# ElevenLabs: Major incident: SIP call failures

**Summary:** ElevenLabs reported a major SIP outage affecting calls to some numbers imported into the Agent Platform, starting 2026-07-31 00:45 UTC and lasting 18 h 15 min. The vendor cited infrastructure resource constraints as a likely contributor; remaining failures affected the US region. Mitigation returned failure rates to baseline, and the incident was resolved at 2026-07-31 19:00 UTC. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2026-07-31 00:45 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://status.elevenlabs.io/incidents/01KYV2B0QVNEGQTSG5B0RES4B7](https://status.elevenlabs.io/incidents/01KYV2B0QVNEGQTSG5B0RES4B7)
- [Company: ElevenLabs](https://rewindex.com/company/elevenlabs.md)
- Versions: before (none: first archived) → after incident\_version:14/01KYV2B0QVNEGQTSG5B0RES4B7@9512e8d6a21f
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ SIP call failures
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2026-07-31 00:45 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-07-31 19:00 UTC
```

**6. Added: Update** (investigating) · 2026-07-31 03:08 UTC

```diff
+ Starting at ~1:00 UTC, calls to a portion of phone numbers imported into the ElevenLabs Agent Platform are failing. We are currently working to isolate the root cause and restore full functionality.
```

**7. Added: Update** (identified) · 2026-07-31 04:00 UTC

```diff
+ We've identified a likely contributing factor related to infrastructure resource constraints affecting SIP call routing. We're currently validating a fix.
```

**8. Added: Update** (resolved) · 2026-07-31 05:29 UTC

```diff
+ The issue has been resolved. Call routing is now fully restored, and we're assessing follow-ups to improve proactive alerting and prevent recurrence.
```

**9. Added: Update** (investigating) · 2026-07-31 06:18 UTC

```diff
+ Following the earlier fix, we're seeing renewed inbound call routing failures for a portion of phone numbers. We're currently investigating.
```

**10. Added: Update** (identified) · 2026-07-31 09:06 UTC

```diff
+ Our team has identified a potential cause of the call outages and is currently validating a fix. We will share further updates as soon as we have more information.
```

**11. Added: Update** (identified) · 2026-07-31 11:12 UTC

```diff
+ Calls should be back to normal for the EU and India residencies. The US residency may still experience some downtime, but our team is working to resolve the issue. In the meantime, the immediate workaround is to remove the affected number and re-add it, if possible.
```

**12. Added: Update** (identified) · 2026-07-31 13:01 UTC

```diff
+ Our team is still actively working to restore all calls and phone numbers to their normal working state.
```

**13. Added: Update** (identified) · 2026-07-31 14:33 UTC

```diff
+ We have identified the root cause of the failed SIP calls and prepared a fix.
```

**14. Added: Update** (identified) · 2026-07-31 18:02 UTC

```diff
+ Our engineers are putting together a targeted fix to resolve the remaining SIP failures in the US region.
```

**15. Added: Update** (resolved) · 2026-07-31 19:00 UTC

```diff
+ After our recent mitigation steps, our engineers have traced SIP call failure rate as it has returned to baseline. We will publish a complete root cause analysis shortly.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2026-07-31 00:45 UTC | Major incident: SIP call failures (this change) | outage |

All ElevenLabs changes: [timeline](https://rewindex.com/company/elevenlabs/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/i16811697011f70 · Markdown: https://rewindex.com/change/i16811697011f70.md · JSON: https://rewindex.com/api/v1/changes/i16811697011f70 · Generated 2026-10-18T00:39:16.138Z