Outage in CommCare HQ

Degraded performance on CommCare HQ: Outgoing SMS failing due to a Syniverse SMS gateway issue

Resolved Minor

October 02, 2026 - Started 8 days ago - Lasted 3 days
Official incident page

Incident Report

We are currently experiencing an issue on CommCare HQ where outgoing SMS sent through our third-party SMS gateway vendor, Syniverse, are failing to send. Affected messages show a status of "Error – Gateway error" in Messaging reports. Our investigation shows that the issue is on Syniverse's side. We have shared diagnostic information and are working with them to get this resolved. We apologize for the inconvenience and will share further updates here as they become available.

Components affected

CommCare HQ SMS / Messaging CommCare HQ SMS / Messaging

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Latest Updates ( sorted recent to last )

RESOLVED 5 days ago - at 10/05/2026 05:10AM

This issue has been resolved. Outgoing SMS sent through Syniverse, our third-party SMS gateway vendor, are being delivered successfully again. If you still see "Error – Gateway error" in Messaging reports, please contact support at support@dimagi.com. Thank you for your patience.

IDENTIFIED 8 days ago - at 10/02/2026 06:42AM

We are currently experiencing an issue on CommCare HQ where outgoing SMS sent through our third-party SMS gateway vendor, Syniverse, are failing to send. Affected messages show a status of "Error – Gateway error" in Messaging reports.

Our investigation shows that the issue is on Syniverse's side. We have shared diagnostic information and are working with them to get this resolved.

We apologize for the inconvenience and will share further updates here as they become available.

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