Outage in Sinch
Service Degradation - Customer Dashboard and Account Balance
Resolved MajorIncident Report
Summary AI Generated
**Sinch experienced a 2.6-hour major outage on October 26, 2026, caused by a planned change that unexpectedly disrupted the customer dashboard and balance calculation system.** The faulty change resulted in incorrect account balances, blocked customer accounts, and prevented traffic from being sent across a wide range of services including SMS, 2FA, and number administration across multiple regions. The change was rolled back and a secondary fix was applied, fully restoring dashboard access and unblocking affected accounts by 15:11 UTC.
We are currently investigating a service outage on the customer dashboard, Dashboard.sinch.com and with our balance calculation causing a subset of customer accounts to be blocked.
Start Time: 2026-10-26 12:58 UTC
Impact: Clients may experience issues reaching the customer dashboard and may see an incorrect account balance.
Our engineering team is working to restore full functionality as soon as possible.
For any inquiries, please contact support@sinch.com.
Components affected
Sinch Payment Sinch SMS - APAC Sinch SMS Administration Sinch SMS - EMEA Sinch Numbers Administration Sinch SMS - LATAM Sinch Analytics Sinch SMS - CA - ShortCode Sinch Customer Support Sinch SMS - CA - Toll Free Sinch 2FA Sinch US Campaigns Sinch SMS - US - ShortCode Sinch Login/Sign up Sinch SMS - US - Toll Free Sinch SMS - US - 10DLCTrusted by 1,000+ teams
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Latest Updates ( sorted recent to last )
RESOLVED
5 days ago - at 10/26/2026 04:05PM
At 2026-10-26 12:58, UTC a planned change caused unforeseen issues affecting the Sinch customer dashboard and our balance calculations.
Our engineering teams immediately investigated the issue. Once identified, the change was successfully rolled back and functionality was restored.
During the below time frame customers may have experienced issues reaching the Sinch customer dashboard, or experienced problems sending traffic over a subset of accounts due to a block caused by the balance calculation discrepancy.
Incident Start Time: 2026-10-26 12:58 UTC
Incident End Time: 2026-10-26 15:11 UTC
For any inquiries, please contact support@sinch.com
MONITORING
5 days ago - at 10/26/2026 03:21PM
A second fix has been implemented and we are seeing correct account balances and customer accounts have been unblocked.
We are continuing to monitoring the results.
IDENTIFIED
5 days ago - at 10/26/2026 02:15PM
A fix has been implemented and we are seeing improvements for the dashboard.
We are continuing to investigate the incorrect account balances.
INVESTIGATING
5 days ago - at 10/26/2026 01:33PM
We are currently investigating a service outage on the customer dashboard, Dashboard.sinch.com and with our balance calculation causing a subset of customer accounts to be blocked.
Start Time: 2026-10-26 12:58 UTC
Impact: Clients may experience issues reaching the customer dashboard and may see an incorrect account balance.
Our engineering team is working to restore full functionality as soon as possible.
For any inquiries, please contact support@sinch.com.
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