Post-Incident Report: August 19th Service Disruption

Update timeline

1. resolved Aug 19, 2026, 10:40 AM UTC

   Status: Resolved TRYBE · POST-INCIDENT REPORT Trybe Service Disruption Published: 26 August 2026 STATUS Resolved DURATION Approximately 4 hours (11:40–15:42 BST) IMPACT Platform access, booking management, email delivery, and access-gate integration at a subset of properties Summary On 19 August 2026, a subset of Trybe properties experienced a service disruption lasting approximately four hours. The disruption was caused by an issue with the DNS configuration of the try.be: http://try.be domain, rather than any fault within the Trybe application or its underlying infrastructure. Access was fully restored the same day. No guest, booking, or other customer data was accessed, altered, or lost at any point during the incident. Impact Area: What operators experienced Platform access Unable to log in to Trybe Calendars & bookings Unable to view or manage bookings Email Inbound and outbound email via try.be: http://try.be addresses were delayed Recovery was staggered across properties. This is expected behaviour for a DNS-related issue: once a fix is applied, individual networks refresh their cached DNS records at different times, so some operators regained access sooner than others. Timeline (BST) Time Event 11:40 Issue detected; investigation begins 11:44 Incident declared; status page updated ~12:10 Root cause identified: DNS delegation for try.be: http://try.be had been suspended 13:59 DNS delegation restored; fix deployed 14:27 Service confirmed recovered; team moves to monitoring 15:42 Incident closed Root Cause As part of routine compliance checks, domain registries periodically verify that registrant contact details are accurate and up to date. In this case, a contact-verification check failed because the registrant details had not been kept current by our registrant, and the registry suspended DNS delegation for try.be: http://try.be as a result. Resolution Once the cause was identified, our team worked directly with our domain registrar to verify the correct contact information and restore DNS delegation. A fix was deployed the same day, and normal service resumed for affected properties, with full recovery confirmed through monitoring shortly after. Preventive Measures Following this incident, we have reviewed the process that led to it and have made changes so this specific issue cannot recur. We continue to invest in the monitoring, resilience and operational practices that keep Trybe reliable, and this incident has directly informed that ongoing work. If you would like more information on the steps we're taking, please contact your account manager or [email protected]: mailto:[email protected] and we're happy to discuss this with you directly. Closing We recognise the disruption this caused to your operations and your guests, and we apologise for the inconvenience. If you have questions about this incident or its impact on your property, please contact our support team.