Changes / Braze / AWS US East 1 outage
Braze: Major incident: AWS US East 1 outage
Summary
Braze reported a major AWS US East 1 outage starting 2025-10-20 16:21 UTC, resolved 2025-10-20 23:41 UTC. AWS capacity shortages delayed Data Processing and Outbound messaging on US03 and US05; affected Twilio services disrupted SMS authentication and messaging. Engineers load-balanced work and cleared backlogs; Twilio recovered.
Machine-written from the diff below (Sol; type: incident outage). Check the diff before relying on it.
Incident page: full timeline of updates →
What changed
Before: not present
After: AWS US East 1 outage
Before: not present
After: major
Before: not present
After: resolved
Before: not present
After: 2025-10-20 16:21 UTC
Before: not present
After: 2025-10-20 23:41 UTC
Before: not present
After: AU 01 Cluster - Dashboard, Dashboard, Data Processing, EU 01 Cluster - Dashboard, EU 02 Cluster - Dashboard, Global Messaging Channels - SMS, ID 01 Cluster - Dashboard, Outbound Messaging, SDK Data Collection, SMS, US 01 Cluster - Dashboard, US 01 Cluster - Data Processing, US 01 Cluster - Outbound Messaging, US 01 Cluster - SDK Data Collection, US 02 Cluster - Dashboard, US 02 Cluster - Data Processing, US 02 Cluster - Outbound Messaging, US 02 Cluster - SDK Data Collection, US 03 Cluster - Dashboard, US 03 Cluster - Data Processing, US 03 Cluster - Outbound Messaging, US 03 Cluster - SDK Data Collection, US 04 Cluster - Dashboard, US 04 Cluster - Data Processing, US 04 Cluster - Outbound Messaging, US 04 Cluster - SDK Data Collection, US 05 Cluster - Dashboard, US 05 Cluster - Data Processing, US 05 Cluster - Outbound Messaging, US 05 Cluster - SDK Data Collection, US 06 Cluster - Dashboard, US 06 Cluster - Data Processing, US 06 Cluster - Outbound Messaging, US 06 Cluster - SDK Data Collection, US 07 Cluster - Dashboard, US 08 Cluster - Dashboard, US 10 Cluster - Dashboard
Before: not present
After: Our Engineering team is aware that AWS is experiencing an outage on Monday, October 20, 2025.
At the moment, the following services are impacted:
Third-party SMS provider Twilio is affected by this outage. Braze customers may experience the following issues:
- Difficulty logging into the Braze dashboard via SMS authentication
- Issues sending SMS messages through the Braze platform
- Issue receiving SMS responses from end users
Additionally, some customers may experience issues with SSO login due their SSO provider experiencing issues.
We are continuing to monitor internal and external services.
We apologise for the delay in updating the StatusPage, this was due to the outage also impacting the StatusPage service.
Before: not present
After: Our engineers are continuing to monitor the impact of internal and external services caused by the AWS US East 1 outage.
At the moment, the following services are impacted:
Braze Data Processing and Outbound messaging is experiencing elevated latency on the US03 and US05 clusters. This is due to AWS being unable to provide enough capacity.
Third-party SMS provider Twilio is affected by this outage. Braze customers may experience the following issues:
- Difficulty logging into the Braze dashboard via SMS authentication
- Issues sending SMS messages through the Braze platform
- Issue receiving SMS responses from end users
Additionally, some customers may experience issues with SSO login due their SSO provider experiencing issues.
Before: not present
After: Our engineers are continuing to monitor the impact of internal and external services caused by the AWS US East 1 outage.
At the moment, the following services are impacted:
Braze SDK Data Collection, Data Processing and Outbound Messaging is experiencing elevated latency on the following clusters due to AWS capacity issues:
- US01
-US03
-US04
-US05
-US06
Third-party SMS provider Twilio is affected by this outage. Braze customers may experience the following issues:
- Difficulty logging into the Braze dashboard via SMS authentication
- Issues sending SMS messages through the Braze platform
- Issue receiving SMS responses from end users
Additionally, some customers may experience issues with SSO login due their SSO provider experiencing issues.
Before: not present
After: Our engineers are continuing to monitor the impact of internal and external services caused by the AWS US East 1 outage.
At the moment, the following services are impacted:
Braze SDK Data Collection, Data Processing and Outbound Messaging is experiencing elevated latency on the following clusters due to AWS capacity issues:
- US01
- US02 (Outbound Messaging only)
-US03
-US04
-US05
-US06
Third-party SMS provider Twilio is affected by this outage. Braze customers may experience the following issues:
- Difficulty logging into the Braze dashboard via SMS authentication
- Issues sending SMS messages through the Braze platform
- Issue receiving SMS responses from end users
Additionally, some customers may experience issues with SSO login due their SSO provider experiencing issues.
Before: not present
After: Our engineers are continuing to monitor the impact of internal and external services caused by the AWS US East 1 outage.
At the moment, the following services are impacted:
Braze SDK Data Collection, Data Processing and Outbound Messaging is experiencing elevated latency on the following clusters due to AWS capacity issues:
- US01
- US02 (Outbound Messaging only)
-US03
-US04
-US05
-US06
Third-party SMS provider Twilio is affected by this outage. Braze customers may experience the following issues:
- Difficulty logging into the Braze dashboard via SMS authentication
- Issues sending SMS messages through the Braze platform
- Issue receiving SMS responses from end users
Before: not present
After: Our engineers are continuing to monitor the impact of internal and external services caused by the AWS US East 1 outage.
At the moment, the following services are impacted:
Braze SDK Data Collection, Data Processing and Outbound Messaging is experiencing elevated latency on the following clusters due to AWS capacity issues:
-US01
-US02 (Outbound Messaging only)
-US03
-US04
-US05
-US06
Third-party SMS provider Twilio is affected by this outage. Braze customers may experience the following issues:
- Difficulty logging into the Braze dashboard via SMS authentication
- Issues sending SMS messages through the Braze platform
- Issue receiving SMS responses from end users
Before: not present
After: Our engineers are continuing to monitor the impact of internal and external services caused by the AWS US East 1 outage.
At the moment, the following services are impacted:
Braze SDK Data Collection, Data Processing and Outbound Messaging is experiencing elevated latency on the following clusters due to AWS capacity issues:
-US01
-US02 (Data Processing and Outbound Messaging)
-US03
-US04
-US05
-US06
Third-party SMS provider Twilio is affected by this outage. Braze customers may experience the following issues:
- Difficulty logging into the Braze dashboard via SMS authentication
- Issues sending SMS messages through the Braze platform
- Issue receiving SMS responses from end users
Before: not present
After: Our engineers are continuing to monitor the impact of internal and external services caused by the AWS US East 1 outage.
The SDK Data Collection on the US03 is experiencing a high level of errors. SDK requests will continually retry until SDK collection is back to normal operation.
Before: not present
After: Our engineers are continuing to monitor the impact of internal and external services caused by the AWS US East 1 outage.
At the moment, the following services are impacted:
Braze SDK Data Collection, Data Processing and Outbound Messaging is experiencing elevated latency on the following clusters due to AWS capacity issues:
-US01
-US02 (Data Processing and Outbound Messaging)
-US03
-US04
-US05
-US06
Third-party SMS provider Twilio is affected by this outage. Braze customers may experience the following issues:
- Difficulty logging into the Braze dashboard via SMS authentication
- Issues sending SMS messages through the Braze platform
- Issue receiving SMS responses from end users
Before: not present
After: At the moment, the following services are impacted:
Braze SDK Data Collection, Data Processing and Outbound Messaging is experiencing elevated latency on the following clusters due to AWS capacity issues:
-US01
-US02 (Data Processing and Outbound Messaging)
-US03
-US04
-US05
-US06
Third-party SMS provider Twilio is affected by this outage. Braze customers may experience the following issues:
- Difficulty logging into the Braze dashboard via SMS authentication
- Issues sending SMS messages through the Braze platform
- Issue receiving SMS responses from end users
Before: not present
After: Our engineers are continuing to monitor the impact of internal and external services caused by the AWS US East 1 outage.
The SDK Data Collection on the US06 is experiencing a high level of errors. SDK requests will continually retry until SDK collection is back to normal operation.
Before: not present
After: At the moment, the following services are impacted:
Braze SDK Data Collection, Data Processing and Outbound Messaging is experiencing elevated latency on the following clusters due to AWS capacity issues:
-US01
-US02 (Data Processing and Outbound Messaging)
-US03
-US04
-US05
-US06
Third-party SMS provider Twilio is affected by this outage. Braze customers may experience the following issues:
- Difficulty logging into the Braze dashboard via SMS authentication
- Issues sending SMS messages through the Braze platform
- Issue receiving SMS responses from end users
Before: not present
After: At the moment, the following services are impacted:
Braze SDK Data Collection, Data Processing and Outbound Messaging is experiencing elevated latency on the following clusters due to AWS capacity issues:
-US01
-US02 (Data Processing and Outbound Messaging)
-US03
-US04
-US05
-US06
Third-party SMS provider Twilio is affected by this outage. Braze customers may experience the following issues:
- Difficulty logging into the Braze dashboard via SMS authentication
- Issues sending SMS messages through the Braze platform
- Issue receiving SMS responses from end users
Before: not present
After: We are starting to see improvements in provisioning capacity from AWS. As we see additional capacity online we are observing small improvements in processing latent jobs. We'll continue to load balance our work to protect system health, as our engineers continue to closely monitor and manage the situation. As more capacity becomes available, when we see a change in our processing latency we'll provide another update.
Before: not present
After: We are starting to see improvements in Twilio's service. As Twilio continues to stabilize, we are observing improvements in SMS sending. Customers using SMS authentication are now able to login to the Braze dashboard without issue.
Our engineers continue to monitor the situation.
Before: not present
After: We are continuing to see improvements processing the backlog of latent jobs across clusters. The US04 and US02 are now fully operational and the backlog has completed processing.
SDK Data Collection on the US03 cluster has now stabilised and is returning to normal operation.
We'll continue to load balance our work to protect system health, as our engineers continue to closely monitor and manage the situation
Before: not present
After: We are continuing to see improvements processing the backlog of latent jobs across clusters. The following services are now fully operational:
US01 - Data Processing, SDK Data Processing
US03 - Data Processing, SDK Data Processing
US06 - Data Processing, SDK Data Processing
We'll continue to load balance our work to protect system health, as our engineers continue to closely monitor and manage the situation.
Before: not present
After: We are continuing to see improvements processing the backlog of latent jobs across clusters. The following clusters are now fully operational:
-US06
-US01
We'll continue to load balance our work to protect system health, as our engineers continue to closely monitor and manage the situation.
Before: not present
After: We can confirm the US05 Cluster is now fully operational.
The US03 Cluster backlog is continuing to process and engineering team is working to return the cluster to full operation.
Before: not present
After: The US03 cluster has completed processing the back and is now fully operational.
All other clusters are operating within normally operational bounds.
Engineers to monitor the stability of Twilio services as they work to recover from the US East 1 outage.
We will update further when we have a material update.
Before: not present
After: This incident has been resolved. Twilio services have recovered from the AWS US East 1 outage. Customers can now login to the Braze dashboard via SMS authentication, send SMS messages through the Braze platform, and receive SMS responses from end users without issues.
All Braze systems are operating normally. Our engineering teams will continue standard monitoring.
First version of this incident archived by Rewindex. View the live incident (opens in new tab).
History of this incident
| When | Change | Kind |
|---|---|---|
| Major incident: AWS US East 1 outage (this change) Braze reported a major AWS US East 1 outage starting 2025-10-20 16:21 UTC, resolved 2025-10-20 23:41 UTC. AWS capacity shortages delayed Data Processing and Outbound messaging on US03 and US05; affected Twilio services disrupted SMS authentication and messaging. Engineers load-balanced work and cleared backlogs; Twilio recovered. | Major incident |