# Squarespace: Major incident: Acuity Scheduling / Undelivered SMS reminders

**Summary:** Acuity Scheduling SMS reminders were not delivered for some customers in a major-impact incident from 2025-09-09 18:19 UTC to 2025-09-09 19:26 UTC, lasting 1 h 6 min. Squarespace identified the issue, reported implementing a fix, and marked the incident resolved; affected customers could miss appointment reminders. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2025-09-09 18:19 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/3xfymr33j3fr](https://stspg.io/3xfymr33j3fr)
- [Company: Squarespace](https://rewindex.com/company/squarespace.md)
- Versions: before (none: first archived) → after incident\_version:260/vn2m8gsppnd8@80f0ff025db0
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Acuity Scheduling / Undelivered SMS reminders
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2025-09-09 18:19 UTC
```

**5. Added: Resolved time**

```diff
+ 2025-09-09 19:26 UTC
```

**6. Added: Affected components**

```diff
+ Acuity Scheduling
```

**7. Added: Update** (investigating) · 2025-09-09 18:19 UTC

```diff
+ SMS reminders are not being delivered for some customers. We're investigating the cause and will provide an update as soon as possible.
```

**8. Added: Update** (identified) · 2025-09-09 18:53 UTC

```diff
+ The issue has been identified and a fix is being implemented.
```

**9. Added: Update** (resolved) · 2025-09-09 19:26 UTC

```diff
+ This incident has been resolved.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2025-09-09 18:19 UTC | Major incident: Acuity Scheduling / Undelivered SMS reminders (this change) | outage |

All Squarespace changes: [timeline](https://rewindex.com/company/squarespace/changes.md)
_Diff excerpts are shown on normalized text: dates, counters and tokens appear as ‹date›, ‹count›, ‹tok›; noise-only edits are hidden. Rewindex shows the changed passages, not a copy of the page._


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Canonical: https://rewindex.com/change/i0f95b976ef4a39 · Markdown: https://rewindex.com/change/i0f95b976ef4a39.md · JSON: https://rewindex.com/api/v1/changes/i0f95b976ef4a39 · Generated 2026-10-18T02:55:38.220Z