global issues in several Trekksoft production functionalities (a.o. Backoffice, POS Desk) that could potentially be affecting access to the TrekkSoft backoffice and bookings via the booking widget, channel manager or website builder. Our developers are already investigating the root cause of the issue. We apologize for any inconvenience this may have caused and appreciate your patience as we work to resolve the issue. If you have any questions or concerns, please don’t hesitate to contact us. We will make sure to keep you updated on the progress of this issue. We will keep you updated through our statuspage for any further information. If you haven’t subscribed to it yet, we encourage you to do it.

2. monitoring Jun 18, 2026, 04:07 PM UTC

   For a short period of time, certain domains and subdomains were inaccessible, which caused the temporary disruptions to TrekkSoft production functionalities (including the Backoffice, POS Desk, and Booking Widgets). Current Status: System Recovery: All systems and services are now fully operational and working as expected. Next Steps: Our engineering team is closely monitoring performance and stability to ensure everything remains running smoothly. We appreciate your patience while we brought services back online. Another update will be provided once we formally close the incident.

3. resolved Jun 18, 2026, 07:11 PM UTC

   We have successfully resolved the recent performance issues, and all platform functions have returned to normal operations. No customer or system data was compromised during this incident. We will continue to closely monitor all systems to ensure ongoing stability and performance. Thank you for your patience and understanding.

4. postmortem Jun 19, 2026, 01:06 PM UTC

   **Incident Date: June 18th, 2026** Incident Duration: Approximate 20 minutes **Incident Description:** On June 18th at around 17:15 CEST, our infrastructure experienced a sudden surge of abnormal automated traffic directed at one of our merchant sites, which degraded performance across the platform. **Impact:** The incident caused slow load times and intermittent unavailability across several of our customer-facing services, including the AdminDesk, POS Desk, Booking Widget, and TrekkSoft-hosted merchant websites. Because the traffic surge overloaded a shared infrastructure layer, the impact extended beyond the targeted merchant to other customers on the same infrastructure. The degraded performance lasted approximately 20 minutes, with full service restored by 17:35 CEST. **No customer data was affected.** **Resolution:** Once our engineering team identified the source of the abnormal traffic, they blocked it to stop the issue. Systems recovered as the traffic was cut off, and we monitored stability through the rest of the day to confirm full recovery. **Preventive Measures and Recommendations:** We remain committed to strengthening the resilience of our platform. We have already begun work to add infrastructure capacity and improve our automatic traffic protections, so that a single source of abnormal traffic can no longer impact other customers sharing the same infrastructure.

Read the full incident report →

Started Jun 13, 2026, 03:30 PM UTC· resolved Jun 13, 2026, 05:50 PM UTC

1. resolved Jun 13, 2026, 07:05 PM UTC

   We have successfully resolved a brief recurrence of the performance issues experienced yesterday, and all TrekkSoft platform functions have returned to normal operations. Earlier today (from 17:30 CEST until 19:30 CEST), our infrastructure was targeted by a similar cyber attack to the one we faced yesterday. Because our engineering and security teams were already on high alert and actively hardening our defenses, we were able to identify, isolate, and mitigate the threat almost immediately. Importantly, we can once again confirm that no customer or system data was compromised during this incident. Our teams will remain on high alert and will continue to closely monitor all systems around the clock to ensure ongoing stability and performance. We appreciate your continued patience and understanding as we navigate this.

2. postmortem Jun 25, 2026, 07:25 AM UTC

   **Incident Description:** On June 13th at around 18:10 CEST, our platform experienced degraded performance caused by a DDoS attack targeting one of our merchant's domains. **Impact:** The incident caused slow load times across several customer-facing services, including AdminDesk, POS Desk, Website Builder, and TrekkSoft-hosted merchant websites. The degraded performance lasted approximately 1 hour 40 minutes, with full service restored by 19:50 CEST. No customer data was compromised. **Resolution:** Our engineering team identified the attack, set up traffic blocking rules to stop the affected domains, and rebooted the impacted infrastructure to fully restore service. **Preventive Measures and Recommendations:** We have begun work to strengthen our DDoS mitigation capabilities, so that attacks targeting a single merchant's domains can be detected and blocked more rapidly before they impact the broader platform.

Read the full incident report →

Started May 11, 2026, 03:22 PM UTC· resolved May 11, 2026, 06:17 PM UTC

1. investigating May 11, 2026, 03:22 PM UTC

   We are currently experiencing global issues in several Trekksoft production functionalities (a.o. Backoffice, POS Desk) meaning that you can neither access the TrekkSoft backoffice nor accept bookings via the booking widget, channel manager or website builder. Our developers are already investigating the root cause of the issue. We apologize for any inconvenience this may have caused and appreciate your patience as we work to resolve the issue. If you have any questions or concerns, please don't hesitate to contact us. We will make sure to keep you updated on the progress of this issue. We will keep you updated through our statuspage for any further information. If you haven’t subscribed to it yet, we encourage you to do it.

2. monitoring May 11, 2026, 03:49 PM UTC

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

3. resolved May 11, 2026, 06:17 PM UTC

   The incident has been fully resolved, and all systems are back to normal operation. We are currently conducting a thorough internal review and will publish a detailed post-mortem report tomorrow.

4. postmortem May 12, 2026, 12:20 PM UTC

   **Overview:** Yesterday, between 17:02 and 17:43 CEST, TrekkSoft services \(including API, Backoffice, POS Desk, TrekkSoft Mobile App \(mPOS\), TrekkSoft Website Builder\) experienced a period of downtime. Our message queuing service \(CloudAMQP\) became unresponsive due to being overwhelmed by a volume of traffic that exceeded its capacity. **Timeline:** * 17:02 CEST: Start of outage. * 17:25 CEST: Engineering initiated an infrastructure upgrade. * 17:43 CEST: All services were fully restored and stabilized. **Next Steps & Prevention:** Infrastructure Scaling: We have permanently moved to a higher-tier service plan to provide a larger buffer for traffic spikes. We apologize for the interruption and appreciate your patience as we worked to restore service.

Read the full incident report →

Started Nov 12, 2025, 07:05 PM UTC· resolved Nov 12, 2025, 09:39 PM UTC

1. investigating Nov 12, 2025, 07:05 PM UTC

   We are investigating an issue causing payment failures. We've traced the problem to our external payment gateway and are monitoring their investigation. We will update you as we learn more.

2. identified Nov 12, 2025, 07:10 PM UTC

   We've received confirmation from Worldline that the following services are currently interrupted: - Processing of online transactions from Saferpay by American Express CH - Processing of online transactions from Saferpay by American Express DE - Processing of online transactions from Saferpay by Giropay - Processing of online transactions from Saferpay by Intercard - Processing of online transactions from Saferpay by Klarna - Processing of online transactions from Saferpay by Worldline CH - Processing of online transactions from Saferpay by Worldline EU - Processing of online transactions from Saferpay by American Express SafeKey - Processing of online transactions from Saferpay by Saferpay Backoffice - Processing of online transactions from Saferpay by Diners ProtectBuy - Processing of online transactions from Saferpay via Mastercard ID Check - Processing of online transactions from Saferpay via VISA Secure - Processing of TWINT online transactions from Saferpay (SATA)

3. monitoring Nov 12, 2025, 08:24 PM UTC

   We've seen some improvements in payments handling, but are still observing issues related to SCA/3DS redirects back to Saferpay. Transactions without additional user authentication seem to be processed again.

4. monitoring Nov 12, 2025, 09:16 PM UTC

   Processing has been stable for the last 20 minutes. We'll continue monitoring the situation.

5. resolved Nov 12, 2025, 09:39 PM UTC

   Saferpay has confirmed that the incident is resolved. At the current time we do not have further information about the cause of the incident. Start of disruption: Wednesday, November 12, 2025, 19:07 CET End of disruption: Wednesday, November 12, 2025, 21:40 CET We apologize for any inconvenience this has caused you.

Read the full incident report →

Started Oct 20, 2025, 09:52 AM UTC· resolved Oct 21, 2025, 07:49 AM UTC

1. monitoring Oct 20, 2025, 09:52 AM UTC

   Our Amazon cloud hosting service AWS is experiencing disruptions across the globe. At the moment hundreds of companies/services using AWS are not working. Currently all TrekkSoft and ExperienceBank services appear to be working correctly but we remain vigilant for a possible downtime because of the Amazon issues this morning. If you have upcoming tours we advise you to download guest manifests for today/tomorrow including pick up points. We will continue to update you as the situation evolves.

2. monitoring Oct 20, 2025, 10:42 AM UTC

   We are continuing to monitor for any further issues.

3. monitoring Oct 20, 2025, 03:03 PM UTC

   Our Amazon cloud hosting service Amazon Web Services (AWS) continues to experience global disruptions, which are impacting hundreds of companies. Currently, all TrekkSoft and ExperienceBank services appear to be working correctly. However, we remain highly vigilant and prepared for possible downtime due to the ongoing AWS instability. If you have upcoming tours we advise you to download guest manifests for today/tomorrow including pick up points. Due to the ongoing situation on AWS, we will be postponing our planned maintenance from Tuesday 21st to Wednesday 22nd of October between 6-8AM CEST. We will continue to monitor the ongoing situation with AWS in case it will force us to shift our maintenance plans yet again and, provide updates as they become available.

4. resolved Oct 21, 2025, 07:49 AM UTC

   We are pleased to confirm that the Amazon Web Services (AWS) service disruptions have been fully resolved. All TrekkSoft and ExperienceBank services remained stable throughout the event. Thank you for your patience.

Read the full incident report →

Started Oct 14, 2025, 04:00 AM UTC· resolved Oct 14, 2025, 10:39 AM UTC

1. monitoring Oct 14, 2025, 04:00 AM UTC

   To continue improving our product’s performance and deliver an even better experience, we’ll be performing essential scheduled maintenance. During this time, there may be temporary downtime, though we expect any interruption to last no longer than two hours. When: Tuesday, October 14th, 6:00 – 8:00 am CEST We understand how important uninterrupted access is, and we truly appreciate your patience and understanding as we make this upgrade. If you have any questions or concerns, please don’t hesitate to reach out to our support team.

2. monitoring Oct 14, 2025, 06:23 AM UTC

   Our scheduled maintenance is taking a bit longer than expected. The process is still ongoing, and some services may remain unavailable for a short while longer. We’re actively working to complete the update and verify everything is running smoothly. We’ll share another update as soon as maintenance is complete. Thank you for your continued patience and understanding.

3. monitoring Oct 14, 2025, 08:21 AM UTC

   To accelerate the backup process required for our upcoming upgrade, we will temporarily disable HTTP traffic for both our web app and API. During this time, the system will be unavailable, and you may encounter a gateway error (e.g., 502) when attempting to access it. Once the backup is complete, our team will need an additional 30 minutes to finalize the upgrade before restoring full access. We sincerely apologize for the inconvenience and appreciate your understanding as we work to improve system performance and reliability.

4. monitoring Oct 14, 2025, 08:21 AM UTC

   To accelerate the backup process required for our upcoming upgrade, we will temporarily disable HTTP traffic for both our web app and API. During this time, the system will be unavailable, and you may encounter a gateway error (e.g., 502) when attempting to access it. Once the backup is complete, our team will need an additional 30 minutes to finalize the upgrade before restoring full access. We sincerely apologize for the inconvenience and appreciate your understanding as we work to improve system performance and reliability.

5. monitoring Oct 14, 2025, 08:45 AM UTC

   The upgrade has been successfully completed, and HTTP traffic has been re-enabled, restoring full access to the system. Our team continues to monitor performance to ensure everything is running smoothly. Thank you again for your patience and understanding during today’s upgrade.

6. resolved Oct 14, 2025, 10:39 AM UTC

   The scheduled maintenance has been completed. All functionalities are operational. Thank you again for your continued patience and understanding.

Read the full incident report →

Started Aug 06, 2025, 07:18 AM UTC· resolved Aug 07, 2025, 09:29 AM UTC

1. investigating Aug 06, 2025, 07:18 AM UTC

   We are currently investigating an issue where some booking notifications are not being received by users. Please note that this issue does not appear to be affecting all accounts. Our developers are actively investigating the root cause and working to resolve it. We apologize for any inconvenience this may cause and appreciate your patience. We will share further updates as soon as we have more information.

2. investigating Aug 06, 2025, 08:43 AM UTC

   We are continuing to investigate this issue.

3. identified Aug 06, 2025, 08:44 AM UTC

   We identified the root cause of the issue and trying to re-establish notifications as soon as possible.

4. identified Aug 06, 2025, 11:54 AM UTC

   We have been experiencing an incident with our external email distribution service. As a result some notifications were not sent. It affects all notifications to merchants, resources or guests. This has not prevented new bookings meanwhile. We have identified the cause as phishing emails and therefore the email service has been temporarily stopped for security measures. We expect the email service to be put back online within working hours today, with measures preventing any further phishing emails. Be aware that the "resend" option in the booking details is as well not functional at the moment. In the meantime, if you have customers reaching out to you, you can go to the booking and download the ticket and send it to them in a separate email. We'd like to emphasize that our teams are here to help and available for you to reach out if you have any further questions or need help with the above. Your business continuity is our first priority and we are here to support you.

5. monitoring Aug 06, 2025, 05:33 PM UTC

   All notifications are being sent again. The temporary disruption was caused by a phishing email detected by our external email distribution service. We will continue to monitor the situation closely. We apologize for any inconvenience this may have caused.

6. resolved Aug 07, 2025, 09:29 AM UTC

   The incident has been resolved and booking notifications are being delivered as expected. As mentioned, the root cause seemed to be related to a phishing email attack detected by our external email distribution service. A more detailed explanation of the incident will be shared in the coming days. Our client services teams remain at your disposal for any continued support you may need. We sincerely apologize once again for any inconvenience caused.

7. postmortem Aug 12, 2025, 01:53 PM UTC

   **Incident Date:** August 5, 2025 6pm CEST – August 6, 2025, 7pm CEST **Incident Duration:** Approximately 25 hours **Affected Services:** Email notifications ### **Incident Description** On August 5, at around 5:58 PM CEST, our email delivery service provider suspended our account due to a sudden and significant increase in automated emails being sent from our platform. This action was a precautionary measure on their part to prevent potential misuse. As a result, all email notifications, including booking confirmations for guests, merchants, resources as well as pre/post trip notifications, were completely halted. Full service was restored by 7:04 PM CEST on August 6, with all pending emails successfully delivered by August 8th. ### **Impact** The incident led to a complete halt of all email notifications. During this 25-hour period, customers and merchants did not receive booking confirmations or other important email updates from our system. We have since verified that all emails that were not delivered during the outage have been sent. ### **Resolution** Our team immediately began investigating the cause of the service interruption. We discovered that a fraudulent account had been created on our platform and was being used to send a large volume of unsolicited emails, which triggered the suspension. To resolve the issue and regain access to our email service, we took the following steps: * **Identified and disabled the fraudulent account** to stop the malicious activity. * **Disabled our public signup page** as an immediate and temporary measure to prevent any similar accounts from being created. * **Coordinated with our email service provider** to explain the situation and demonstrate that the threat had been contained. * **Implemented security enhancements** including rotating our system's API keys and increasing account security. * **Re-queued backlogged emails** in our service provider. * **Manually resent** all the guest notification emails that could not be processed by our email provider. ### **Preventive Measures and Recommendations** We are committed to strengthening our security to prevent similar incidents in the future. To that end, we have outlined the following actions: * **Implement enhanced trial account vetting:** We will introduce additional checks to verify new accounts before they are granted access to email-related functionality. * **Set up email volume monitoring:** We are establishing automated alerts that will notify our team of any unusual email volume from a single account, allowing us to proactively identify and address potential misuse. * **Reinforce endpoint security:** We will implement rate-limiting on key endpoints to prevent them from being abused by automated systems. Our team is dedicated to providing a secure and reliable platform for our users. We sincerely apologize for the inconvenience this incident caused and are working diligently to implement these new measures.

Read the full incident report →

Started Jul 12, 2025, 09:53 AM UTC· resolved Jul 14, 2025, 12:41 PM UTC

1. investigating Jul 12, 2025, 09:53 AM UTC

   We are currently experiencing an issue that is preventing bookings from being placed. The affected parts of the system include the Booking Widget, PoS desk, and the mPoS mobile app, which is currently inaccessible. Users who host their site via the Trekksoft Website Builder may also be unable to access their site. While channel manager bookings are still being taken via OTAs, they are not being processed on our system at the moment. We are actively investigating the root cause to find the quickest solution to restore booking functionality. We will keep you updated and apologize for the inconvenience caused.

2. identified Jul 12, 2025, 10:57 AM UTC

   Since 10:29am, our company experienced a targeted attack on several subdomains making the system unavailable. We are taking measures to stop the attack. We will keep you updated.

3. monitoring Jul 12, 2025, 12:51 PM UTC

   The situation seems to be stabilizing making all parts of the system available again. Custom domains are now accessible. Bookings appear to be working as expected on all channels now, and OTA bookings will beginning to be processed. The root cause of the issue was an attack. We will keep monitoring the situation to make sure all systems are performing well.

4. identified Jul 12, 2025, 01:13 PM UTC

   The attack has resume and the system is down again. We are taking measures to find a definite solution to stop the attack. We will keep you updated and apologize for the inconvenience caused.

5. monitoring Jul 12, 2025, 04:01 PM UTC

   Trekksoft Systems have been targeted today by a well coordinated cyber attack. Our teams have been working tirelessly to defend against this issue and have put in place several measures that have for now, reestablished normal functionality in all areas of the system. However we continue to see the aggressors make efforts to disrupt the system. We continue to monitor the situation and be on high alert until these attacks have subsided. We apologize for the inconvenience caused and will continue to provide updates.

6. resolved Jul 14, 2025, 12:41 PM UTC

   All Trekksoft functionalities are now operating normally. We will provide a postmortem of the incident as soon as possible. We apologize once again for any inconvenience this may have caused.

7. postmortem Jul 14, 2025, 01:29 PM UTC

   **Incident Date: Jul 12, 2025** Incident Duration: Approx 6 hours Affected services: TrekkSoft API, TrekkSoft backoffice, POS Desk, TrekkSoft Mobile Applications \(mPOS\), TrekkSoft Website Builder **Incident Description:** On July 12 at around 10:30AM CEST, our system experienced a significant Distributed Denial-of-Service \(DDoS\) attack that severely disrupted service availability across our platform \(Backoffice login page and subdomains\) Impact: The incident critically affected the functionality of most of our services, making it impossible for users to access booking information or create new bookings. Bookings done through Online Travel Agencies \(OTAs\) could not be processed by our system during this period. The total downtime lasted approximately 6 hours, with full service restored by 5:00PM CEST. **Resolution:** To mitigate the attack and restore services, we implemented the following measures: * IP blocking via Web Application Firewall \(WAF\) * Enforcement of CAPTCHA to limit automated traffic * Scaling our infrastructure up to better handling the load **Preventive Measures and Recommendations:** To strengthen our defenses and prevent similar incidents in the future, we are taking the following actions: * **WAF Expansion:** We will extend our Web Application Firewall \(WAF\) coverage to all TrekkSoft-managed domains, including those of our merchants, to ensure comprehensive protection across our ecosystem. At TrekkSoft, system security and reliability remain our top priorities. In the coming days, we will start implementing these measures to enhance our security. We apologize for any inconvenience this caused.

Read the full incident report →

Started Jun 30, 2025, 08:06 PM UTC· resolved Jul 01, 2025, 07:07 AM UTC

1. investigating Jun 30, 2025, 08:06 PM UTC

   We are currently experiencing intermittent system failures due to a database overload. As a result, you may encounter issues accessing the backoffice or receiving bookings online. Our team is actively working to resolve the issue, and we apologize for any inconvenience this may cause

2. monitoring Jul 01, 2025, 05:55 AM UTC

   The system has been stable and fully operational since 10:15 PM CEST on June 30. We will continue to monitor the situation closely and provide a more detailed update later today.

3. resolved Jul 01, 2025, 07:07 AM UTC

   The incident has been resolved, and all TrekkSoft functionalities are operating as expected. The intermittent failure was due to a database overload. A more detailed explanation of the incident will be shared as soon as possible. We sincerely apologize once again for any inconvenience caused.

4. postmortem Jul 02, 2025, 01:19 PM UTC

   **Incident Date**: June 30th 2025 **Incident Duration**: Approximately 45 min **Affected Services**: TrekkSoft Backoffice ‌ **Incident Description:** On June 30th, around 20:00 CEST, our system went unresponsive, causing an intermittent downtime of approximately 45 min. This was due to a node’s failure that led to a boost in database connections which crashed the system. **Impact**: The unresponsiveness of approx 45 minutes resulted in issues accessing the Backoffice or receiving online bookings. **Resolution:** Once we identified the faulty part, the node was rebooted and this fixed the issue. **Preventive Measures:** We will be working on improving how quickly we can detect node failures and reviewing whether there is a need to add additional nodes.

Read the full incident report →

Started Jun 19, 2025, 11:40 AM UTC· resolved Jun 19, 2025, 03:02 PM UTC

1. investigating Jun 19, 2025, 11:40 AM UTC

   We are currently experiencing an issue with bookings notifications delivery. Notifications look delivered on our end but actually not received. Our developers are already investigating the root cause of the issue. We're sorry for any inconvenience this has caused and appreciate your patience as we work to fix it. We'll keep you updated on our progress.

2. monitoring Jun 19, 2025, 12:42 PM UTC

   The notification emails that where not sent are being sent. The root cause of the issue was a problem with one of our systems. We will keep monitoring the situation

3. resolved Jun 19, 2025, 03:02 PM UTC

   The incident has been resolved and booking notifications are being delivered as expected. As mentioned, the root cause seemed to be related to an issue in one of our systems. We sincerely apologize once again for any inconvenience caused.

Read the full incident report →

Started Jun 12, 2025, 08:06 AM UTC· resolved Jun 12, 2025, 08:06 AM UTC

1. resolved Jun 12, 2025, 08:06 AM UTC

   On June 11th, between 8:30 PM and 9:20 PM, our company experienced a targeted attack on several subdomains. During this time, key applications—including Admin Desk, POS Desk, Booking Widget, and Website Builder—were partially or fully unavailable. As a result, bookings were not being processed successfully. After an analysis by the engineering team, patterns for the attack as well as the source was identified and the IP address successfully blocked. Bookings originating from OTAs were subsequently reprocessed and delivered later that evening. As improvement steps, we plan to change our proxies used for subdomains and move them to a web application firewall. We apologize for any inconvenience this may have caused.

Read the full incident report →

Started Apr 16, 2025, 07:09 PM UTC· resolved Apr 17, 2025, 07:08 AM UTC

1. investigating Apr 16, 2025, 07:09 PM UTC

   We are currently experiencing issues with custom domains not being accessible. Therefore the option to book might be limited. Our developers are already investigating the root cause of the issue. We apologize for any inconvenience this may have caused and appreciate your patience as we work to resolve the issue. If you have any questions or concerns, please don't hesitate to contact us. We will make sure to keep you updated on the progress of this issue.

2. monitoring Apr 16, 2025, 08:36 PM UTC

   Custom domains are now accessible again. The root cause of the issue was an attack, which was now successfully being blocked. We will keep monitoring the situation.

3. resolved Apr 17, 2025, 07:08 AM UTC

   The incident has been resolved, and all TrekkSoft functionalities are operating as expected since Wednesday, 22:16pm CEST. Our investigation revealed that an attack happened affecting custom domains. We aim to publish a detailed post-mortem later today. We sincerely apologize once again for any inconvenience caused.

4. postmortem Apr 23, 2025, 03:10 PM UTC

   **Incident Date**: April 16th 2025 **Incident Duration**: Approximately 4 hours **Affected Services**: TrekkSoft Backoffice, TrekkSoft Website Builder ‌ **Incident Description:** On April 16th, around 18:00 CEST, our system was hit by an attack that caused unusually high network traffic. This led to about 4 hours of downtime, during which the system was unusable for those using a custom domain. **Impact**: The outage of approximately 4h affected the Backoffice and Website Builder sections of the system. **Resolution:** Once we identified the source of the attack, we blocked it to stop the issue. **Preventive Measures:** We are now working on strengthening our protection and improving how quickly we can detect and respond to similar problems in the future.

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Started Jan 31, 2025, 08:40 AM UTC· resolved Jan 31, 2025, 09:21 AM UTC

1. investigating Jan 31, 2025, 08:40 AM UTC

   We want to inform you about an ongoing issue with the Payyo payment gateway. Currently, multiple errors are occurring when customers attempt to make payments on our hosted payment page (HPP), which may prevent transactions from being completed. We are in close contact with Payyo and will keep you updated on the situation. You can also check for real-time updates at http://status.payyo.ch/. We apologize for any inconvenience and appreciate your patience as we work to resolve this. If you have any questions or concerns, please don’t hesitate to reach out.

2. resolved Jan 31, 2025, 09:21 AM UTC

   We're happy to inform you that the incident has been resolved. Payyo's platform is now stable, and customers can successfully proceed with payments again. We sincerely apologize for any inconvenience this may have caused.

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Started Dec 06, 2024, 01:51 PM UTC· resolved Dec 09, 2024, 08:37 AM UTC

1. investigating Dec 06, 2024, 01:51 PM UTC

   We are currently experiencing an issue that is preventing bookings from being placed. The affected parts of the system included the Booking Widget, PoS desk, and the mPoS mobile app, which is currently inaccessible. Users who host their site via the Trekksoft Website Builder may not be affected. While channel manager bookings are still being taken via OTAs, they might not be processed on our system at the moment. Our developers are already investigating the root cause of the issue. We apologize for any inconvenience this may have caused and appreciate your patience as we work to resolve the issue. If you have any questions or concerns, please don't hesitate to contact us. We will make sure to keep you updated on the progress of this issue. We will keep you updated on our status page for any further information. If you haven’t subscribed to it yet, we encourage you to do it.

2. investigating Dec 06, 2024, 02:11 PM UTC

   We are continuing to investigate this issue.

3. investigating Dec 06, 2024, 02:12 PM UTC

   We are continuing to investigate this issue.

4. monitoring Dec 06, 2024, 02:36 PM UTC

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

5. monitoring Dec 06, 2024, 03:07 PM UTC

   After implementing a fix, affected parts became functional again, unfortunately, we see a downgraded performance again preventing bookings from being placed. Our Engineering team keeps on investigating. The affected parts of the system including the Booking Widget, PoS desk, and the mPoS mobile app are currently inaccessible to take bookings. While channel manager bookings are still being taken via OTAs, they might not be processed on our system at the moment. Once again we apologize for the issues this might cause and we will keep you posted.

6. monitoring Dec 06, 2024, 04:48 PM UTC

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

7. resolved Dec 09, 2024, 08:37 AM UTC

   The incident has been resolved, and all TrekkSoft functionalities are operating as expected since Friday 7:38pm CET. Our investigation revealed that the system slowdown was caused by an increase in CPU usage on our database cluster. By scaling up the database cluster, we were able to stabilize the system. However, we will explore measures to prevent similar issues in the future. A detailed postmortem of the incident will be shared in the coming days. We sincerely apologize once again for any inconvenience caused.

8. postmortem Dec 10, 2024, 04:50 PM UTC

   **Incident Date**: December 6th 2024 **Incident Duration**: Approximately 4 hours \(intermittently\) **Affected Services**: TrekkSoft Backoffice, POS Desk, TrekkSoft Mobile App \(mPOS\) ‌ **Incident Description:** On Friday Dec 6th at 1:44 pm CET the system experienced a slowdown due to a combination of slow schedule queue messages and resource-intensive reporting queries. **Impact**: The slowdown affected TrekkSoft Back office, POS Desk and TrekkSoft mobile App \(mPOS\) which intermittently prevented bookings from being made. **Resolution:** Slow schedule messages were moved to a temporary queue to stabilize the system **Preventive Measures:** To prevent further disruptions, we scaled up the system capacity to handle the increased load ensuring smoother operations over the weekend. The system has since stabilized, and further optimizations are being planned to mitigate future issues.

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Started Dec 02, 2024, 11:40 AM UTC· resolved Dec 03, 2024, 12:52 PM UTC

1. investigating Dec 02, 2024, 11:40 AM UTC

   We are currently experiencing a system delay that is causing a general slowdown of the system, this might result in error messages being shown and also might prevent some bookings from being placed. The affected areas include the booking widget, PoS desk and the mPoS mobile app. Our developers are actively investigating the root cause of this issue. We sincerely apologize for any inconvenience this may have caused and appreciate your patience as we work toward a resolution. If you have any questions or concerns, please feel free to reach out to us. We will keep you informed of any updates through our https://status.trekksoft.com page. If you haven't subscribed yet, we encourage you to do so to stay updated.

2. investigating Dec 02, 2024, 12:37 PM UTC

   We are continuing to investigate this issue.

3. monitoring Dec 02, 2024, 12:39 PM UTC

   We have identified the root cause, applied a fix, and are currently monitoring the results.

4. monitoring Dec 02, 2024, 05:27 PM UTC

   We are continuing to monitor for any further issues.

5. resolved Dec 03, 2024, 12:52 PM UTC

   The incident has been resolved, and all TrekkSoft functionalities are operating as expected. Our investigation revealed that the system slowdown, which caused error messages during booking attempts and prevented some bookings from being processed, was triggered by an unexpected increase in system requests (e.g. a high volume of reporting requests). We have implemented a fix that appears to have resolved the issue and are actively exploring measures to prevent similar issues in the future. A detailed postmortem of the incident will be shared in the coming days. We sincerely apologize once again for any inconvenience caused.

6. postmortem Dec 09, 2024, 02:14 PM UTC

   **Incident Date**: December 2nd 2024 **Incident Duration**: Approximately 5 hours \(intermittently\) **Affected Services**: TrekkSoft Backoffice, POS Desk, TrekkSoft Mobile App \(mPOS\) **Incident Description**: On Monday, Dec 2nd, at 12:13 PM CET, system slowness was reported, leading to an inability to process bookings. Earlier that morning, an alert indicated web response times exceeding 1.0 seconds for over 10 minutes. **Impact**: Investigation revealed it was caused by resource-heavy queries, making the system unresponsive. **Resolution**: This issue coincided with increased demand for year-end reports, likely contributing to the slowdown. Queues for reporting and scheduling were overloaded, with pending messages being gradually consumed after being moved to temporary queues. **Preventive Measures:** Further monitoring and optimization are ongoing to prevent similar issues.

Read the full incident report →