Vonage experienced a minor incident on September 5, 2025 affecting VCC Platform Supervisor & Admin and VCC Platform Supervisor & Admin and 1 more component, lasting 6d 18h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Sep 05, 2025, 02:14 PM UTC
We are currently aware of an ongoing issue affecting the User Admin for the subset of accounts. Our Incident Management team is investigating the issue with priority.
- identified Sep 05, 2025, 02:16 PM UTC
We have identified the problem with the User Admin. We are now progressing to recover service.
- identified Sep 05, 2025, 03:30 PM UTC
The incident management team continues to recover service.
- identified Sep 05, 2025, 04:27 PM UTC
We are aware of an issue with licence management that can give an error when creating new user accounts effecting only a small subset of accounts in an 'edge-case' situation. We are not aware of impact to other product functionality. Our Incident Management and Development teams are aware and are preparing a permanent fix. If you are impacted with an error when attempting to create a user in Vonage Contact Centre please contact Customer Support. They can provide you with a temporary solution to ensure you can create new users and operate as normal. We anticipate the next milestone for this incident to be next week (W/C 8th September) as our Development Teams release the permanent fix into the product.
- identified Sep 08, 2025, 01:51 PM UTC
We continue to make progress on the permanent resolution that is planned to be live W/C 8th Sept. If you are impacted with an error when attempting to create a user in Vonage Contact Centre please contact Customer Support who will provide you with a interim solution.
- monitoring Sep 11, 2025, 09:07 AM UTC
Service is now recovered and we are monitoring. If you are still experiencing issues please contact Support.
- resolved Sep 12, 2025, 08:25 AM UTC
This issue has been resolved. We are now working to generate a full root cause analysis which will be shared in the form of an Incident Report with affected customers.