Kustomer Outage History
25 incidents recorded over the last 365 days, 25 of them resolved. Durations are measured from when PulsAPI first saw the problem to when it cleared, which is usually longer than the vendor's own figure.
Every Recorded Kustomer Incident
| Date | Incident | Duration | Status |
|---|---|---|---|
| Nov 3, 2026 | Workflows delays in processing PROD2Kustomer has resolved an event affecting workflows that caused delays in workflow processing. Our team has cleared the queue for workflows. After careful monitoring, our team has determined that all affected areas are… | 1h 9m | Resolved |
| Sep 9, 2026 | [Kustomer Voice] Unable to Dial Outbound Calls - All PRODS## Summary On September 9, 2026, a service event prevented users from initiating some outbound Voice calls. When affected users selected **Call**, the call did not begin. ## Impact The event affected outbound Voice… | 26 min | Resolved |
| Sep 8, 2026 | kustomer.help Default Domain – Visibility Issue – ALL PRODs# **Summary** On September 7–8, 2026, some customers were unable to access Knowledge Base pages and related survey links hosted on the default `*.kustomer.help` domain. Customers using the default Knowledge Base domain… | 16 min | Resolved |
| Aug 25, 2026 | Reported Third Party Event - [PubNub]The PubNub-related event previously reported affecting real-time messaging for orgs in Prod1 has been resolved. PubNub has confirmed the issue has been mitigated on their end - no messages were missed and no customer… | 25 min | Resolved |
| Jul 30, 2026 | Issues with Text Editor with typing, pasting, & adding shortcuts PROD1, PROD2, and PROD4# **Summary** On July 30, 2026, the draft text editor on Kustomer’s Timeline product experienced degraded functionality in certain user workflows. Impact included sporadic cursor behavior, text erasure, and issues with… | 1h 31m | Resolved |
| Jul 26, 2026 | Platform Events Service Disruption (PROD1)## Summary On July 25, 2026, some customers experienced elevated platform latency affecting messaging, conversation updates, routing, voice, and other customer-service workflows. Customers may have seen messages remain… | 3h 21m | Resolved |
| Jun 25, 2026 | MessageBird - unable to send outbound replies PROD 1## **Summary** On June 25, 2026, some customers were unable to send outbound WhatsApp replies from within Kustomer. The issue affected reply sending for a subset of WhatsApp channel configurations, which disrupted… | 1h 6m | Resolved |
| Jun 12, 2026 | [Whatsapp] Outbound Message Delivery Disruption [ALL PRODs]## Summary On June 12, 2026, customers using WhatsApp through Kustomer experienced a service event that prevented some outbound messages from being delivered to end users. During the event, messages could appear as… | 7h 6m | Resolved |
| Jun 9, 2026 | [Channels] [Platform Latency] [Prods 1 and 2]**Summary** On June 9, 2026, customers experienced delays in chat message delivery and related real-time updates for a portion of the morning. The issue was caused by a third-party service event affecting the… | 1h 18m | Resolved |
| Jun 2, 2026 | Chats, Emails, Routing latency PROD 1**Summary** On June 2, 2026, customers in our prod1 environment experienced elevated latency affecting chat creation, email sending, and conversation routing. The event caused delayed processing for a subset of… | 1h 5m | Resolved |
| May 26, 2026 | WhatsApp messages failing Prods 1 + 2## Summary On May 26, 2026, some customers experienced failures when sending WhatsApp messages from existing conversations. The issue affected outbound message delivery for a subset of WhatsApp configurations. Service… | 2h 7m | Resolved |
| May 14, 2026 | Chat - Messages Failing & Assistant Issues - Prod-1## **Summary** Between May 13 and May 14, 2026, Kustomer Chat experienced a service event that affected chat availability and performance for a subset of customers. During this period, some customers may have seen… | 59 min | Resolved |
| May 1, 2026 | [Gmail]Email Connectivity & Send/Receive Issues - Prod 1 & Prod 2## Summary On May 1, 2026, customers using the Gmail integration experienced a service event that caused Gmail connections to disappear and the email channel to stop functioning. The issue affected customers across… | 38 min | Resolved |
| Apr 24, 2026 | [DRAFTS] Internal API Errors (Prod1)## Summary On April 24, 2026, customers in our prod1 environment experienced a service event that caused elevated errors and latency in messaging-related workflows. The broad cross-customer impact was limited to… | 1h 44m | Resolved |
| Apr 14, 2026 | [Knowledge Base] [Custom Domains returning 500 error] [POD(s) AFFECTED]## **Summary** On April 14, 2026, customers experienced errors accessing the Kustomer Knowledge Base, with all KB pages returning 500 errors. The issue was caused by a dependency upgrade in a recent deployment that… | 16 min | Resolved |
| Mar 19, 2026 | [AIC/AIR] AIC/AIR May Not Respond - Prod 1## Summary On March 19, 2026, some Kustomer AI features were unavailable for customers hosted in one production environment \(Prod1\). The disruption affected AI-powered responses and related AI workflows for 41… | 3h 14m | Resolved |
| Feb 20, 2026 | [Voice] [Trouble accepting Inbound Calls] [PROD 1]## Summary On February 20, 2026, a frontend change intended to improve performance unintentionally disrupted call setup in our Voice experience. As a result, agents could see an incoming call and click accept/decline… | 2h 0m | Resolved |
| Feb 12, 2026 | Reported Third Party Event - OpenAIOpenAI has confirmed that all services are fully recovered. After careful monitoring, our team has determined that all affected areas are now fully restored. Please reach out to Kustomer support at support@kustomer.com… | 2h 56m | Resolved |
| Jan 27, 2026 | [Satisfaction Surveys] CSATs may not send for voice, email and sms channels - Prod 1# Post Mortem: Chat, Voice Routing, CSAT, Oauth, Scheduled Send Issues # **Summary** On January 22, 2024, customers experienced chat and voice conversations failing to route to agents due to a recent change in the… | 27h 53m | Resolved |
| Jan 22, 2026 | [ROUTING] Chat and Voice conversations not routing [PROD 1 && PROD 2]# Post Mortem: Chat, Voice Routing, CSAT, Oauth, Scheduled Send Issues # **Summary** On January 22, 2024, customers experienced chat and voice conversations failing to route to agents due to a recent change in the… | 46 min | Resolved |
| Dec 10, 2025 | [OUTBOUND WEBHOOKS] Outbound Webhooks API errors in Prod2 and Prod4### **Summary** On December 9, 2025, Kustomer experienced an interruption to outbound webhook delivery affecting customers in our **prod-2 \(EU\)** and **prod-4 \(IN\)** production regions. During this time, some… | 1h 14m | Resolved |
| Dec 2, 2025 | Reported Third Party Event affecting AIC and AIR Observability (PROD 1)A third party incident has been resolved affecting PROD 1 AI conversations (both AIC and AIR) to not include trace logs. Functionality has returned in this area Please reach out to Kustomer support through Chat or… | 2h 4m | Resolved |
| Nov 13, 2025 | [POSTMARK] ISP errors sending to Gmail addresses - all pods# **Summary** New, tightened bulk sender rules by Gmail went into effect in November 2025, which affected Kustomer’s ability to deliver transactional emails to Gmail mailboxes. Specifically, DMARC alignment failures… | 7h 5m | Resolved |
| Nov 8, 2025 | [Knowledge Base] Not Accessible [PROD 2]## **Summary** During a routine deployment, a configuration issue caused an SSL certificate mismatch that temporarily affected access to some knowledge bases in one production region. ## **Root Cause** The… | 1h 38m | Resolved |
| Nov 5, 2025 | [TAGS] Issue with Searching and Using Tags [ALL PRODS]## **Summary** A minor refactor to the search service introduced an unexpected dependency issue that caused several platform-level search features, including tag and shortcut searches, to fail temporarily. ##… | 40 min | Resolved |
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How to Read This Kustomer Incident Log
Each row is an incident PulsAPI observed, not a summary written afterwards. The duration is wall-clock time between the first failing check and the first clean one, so it includes the window before Kustomer acknowledged anything. Vendor post-mortems typically measure from acknowledgement, which is why their numbers are usually shorter.
Incidents still open have no duration yet and are listed as ongoing rather than being given a running total. The archive covers the last 365 days; anything older has aged out of the window rather than never having happened.
The longest single Kustomer outage in this window ran 1d 3h, against a mean recovery of 2h 55m. If you depend on Kustomer in a customer-facing path, the longest figure is the one to design around. The mean is what happens on a normal bad day; the maximum is what happens on the worst one.