Outage in Puzzel
Puzzel Incident Notification
Resolved Minor
September 09, 2026 - Started 7 days ago
- Lasted about 2 hours
Incident Report
Summary AI Generated
Puzzel experienced a ~2-hour incident on 9 September 2026 where agents were unable to access the Agent Application, encountering "Sign-in failed" errors, while the Admin Portal remained available as a workaround. Engineers investigated and resolved the issue, with service gradually restoring and monitoring confirming improvement. Voice Channel Regions and core products were among the affected components.
We are investigating and seeking to resolve an incident which may be affecting your service.
Customers may be experiencing issues accessing the Agent Application & Admin Portal.
Our Operations team are currently investigating this issue as a priority.
We apologise for the potential impact of this incident on you and your business.
Customers may be experiencing issues accessing the Agent Application & Admin Portal.
Our Operations team are currently investigating this issue as a priority.
We apologise for the potential impact of this incident on you and your business.
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Latest Updates ( sorted recent to last )
7 days ago - at 09/09/2026 11:36AM
We are investigating and seeking to resolve an incident which may be affecting your service.
Customers may be experiencing issues accessing the Agent Application & Admin Portal.
Our Operations team are currently investigating this issue as a priority.
We apologise for the potential impact of this incident on you and your business.
7 days ago - at 09/09/2026 12:07PM
Puzzel engineers are continuing to work to resolve the incident, which is affecting the Puzzel Agent Application.
Customers may be experiencing a "Sign-in failed" error message when accessing the Agent Application.
The Puzzel Admin Portal is available and administrators can log agents on/off via the Puzzel Admin Portal. Agents using softphone can be logged on with alternative phones if applicable.
Our Operations team are continuing to investigate this issue as a priority.
We apologise for the potential impact of this incident on you and your business.
7 days ago - at 09/09/2026 12:54PM
Puzzel engineers are continuing to work to resolve the incident, which is affecting the Puzzel Agent Application.
Our monitoring indicates that service is improving and some users are now able to access the Agent Application.
Some customers may still be experiencing error messages or delays loading the Agent Application, as normal service is being restored.
We apologise for the potential impact of this incident on you and your business.
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