Outage in xMatters

Issue Discovered - Service disruption in All Regions – SMS Notification to the US and Canada

Resolved Major

September 21, 2026 - Started about 2 months ago - Lasted 25 days
Official incident page

Incident Report

Summary AI Generated

xMatters experienced a disruption with SMS notifications to US and Canada numbers sent via short code 87961, affecting clients across all regions. As a workaround, SMS traffic was failed over to a secondary short code (66936) while the issue was investigated. After approximately 25 days, the primary short code 87961 was restored and all SMS notifications are now delivering normally.

xMatters has identified an issue with xMatters SMS Notification for some clients in All Regions to numbers in the United States and Canada from our short code 87961. We have failed over to our secondary short code 66936. We are currently investigating the issue and will update as information becomes available. If you are also experiencing issues, or if you're not sure whether this issue impacts your service, please contact xMatters Client Assistance at https://support.xmatters.com/hc/en-us/requests/new - our support agents are waiting to help.

Components affected

xMatters SMS Notifications xMatters SMS Notifications xMatters SMS Notifications

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Latest Updates ( sorted recent to last )

RESOLVED about 1 month ago - at 10/16/2026 04:03PM

The short code issue has been addressed, and all SMS notifications to Canada and the United States are now being delivered from our 87961 short code. Thank you for your patience while we addressed this matter.

MONITORING about 2 months ago - at 09/21/2026 06:41PM

All SMS traffic to the US and Canada is now being delivered through our secondary short code 66936. We are currently monitoring the situation to ensure the implementation is stable and that all services are restored.

INVESTIGATING about 2 months ago - at 09/21/2026 06:14PM

xMatters has identified an issue with xMatters SMS Notification for some clients in All Regions to numbers in the United States and Canada from our short code 87961. We have failed over to our secondary short code 66936. We are currently investigating the issue and will update as information becomes available.

If you are also experiencing issues, or if you're not sure whether this issue impacts your service, please contact xMatters Client Assistance at https://support.xmatters.com/hc/en-us/requests/new - our support agents are waiting to help.

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