# Dialpad: Major incident: Some customers might be experiencing issues with calling and messaging

**Summary:** Some Dialpad customers experienced calling and messaging issues in a major-impact Application incident starting 2025-05-21 14:42 UTC and lasting 48 min, resolved at 2025-05-21 15:30 UTC. Dialpad implemented a fix and confirmed normal Support contact channels were operational at resolution. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2025-05-21 14:42 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/sxd47jkh7mhd](https://stspg.io/sxd47jkh7mhd)
- [Company: Dialpad](https://rewindex.com/company/dialpad.md)
- Versions: before (none: first archived) → after incident\_version:121/vtbzgb1m98rc@4dd2ee46d088
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Some customers might be experiencing issues with calling and messaging
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2025-05-21 14:42 UTC
```

**5. Added: Resolved time**

```diff
+ 2025-05-21 15:30 UTC
```

**6. Added: Affected components**

```diff
+ Application
```

**7. Added: Update** (investigating) · 2025-05-21 14:42 UTC

```diff
+ We are currently investigating this issue. If you are having difficulty contacting Dialpad Support, please visit   help.dialpad.com   and follow the instructions in the banner at the top of the page
```

**8. Added: Update** (investigating) · 2025-05-21 15:03 UTC

```diff
+ We are continuing to investigate this issue.
```

**9. Added: Update** (monitoring) · 2025-05-21 15:17 UTC

```diff
+ A fix has been implemented and we are monitoring the results. If you are still having difficulty contacting Dialpad Support, please visit   help.dialpad.com   and follow the instructions in the banner at the top of the page
```

**10. Added: Update** (resolved) · 2025-05-21 15:30 UTC

```diff
+ This incident has been resolved. Normal channels to Dialpad Support are now operational.  Please visit   https://www.dialpad.com/contact-us/   to contact Dialpad Support.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2025-05-21 14:42 UTC | Major incident: Some customers might be experiencing issues with calling and messaging (this change) | outage |

All Dialpad changes: [timeline](https://rewindex.com/company/dialpad/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/ib97c200545d5a1 · Markdown: https://rewindex.com/change/ib97c200545d5a1.md · JSON: https://rewindex.com/api/v1/changes/ib97c200545d5a1 · Generated 2026-10-18T02:54:57.376Z