AWS outage impacts

Good news, the delays to SMS and intermittent payment errors with TimelyPay terminals are now resolved and everything is working as expected.
This was a downstream impact of the recent AWS outage, which affected several systems globally and some connected providers took some time to recover.

We know disruptions like this can be frustrating, and we appreciate your patience.

If you notice something seems off, or you have further questions, our support team is always happy to hear from you. Reach out to us at: https://help.gettimely.com/hc/en-gb/requests/new.

We are continuing to monitor for any further issues.

Monitoring: We’re currently seeing intermittent issues with TimelyPay terminal payments as a downstream impact of the recent global AWS outage.

AWS systems are back online, but some connected third-party services are still recovering. As a result, a small number of terminal transactions may fail to complete, while most payments continue to process successfully.

Our tech team is now actively working to stabilise payment processing and restore full functionality. If a payment fails, please wait a few moments or use another payment method (such as cash or manual card entry). Retrying immediately is not recommended, as the issue is intermittent and may cause further delays.

There is no risk of double charging - failed transactions occur before any payment is processed.

We’re continuing to monitor the situation closely as dependent systems stabilise and will post updates once everything is back to normal.

Monitoring: AWS systems are back up and running, and we’re currently resending all valid SMS messages (including reminders, ad-hoc messages, and campaigns).

There may still be flow-on effects of this outage impacting other areas. We’re closely monitoring the situation and will keep you posted.

Identified: due to the major global outage affecting multiple online platforms, we’re currently experiencing issues with SMS services in Timely. The impact is primarily affecting customers in the US, Canada, UK, and Australia, though other regions may also be impacted.

SMS sending is intermittent with the following features affected:
Client SMS reminders and confirmations
Ad-hoc SMS
SMS campaigns
Consult form SMS
Client login SMS
Business 2FA login

We’re preparing to re-queue messages and will automatically re-send valid messages once services stabilise. Please note that Business 2FA and Client Login SMS messages are not re-queued.

We appreciate your patience while we monitor and manage this evolving situation.

Unfortunately some Timely systems are being affected by the worldwide AWS outage. SMS processing is currently being impacted and this will be preventing some customers being able to log in with 2FA enabled accounts. We know this is frustrating. This outage is impacting a large number of websites worldwide and we are doing what we can to reduce the impact on Timely customers. You can check the AWS and Twilio status pages for more details on the impact of this issue.
https://health.aws.amazon.com/health/status
https://status.twilio.com/