VanillaSoft incident
Failed to Establish calls for Clarity Users/Unable to Log into Clarity Portal
VanillaSoft experienced a critical incident on May 24, 2026 affecting VanillaSoft VoIP/SMS, lasting 9h 34m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating May 24, 2026, 04:21 PM UTC
We are investigating reports that Clarity VoIP users are currently experiencing “failed to establish” errors when attempting to place calls. This issue is also impacting Voicemail Drops and texting. We are also experiencing issues with the Clarity Portal. Users are unable to log in. Our engineering team is actively engaged and investigating the root cause. We are treating this incident as a high priority and will provide updates as more information becomes available.
- investigating May 24, 2026, 04:53 PM UTC
Our engineers are continuing to investigate the root cause of this current event. We do not have an ETA at this time. Please continue to monitor our status page for updates. We apologize for the inconvenience and appreciate your patience.
- monitoring May 24, 2026, 06:43 PM UTC
Our engineers have found the root cause and have implemented a fix. We can confirm that inbound and outbound calls are flowing, VM drops and SMS functionality have returned, and we have successfully been able to log into the Clarity portal. We will continue to monitor for stability for the next hour. If you encounter any issues, please email the customer support team at [email protected] We apologize for any inconvenience this outage has caused and thank you for your patience.
- investigating May 24, 2026, 06:50 PM UTC
Our engineers are still investigating. It seems that the system has not accepted the fix. We will continue to provide updates as they become available.
- investigating May 24, 2026, 09:46 PM UTC
Our voip team have now engaged our Oracle partners for further investigation. We will continue to keep you updated as we receive more news from the team. Continue to follow our status page (status.vanillasoft.com) for up to date information.
- monitoring May 25, 2026, 12:23 AM UTC
Our voip team have successfully deployed a fix. Access to the portal, including inbound and outbound dialing are functional. SMS and VM drops are operational. We will continue to monitor the stability of the platform over the next hour. Thank you for your patience and understanding.
- resolved May 25, 2026, 01:55 AM UTC
The issues affecting VoIP including failed to establish, inbound and outbound dialing SMS, VM drops and portal are now resolved.