Problems sending text messages to AT&T customers

Incident Report for Kickserv

Resolved

This incident has been resolved.

Posted Jun 24, 2021 - 11:44 CDT

Monitoring

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

Posted Jun 23, 2021 - 14:35 CDT

Update

Twilio has posted a status update for the AT&T issue. Read about it here: https://status.twilio.com/incidents/n18x4t9qvw71

Posted Jun 22, 2021 - 18:42 CDT

Update

Only AT&T users are affected by this issue, which accounts for about 7% of all the text messages Kickserv sends.

Posted Jun 22, 2021 - 13:49 CDT

Identified

We have identified the issue as a configuration setting on our account with Twilio (our SMS provider). We have opened an urgent support ticket with Twilio asking them to make the change. If you suspect your consumers are not receiving texts from Kickserv, please continue to reach out to them via email or phone.

Posted Jun 22, 2021 - 13:49 CDT

Investigating

We are currently seeing problems delivering text messages to AT&T customers. We’re looking into it with our SMS provider. We’ll let you know when we have more information. Until then, we recommend contacting consumers via email or telephone.

Posted Jun 22, 2021 - 12:24 CDT

This incident affected: Web Application (app.kickserv.com) and Customer Center.