Twilio incident

Missing Data in Voice Insights / Console Subaccount Rollup

Minor Resolved View vendor source →

Twilio experienced a minor incident on September 15, 2026 affecting Voice Insights US1, lasting 1d 6h. The incident has been resolved; the full update timeline is below.

Started
Sep 15, 2026, 03:51 AM UTC
Resolved
Sep 16, 2026, 10:49 AM UTC
Duration
1d 6h
Detected by Pingoru
Sep 15, 2026, 03:51 AM UTC

Affected components

Voice Insights US1

Update timeline

  1. investigating Sep 15, 2026, 03:51 AM UTC

    Our monitoring systems have detected a potential issue with missing data in voice insights. Our engineers have been alerted and are investigating. We will provide an update when we have more details.

  2. investigating Sep 15, 2026, 04:01 AM UTC

    We are currently investigating an issue where the Subaccount rollup view in the Voice Insights Console is missing data. Customers may experience incomplete metrics or empty dashboards when viewing aggregated subaccount data. Our engineering team is actively looking into the root cause, and we will provide our next update by next 1 hour.

  3. identified Sep 15, 2026, 04:13 AM UTC

    Our engineering team has identified the root cause of the issue where the Subaccount rollup view in the Voice Insights Console is missing data. Customers may continue to experience incomplete metrics or empty dashboards when viewing aggregated subaccount data while we work toward a resolution. We are actively implementing a fix and will provide our next update within the next 1 hour.

  4. identified Sep 15, 2026, 05:13 AM UTC

    The Subaccount rollup view in the Voice Insights Console is now displaying new aggregated subaccount data as expected. Our engineering team is actively working on backfilling the historical data that was missing during the incident. An update on the progress of the data backfill will be provided within 2 hours.

  5. identified Sep 15, 2026, 07:02 AM UTC

    The Subaccount rollup view in the Voice Insights Console is now displaying new aggregated subaccount data as expected. Our engineering team is actively working on backfilling the historical data that was missing during the incident. An update on the progress of the data backfill will be provided within 4 hours.

  6. identified Sep 15, 2026, 10:55 AM UTC

    The Subaccount rollup view in the Voice Insights Console is now displaying new aggregated subaccount data as expected. Our engineering team is actively working on backfilling the historical data that was missing during the incident. An update on the progress of the data backfill will be provided within 8 hours.

  7. identified Sep 15, 2026, 06:20 PM UTC

    The Subaccount rollup view in the Voice Insights Console is now displaying new aggregated subaccount data as expected. Our engineering team is actively working on backfilling the historical data that was missing during the incident. An update on the progress of the data backfill will be provided within 16 hours.

  8. monitoring Sep 16, 2026, 10:19 AM UTC

    The Subaccount Rollup view in the Voice Insights Console is now displaying new aggregated subaccount data as expected. We are currently moving this issue to Monitoring. We will provide our next update within 30 minutes.

  9. resolved Sep 16, 2026, 10:49 AM UTC

    The Subaccount Rollup view in the Voice Insights Console is now fully restored and displaying both new and backfilled historical data as expected. This incident is now resolved.