# Aircall: Calls and Messages failing to connect

- Impact (vendor’s label): major
- Status: resolved
- Started: 2025-10-20 07:07 UTC · Resolved: 2025-10-21 06:46 UTC · Duration: 24 h
- Updates: 16 · Affected components: Network - Outbound Messaging (SMS/MMS), Network - Outbound Calls, Outbound Calls, Network - Inbound Messaging (SMS/MMS), Inbound Calls, Network - Inbound Calls, Aircall Dashboard - Analytics, Aircall Apps - Keypad & Call Controls, Aircall Apps - Agent Status
- [Vendor status page: https://stspg.io/3wc9k802ygv2](https://stspg.io/3wc9k802ygv2)
- [Company: Aircall](https://rewindex.com/company/aircall.md)

## Summary

Aircall’s major degradation disrupted calls, messaging, Agent Status and Call Controls from 2025-10-20 07:07 UTC to 2025-10-21 06:46 UTC (23 h 39 min). Aircall cited provider 500 errors and an AWS-related messaging-provider disruption. Service was restored and monitoring confirmed stability; users with lingering issues were advised to reload the app. _(machine-written, sol)_
## Timeline of updates

- **investigating** 2025-10-20 07:07 UTC: We are currently investigating an issue with call and messaging connection.
- **identified** 2025-10-20 07:17 UTC: The issue has been identified as caused by our communication platform provider responding with error code 500 to a subset of our connection requests. We are in communication with our provider, and we will provide further details as soon as progress is made.
- **identified** 2025-10-20 07:42 UTC: Our communication platform provider is being impacted by an issue with a worldwide infrastructure provider.  This issue with the worldwide infrastructure provider is directly impacting Aircall Analytics.
- **identified** 2025-10-20 08:34 UTC: We continue to work with our providers to try to mitigate the impact of the infrastructure provider. The impact is spread across different internet-based services, and they are addressing it with the highest priority.  We will provide further details as soon as progress is made.
- **identified** 2025-10-20 09:01 UTC: The infrastructure provider has identified the issue as being related to a DNS resolution service and applied a fix. We will provide further details as soon as progress is made.
- **identified** 2025-10-20 09:58 UTC: We start to observe signs of recovery. Connectivity rates are increasing for Messaging. We continue to monitor the Analytics and Calling services.
- **identified** 2025-10-20 10:37 UTC: We are seeing partial recovery as our communication platform provider is scaling systems to handle the influx of traffic. Users may notice Inbound and Outbound calling improvements.
- **monitoring** 2025-10-20 11:42 UTC: We can confirm that most of the Calls and Messages are connecting.  Analytics may still present some delays in loading historical data due to queued requests. We continue to be in contact with our providers, and we're actively monitoring the system performance to ensure full resolution.
- **monitoring** 2025-10-20 12:36 UTC: All the services have been recovered to regular performance, including Analytics.
- **monitoring** 2025-10-20 14:13 UTC: We are seeing service degradation on Calling service, and we're currently investigating it.
- **identified** 2025-10-20 15:07 UTC: We continue to monitor the system and we can observe some sporadic issues with Calls and Call Controls.
- **identified** 2025-10-20 16:37 UTC: There is currently intermittent impact on a subset of inbound and outbound calls. We continue to be in contact with our providers to ensure full system stabilization.
- **identified** 2025-10-20 17:25 UTC: Customers may be experiencing some issues with Calling (Dequeuing, Call Controls, etc) due to the degradation of response times of our communication platform. We are working with our providers to stabilize their services and we will provide further updates about the as soon as progress is made.
- **identified** 2025-10-20 19:10 UTC: One of our real time messaging providers is being impacted by the AWS incident which causes Aircall Users to currently experience issues with Agent Status and Call Controls. We are working with our providers to stabilize their services and we will provide further updates about the as soon as progress is made.
- **monitoring** 2025-10-20 20:09 UTC: Our messaging provider has recovered from the issue caused by the AWS incident. Agents should now see recovery in Agent Status updates and Call Controls. We are closely monitoring the situation to ensure full stability and will provide another update once we confirm everything is functioning as expected.
- **resolved** 2025-10-21 06:46 UTC: System performance has remained stable during the past hours of monitoring.  We appreciate your patience and understanding while we worked with our Providers to restore normal functionality.  If you continue to experience any related issues, please reload the app, and in case the issue persists, don’t hesitate to reach out to our Support team for further assistance.

## Rewindex changes for this incident

- 2025-10-20 07:07 UTC: [Major incident: Calls and Messages failing to connect](https://rewindex.com/change/i81630f8580a5e6.md)


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Canonical: https://rewindex.com/company/aircall/incidents/0j6rkyl5qmgn · Markdown: https://rewindex.com/company/aircall/incidents/0j6rkyl5qmgn.md · JSON: https://rewindex.com/api/v1/companies/aircall/incidents/0j6rkyl5qmgn · Generated 2026-10-18T09:55:28.629Z