Resolved after 3 hours 6 minutes, affecting Customer Experience (EU3-GCP), on October 13, 2026.
A fix has been applied and SMS notifications in the EU region have been delivering normally since approximately 20:20 UTC. We are continuing to monitor.
Affected components
Update timeline
- investigating Oct 13, 2026, 06:26 PM UTC
We are investigating the issue where SMS service is failing with timeout sometimes. Impact is low.
- identified Oct 13, 2026, 06:43 PM UTC
Delayed or undelivered SMS notifications (EU region) Since approximately 06:55 UTC on October 13, 2026, some SMS notifications to end customers in the EU region have been delayed or not delivered. Customers may not have received tracking links, ETA updates or other order-related text messages. We have traced the problem to intermittent connection failures between our EU infrastructure and our SMS provider’s network edge. Email notifications, the tracking page and all other platform functionality are not affected. Our engineering team is applying network-level changes to restore stable connectivity.
- monitoring Oct 13, 2026, 08:51 PM UTC
A fix has been applied and SMS notifications in the EU region have been delivering normally since approximately 20:20 UTC. We are continuing to monitor.
- resolved Oct 13, 2026, 09:33 PM UTC
This incident has been resolved.
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