Zaptec Outage History

Started Nov 18, 2025, 11:49 AM UTC· resolved Nov 18, 2025, 02:01 PM UTC

1. investigating Nov 18, 2025, 11:49 AM UTC

   Due to 3rd party services being down, users are unable to log in to Zaptec Portal and app. This is a 3rd party issue, and it is currently out of our control. We are monitoring for updates.

2. investigating Nov 18, 2025, 01:26 PM UTC

   The issue appears to be resolved from the 3rd party, and users are able to log in to our services. We will continue to monitor for now.

3. monitoring Nov 18, 2025, 01:26 PM UTC

   A fix has been implemented and we are monitoring the results.

4. resolved Nov 18, 2025, 02:01 PM UTC

   This incident has been resolved.

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Started Nov 14, 2025, 11:28 AM UTC· resolved Nov 14, 2025, 12:49 PM UTC

1. investigating Nov 14, 2025, 11:28 AM UTC

   We are currently investigating this issue.

2. identified Nov 14, 2025, 12:24 PM UTC

   The issue has been identified and a fix is being implemented.

3. monitoring Nov 14, 2025, 12:33 PM UTC

   A fix has been implemented and we are monitoring the results.

4. resolved Nov 14, 2025, 12:49 PM UTC

   This incident has been resolved.

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Started Nov 04, 2025, 11:26 AM UTC· resolved Nov 04, 2025, 01:11 PM UTC

1. investigating Nov 04, 2025, 11:26 AM UTC

   We are currently investigating this issue.

2. investigating Nov 04, 2025, 11:36 AM UTC

   We are continuing to investigate this issue.

3. identified Nov 04, 2025, 11:48 AM UTC

   The issue has been identified and a fix is being implemented.

4. monitoring Nov 04, 2025, 11:48 AM UTC

   A fix has been implemented and we are monitoring the results.

5. resolved Nov 04, 2025, 01:11 PM UTC

   This incident has been resolved.

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Started Nov 03, 2025, 12:26 PM UTC· resolved Nov 03, 2025, 05:24 PM UTC

1. investigating Nov 03, 2025, 12:26 PM UTC

   We've received reports of the Zaptec Portal being slow and unresponsive. We are investigating.

2. investigating Nov 03, 2025, 01:21 PM UTC

   We are continuing to investigate this issue. No more information as of now.

3. investigating Nov 03, 2025, 03:19 PM UTC

   We are continuing to investigate this issue. No more information as of now.

4. monitoring Nov 03, 2025, 05:23 PM UTC

   A fix has been implemented and we are monitoring the results.

5. resolved Nov 03, 2025, 05:24 PM UTC

   This incident has been resolved.

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Started Nov 03, 2025, 12:22 PM UTC· resolved Nov 19, 2025, 08:18 AM UTC

1. investigating Nov 03, 2025, 12:22 PM UTC

   We've reports of issues logging in to the Zaptec app, and reports of the Zaptec Portal being slow. We hare investigating.

2. investigating Nov 03, 2025, 12:25 PM UTC

   We are continuing to investigate this issue.

3. investigating Nov 03, 2025, 03:19 PM UTC

   We are continuing to investigate this issue. No more information as of now.

4. identified Nov 03, 2025, 08:08 PM UTC

   If you’re still experiencing issues logging into the Zaptec app, please make sure you’re using the latest version: iOS: 5.41.1 (103) Android: 5.29.0 If the problem persists, try restarting your phone and then logging in again.

5. monitoring Nov 03, 2025, 08:29 PM UTC

   A fix has been implemented and we are monitoring the results.

6. monitoring Nov 04, 2025, 07:01 AM UTC

   We are continuing to monitor for any further issues. If you’re still experiencing issues logging into the Zaptec app, pleas try to delete/re-install your app to make sure you’re using the latest version: iOS: 5.41.1 (103) Android: 5.29.0

7. monitoring Nov 04, 2025, 08:11 AM UTC

   We are continuing to monitor for any further issues. If you’re still experiencing issues logging into the Zaptec app, pleas try to delete/re-install your app to make sure you’re using the latest version: iOS: 5.41.1 (103) Android: 5.29.0 If the problem persists, try restarting your phone and then logging in again.

8. monitoring Nov 04, 2025, 09:41 AM UTC

   We are continuing to monitor for any further issues. For iOS users: If you’re still experiencing issues logging into the Zaptec app, please try to delete/re-install your app to make sure you’re using the latest version: iOS: 5.41.1 (103) For Android users: If you’re still experiencing issues after updating the app, please clear the app’s data by going to your device Settings > Apps > Zaptec > Storage > Clear Data. Android: 5.29.0 If the problem persists, try restarting your phone and then logging in again.

9. monitoring Nov 04, 2025, 11:46 AM UTC

   We are continuing to monitor for any further issues. **For iOS users:** If you’re still experiencing issues logging into the Zaptec app: 1. Uninstall your current Zaptec App 2. Download the latest version on App Store - version 5.41.1 (103) 3. Restart your iPhone 4. Open the Zaptec app and sign in **For Android users:** If you’re still experiencing issues logging into the Zaptec app: 1. Update the Zaptec app through Google Play (Version 5.29.0) 2. Restart your phone 3. If you’re still experiencing issues after updating the app, please clear the app’s data by: 3.1: Going to your device settings > Apps > Zaptec > Storage > Clear Data

10. monitoring Nov 04, 2025, 12:56 PM UTC

    We are continuing to monitor for any further issues. **For iOS users:** If you’re still experiencing issues logging into the Zaptec app: 1. Uninstall your current Zaptec App 2. Download the latest version on App Store - version 5.41.1 (103) 3. Restart your iPhone 4. Open the Zaptec app and sign in **For Android users:** If you’re still experiencing issues logging into the Zaptec app: Make sure you have the latest version installed (Version 5.29.0) 1. Close the app (Usually done by swiping up from the bottom and hold) 1.1. Or, tap the square or recent apps button (On older phones) 2. Find the Zaptec App 3. Swipe it away (Sideways, or up - depends on your device) from the list.

11. monitoring Nov 05, 2025, 06:27 AM UTC

    New fixes have been applied. We will keep monitor the situation. **For iOS users:** If you’re still experiencing issues logging into the Zaptec app: 1. Update your Zaptec App to the newest version in App Store - version 5.41.2 2. Open the Zaptec App after updating, and sign in. **For Android users:** If you’re still experiencing issues logging into the Zaptec app: Make sure you have the latest version installed (Version 5.29.0) 1. Close the app (Usually done by swiping up from the bottom and hold) 1.1. Or, tap the square or recent apps button (On older phones) 2. Find the Zaptec App 3. Swipe it away (Sideways, or up - depends on your device) from the list.

12. monitoring Nov 06, 2025, 08:38 AM UTC

    New fixes have been applied. We will keep monitor the situation. **For iOS users:** If you’re still experiencing issues logging into the Zaptec app: 1. Update your Zaptec App to the newest version in App Store - version 5.41.3 2. Open the Zaptec App after updating, and sign in. **For Android users:** If you’re still experiencing issues logging into the Zaptec app: Make sure you have the latest version installed (Version 5.29.0) 1. Close the app (Usually done by swiping up from the bottom and hold) 1.1. Or, tap the square or recent apps button (On older phones) 2. Find the Zaptec App 3. Swipe it away (Sideways, or up - depends on your device) from the list.

13. monitoring Nov 06, 2025, 12:11 PM UTC

    New fixes have been applied to both Android and iOS. We will keep monitor the situation. **For iOS users:** If you’re still experiencing issues logging into the Zaptec app: 1. Update your Zaptec App to the newest version in App Store - version 5.41.3 2. Open the Zaptec App after updating, and sign in. **For Android users:** If you’re still experiencing issues logging into the Zaptec app: Make sure you have the latest version installed (Version 5.29.1) 1. Close the app (Usually done by swiping up from the bottom and hold) 1.1. Or, tap the square or recent apps button (On older phones) 2. Find the Zaptec App 3. Swipe it away (Sideways, or up - depends on your device) from the list.

14. resolved Nov 19, 2025, 08:18 AM UTC

    This incident has been resolved.

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Started Oct 31, 2025, 01:52 PM UTC· resolved Oct 31, 2025, 07:59 PM UTC

1. investigating Oct 31, 2025, 01:52 PM UTC

   We are currently investigating this issue.

2. investigating Oct 31, 2025, 01:59 PM UTC

   We are continuing to investigate this issue.

3. resolved Oct 31, 2025, 07:59 PM UTC

   This incident has been resolved.

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Started Sep 24, 2025, 09:32 AM UTC· resolved Sep 24, 2025, 09:57 AM UTC

1. identified Sep 24, 2025, 09:32 AM UTC

   Currently we are seeing some issues by saving any changes to the "Power management" page in Zaptec Portal. The issue is identified, and a solution is on it's way. We will update this status shortly.

2. resolved Sep 24, 2025, 09:57 AM UTC

   Power management is now working as expected again.

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Started Sep 18, 2025, 07:23 AM UTC· resolved Sep 18, 2025, 10:54 AM UTC

1. investigating Sep 18, 2025, 07:23 AM UTC

   We are seeing some issues in changing charge mode in Zaptec Portal

2. investigating Sep 18, 2025, 08:50 AM UTC

   We are continuing to investigate this issue.

3. identified Sep 18, 2025, 09:35 AM UTC

   The issue has been identified and a fix is being implemented.

4. monitoring Sep 18, 2025, 10:28 AM UTC

   A fix has been implemented and we are monitoring the results.

5. resolved Sep 18, 2025, 10:54 AM UTC

   This incident has been resolved.

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Started Sep 07, 2025, 09:12 AM UTC· resolved Sep 07, 2025, 10:39 AM UTC

1. investigating Sep 07, 2025, 09:12 AM UTC

   We've received reports of delays starting and stopping charge sessions. We are investigating.

2. monitoring Sep 07, 2025, 09:35 AM UTC

   We are no longer receiving reports of the issue. It appears to be resolved. We will continue to monitor for one hour.

3. resolved Sep 07, 2025, 10:39 AM UTC

   This incident has been resolved.

4. postmortem Sep 08, 2025, 11:53 AM UTC

   `Post-Incident Review: OCPP 1.6J Cloud Partial Instability on September 7, 2025 ` `On September 7, 2025, we experienced a partial service disruption that affected our OCPP 1.6J Cloud platform. This incident resulted in delayed status updates and command processing for a portion of connected chargers. We want to provide a transparent overview of what happened, how we responded, and the steps we are taking to prevent this from happening again. ` `## Timeline of Events ` `09:14: We received the first report of status updates not being received from chargers. ` `09:18: Our engineering team immediately began investigating the issue. ` `09:38: The root cause was identified: two message-processing instances were stalled. ` `09:39: Our team restarted the affected components, and messages immediately began processing again. ` `11:04: After a period of monitoring, we confirmed that all systems were fully operational and stable. ` `12:45: The incident was officially declared resolved. ` `# Next Steps and Mitigation ` `Reliability is a top priority for us. To prevent a recurrence of this incident, we are taking the following actions: ` `Enhanced Alerting: We are immediately improving our monitoring systems to include real-time alerts on message processing rates. This will allow us to detect and address similar issues proactively before they impact service. ` `System Resilience Review: We are conducting a thorough investigation into why our automated self-healing systems did not prevent this disruption. We will strengthen these systems to ensure they respond correctly in the future. ` `We thank you for your patience and understanding. We are committed to learning from this incident and continuously improving the stability and performance of our platform.`

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Started Sep 04, 2025, 02:33 PM UTC· resolved Sep 04, 2025, 08:26 PM UTC

1. investigating Sep 04, 2025, 02:33 PM UTC

   We see problems on the infrastructure side that causes our backend to not process requests in time. We're in contact with the vendor and work on resolving the issues ASAP. We will update as soon as we have more information.

2. investigating Sep 04, 2025, 03:09 PM UTC

   We are continuing to investigate this issue.

3. investigating Sep 04, 2025, 04:06 PM UTC

   We’re seeing a slight improvement in our systems, so we’re moving in the right direction. We will keep investigating, and update as soon as we have more information.

4. investigating Sep 04, 2025, 04:32 PM UTC

   Our systems are back to normal. We will keep monitoring the situation throughout the evening.

5. monitoring Sep 04, 2025, 04:33 PM UTC

   Our systems are back to normal. We will keep monitoring the situation throughout the evening.

6. resolved Sep 04, 2025, 08:26 PM UTC

   This incident has been resolved.

7. postmortem Sep 05, 2025, 10:52 AM UTC

   On September 4, 2025, Zaptec Cloud experienced a service disruption that resulted in increased latency and data processing delays. This incident affected our customers' ability to interact with their chargers in real-time. We sincerely apologize for the inconvenience and frustration this may have caused. This report provides a transparent overview of the incident, our response, and the steps we are taking to improve our system's resilience. ‌ **Timeline of events** 15:30: We first detected performance degradation and increased latency in our cloud services. 15:45: Our engineering team began an active investigation into the cause of the issue. 15:55: The investigation indicated that the disruption was related to our underlying cloud infrastructure. 16:08: The event was officially classified as a critical incident, and our response teams were fully engaged. 16:45: Service performance began to show signs of stabilization. We formally engaged our cloud provider to address the root cause. 17:22: The system began a more consistent recovery process. 18:12: All Zaptec Cloud services were fully restored and operating normally. ‌ **Root Cause Analysis** Following the incident, we received a report from our cloud service provider confirming they had experienced major network issues in the region. The timeline provided by the vendor directly corresponds with the period of our service degradation. We have concluded with high confidence that the root cause of this incident was the failure of our cloud provider's infrastructure, which was outside of our immediate control. ‌ **Next Steps and Mitigation** While the root cause was external, we are committed to improving our system's resilience to such failures. Our key action item is to review and reconsider redesining our infrastructure to enable faster and more effective failover. We are dedicated to ensuring the reliability of our services and will work diligently to implement these improvements.

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Started Aug 19, 2025, 10:52 AM UTC· resolved Aug 19, 2025, 11:35 AM UTC

1. investigating Aug 19, 2025, 10:52 AM UTC

   You may see your charging station appear as offline, even though it's online. We are currently looking into this issue.

2. monitoring Aug 19, 2025, 11:04 AM UTC

   A fix has been implemented and we are monitoring the results.

3. resolved Aug 19, 2025, 11:35 AM UTC

   This incident has been resolved.

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Started Aug 11, 2025, 08:16 AM UTC· resolved Aug 11, 2025, 10:41 AM UTC

1. investigating Aug 11, 2025, 08:16 AM UTC

   We are currently experiencing intermittent issues with WebApi, which are under investigation.

2. identified Aug 11, 2025, 10:11 AM UTC

   The issue has been identified and a fix is being implemented.

3. monitoring Aug 11, 2025, 10:20 AM UTC

   A fix has been implemented and we are monitoring the results.

4. resolved Aug 11, 2025, 10:41 AM UTC

   This incident has been resolved.

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Started Aug 07, 2025, 09:47 AM UTC· resolved Aug 07, 2025, 11:36 AM UTC

1. investigating Aug 07, 2025, 09:47 AM UTC

   We are currently seeing some delays in WebApi affecting Portal

2. identified Aug 07, 2025, 10:40 AM UTC

   The issue has been identified and a fix is being implemented.

3. monitoring Aug 07, 2025, 10:49 AM UTC

   A fix has been implemented and we are monitoring the results.

4. resolved Aug 07, 2025, 11:36 AM UTC

   This incident has been resolved.

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Started Aug 05, 2025, 07:36 AM UTC· resolved Aug 05, 2025, 09:50 AM UTC

1. investigating Aug 05, 2025, 07:36 AM UTC

   We are currently investigating the issue, the pin seems to be hidden.

2. investigating Aug 05, 2025, 07:45 AM UTC

   We are continuing to investigate this issue.

3. investigating Aug 05, 2025, 08:16 AM UTC

   We are continuing to investigate this issue.

4. identified Aug 05, 2025, 08:29 AM UTC

   The issue has been identified and a fix is being implemented.

5. monitoring Aug 05, 2025, 08:37 AM UTC

   A fix has been implemented and we are monitoring the results.

6. resolved Aug 05, 2025, 09:50 AM UTC

   This incident has been resolved

7. postmortem Aug 05, 2025, 09:50 AM UTC

   We experienced a service disruption that affected our API and portal services. The incident was caused by database performance issues during routine maintenance, resulting in degraded service for our users.Timeline * **9:16 AM** - Routine database maintenance initiated * **9:25 AM** - Performance degradation detected; investigation began * **9:29 AM** - API services temporarily suspended to allow systems to recover * **9:50 AM** - Partial service restoration began * **10:15 AM** - Rate limiting implemented to ensure stable recovery * **10:23 AM** - Full service restored; all systems operational Impact During this incident: * API responses experienced significant delays * Some API endpoints were temporarily unavailable * Portal functionality was degraded or unavailable * Charging system was not affected — OCPP and chargepoint manager were operating normally. Root Cause The incident occurred during routine database maintenance when a schema update on a frequently accessed data table caused unexpected performance impacts. This led to cascading effects throughout our database infrastructure.Preventive Measures We are implementing the following improvements to prevent similar incidents: 1. **Enhanced Monitoring** - Implementing more granular performance monitoring to better predict the impact of maintenance operations 2. **Improved Maintenance Procedures** - Establishing stricter review processes for database changes, particularly for high-traffic components 3. **Application Resilience** - Improving our application's ability to handle traffic surges during recovery scenarios

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