Welkin Health Outage History

Started Sep 11, 2026, 12:57 PM UTC· resolved Oct 06, 2026, 03:46 PM UTC

1. investigating Sep 11, 2026, 12:57 PM UTC

   Some outbound secure emails are being rejected by Paubox, our secure email delivery provider, and appear in the Sent tab with a Failed (Secure) status. The rejection returns a "400 Bad Request — From domain is not an approved sending domain for your account" error. Messages with that status were not delivered. No data was lost and nothing was sent insecurely. Inbound email, SMS, calls, and the rest of Comm Center are unaffected. Workaround: resending the message usually succeeds. We recommend checking your Sent tab for Failed (Secure) messages and retrying anything time-sensitive. We are working directly with Paubox to confirm the root cause and restore normal delivery.

2. investigating Sep 11, 2026, 03:03 PM UTC

   We are continuing to investigate this issue.

3. identified Sep 14, 2026, 10:39 AM UTC

   What's happening: Paubox, our secure email delivery provider, is rolling out a stricter sending-domain validation model across their infrastructure as a security enhancement. Under the new logic, each API key must be tied to a single verified sending domain. Because the rollout is staged across their servers, some outbound messages are rejected while identical messages sent moments earlier succeed. Affected messages appear in the Sent tab with a Failed (Secure) status and were not delivered. No data was lost and nothing was sent insecurely. Inbound email, SMS, calls, and the rest of Comm Center are unaffected. What we've done: We have implemented automatic retry for secure email on our side and will deploy it today. Once live, rejected messages will be retried automatically, which should resolve the failures you may have been seeing in day-to-day use. This is a temporary mitigation while we complete the underlying sending-domain configuration with Paubox; we expect a permanent fix within the next couple of days.

4. monitoring Sep 14, 2026, 02:54 PM UTC

   Update: The automatic retry mechanism is now live in production. Outbound secure emails rejected by the ongoing validation rollout at Paubox are retried automatically, so the send failures should no longer be visible in day-to-day use. We are monitoring delivery closely. This is a temporary mitigation. The permanent fix: aligning our sending-domain configuration with Paubox's new validation model, has not been applied yet and is still in progress. We expect to complete it within the next couple of days.

5. resolved Oct 06, 2026, 03:46 PM UTC

   The issue has been resolved. The permanent sending-domain configuration changes have now been completed, and secure email delivery is operating normally. We will continue to monitor delivery to ensure stability.

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Started May 25, 2026, 02:30 PM UTC· resolved May 25, 2026, 04:10 PM UTC

1. identified May 25, 2026, 02:30 PM UTC

   Dear Customers, We received notification from Mailgun of delayed email sending in their EU infrastructure today. We use Mailgun for email delivery in our platform. The issue is currently under investigation by Mailgun and a fix is being monitored. Timeline - 06:38 PDT – Mailgun began investigating the issue. - 06:00 PDT – A fix was implemented and Mailgun began monitoring results. - 07:10 PDT – Investigation is ongoing as Mailgun continues to monitor. Details https://status.mailgun.com/incidents/xdlnv85rl42x If you or your clients are experiencing delayed email notifications from Welkin, this may be the cause. We are actively monitoring the situation and will provide updates as they become available. We value our relationship and are committed to working with you and your clients to address any concerns. Thank you, The Welkin Team

2. resolved May 25, 2026, 04:10 PM UTC

   Dear Customers, We received notification from Mailgun of delayed email sending in their EU infrastructure today. We use Mailgun for email delivery in our platform. The issue has been resolved as of 08:55 PDT. Timeline - 05:18 PDT – Mailgun began investigating the issue. - 06:00 PDT – A fix was implemented and Mailgun began monitoring results. - 07:46 PDT – The issue was identified and a fix was being implemented. - 08:45 PDT – A fix was implemented and Mailgun resumed monitoring. - 08:55 PDT – The incident has been fully resolved. Details https://status.mailgun.com/incidents/xdlnv85rl42x We value our relationship and are committed to working with you and your clients to address any concerns. Thank you, The Welkin Team

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Started Feb 11, 2026, 12:35 PM UTC· resolved Feb 11, 2026, 12:46 PM UTC

1. identified Feb 11, 2026, 12:35 PM UTC

   Dear Welkin Customers, We are currently experiencing an infrastructure incident that is impacting login access across Care, Admin, and Designer environments. Our engineering team has identified the issue and is actively working to restore full functionality as quickly as possible. We understand how disruptive this may be and sincerely apologize for the inconvenience. We will provide another update shortly once the issue is resolved or if additional information becomes available. Thank you for your patience and understanding. Welkin Support Team

2. resolved Feb 11, 2026, 12:46 PM UTC

   Dear Welkin Customers, The earlier infrastructure incident impacting login access across Care, Admin, and Designer environments has now been resolved. You should now be able to access Welkin normally. Please check your access and let us know if you continue to experience any issues or notice anything unusual. Thank you for your patience and understanding. Welkin Support Team

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Started Oct 20, 2025, 09:58 AM UTC· resolved Oct 21, 2025, 07:47 AM UTC

1. monitoring Oct 20, 2025, 09:58 AM UTC

   Amazon Web Services (AWS) experienced a major outage affecting multiple services, primarily in the US-EAST-1 region, with global impact. This caused issues with logging in to Welkin and also temporarily prevented us from updating our own status page, as related Atlassian services were affected. AWS is now reporting signs of recovery, and it is once again possible to log in to Welkin. Some users may still experience intermittent slowness or connection issues while AWS services continue to stabilize. Our team will keep monitoring the situation until full recovery is confirmed and will post another update once all systems are fully operational. View AWS Status Dashboard: https://health.aws.amazon.com/health/status

2. resolved Oct 21, 2025, 07:47 AM UTC

   Amazon Web Services (AWS) has resolved the earlier outage that affected multiple services, primarily in the US-EAST-1 region. All systems are now operating as usual. Our team continues to monitor performance closely, but no further impact is expected. You can view the current AWS status here: https://health.aws.amazon.com/health/status

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Started Oct 03, 2025, 03:01 PM UTC· resolved Oct 09, 2025, 02:17 PM UTC

1. identified Oct 03, 2025, 03:01 PM UTC

   We have identified an issue affecting secure emails sent via Paubox (a secure email service provider). Paubox recently introduced an unexpected change in the formatting of timestamp data returned by their service. As a result, certain date fields are not being processed correctly within Welkin and may appear invalid. Our team is actively working on a solution to handle the updated format while we also coordinate with Paubox to ensure alignment with their published documentation. Impact: Users may see incorrect or missing date information for emails sent via Paubox. No other Welkin services are impacted. We will provide updates as soon as a fix is deployed.

2. resolved Oct 09, 2025, 02:17 PM UTC

   The issue affecting secure emails sent via Paubox has been resolved. Paubox had introduced an unexpected change to the timestamp format returned by their service, which caused certain date fields in Welkin to appear invalid. Our team has implemented a fix to correctly handle the updated format, and all affected timestamps have been corrected. Impact: Date information for emails sent via Paubox is now displaying properly. No other Welkin services were impacted.

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Started Jun 12, 2025, 07:34 PM UTC· resolved Jun 13, 2025, 09:48 AM UTC

1. investigating Jun 12, 2025, 07:34 PM UTC

   Dear Customers, We want to inform you that Twilio is currently experiencing SMS delivery delays when sending messages to Cingular Wireless (AT&T) in the US. This may impact some of the messages sent via our platform. Twilio’s engineering team is actively working with their carrier partner to resolve the issue. We are monitoring the situation closely and will provide updates as they become available. You can follow the latest updates directly on Twilio’s status page: Twilio Incident Details: https://status.twilio.com/incidents/16l0gp03xh0t Twilio Status Page: https://status.twilio.com/ We appreciate your patience and understanding. If you or your clients are affected and need assistance, please don’t hesitate to reach out. Thank you, The Welkin Team

2. investigating Jun 12, 2025, 07:36 PM UTC

   We are continuing to investigate this issue.

3. investigating Jun 12, 2025, 07:39 PM UTC

   We are continuing to investigate this issue.

4. investigating Jun 12, 2025, 07:55 PM UTC

   Dear Customers, We want to make you aware of two ongoing incidents reported by Twilio, our communications provider, which may impact services on the Welkin platform: 1. SMS Delivery Delays to AT&T (Cingular Wireless, US): Twilio is experiencing delays delivering SMS messages to AT&T users in the US. This may affect inbound & outbound SMS sent via Welkin. Incident Details: https://status.twilio.com/incidents/16l0gp03xh0t 2. Potential Connectivity Issues with Live Chat: Twilio has also reported a separate incident that may affect chat and messaging connectivity. As Welkin’s chat functionality relies on Twilio, you or your clients may notice degraded performance. Chat Incident: https://status.twilio.com/incidents/kcytb2vzwc82 Twilio engineers are actively working on both issues. We are monitoring the situation closely and will keep you informed of any relevant changes. Thank you for your understanding. Please reach out to our support team if you have questions or encounter issues. Best regards, The Welkin Team

5. resolved Jun 13, 2025, 09:48 AM UTC

   This incident has been resolved.

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Started Dec 13, 2024, 03:03 AM UTC· resolved Dec 13, 2024, 06:18 AM UTC

1. investigating Dec 13, 2024, 03:03 AM UTC

   We are investigating increased authentication errors

2. investigating Dec 13, 2024, 06:13 AM UTC

   We are continuing to investigate this issue.

3. resolved Dec 13, 2024, 06:18 AM UTC

   We have confirmed full access to the Welkin system at this time.

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