# Braze: Link-shortening issue impacting all regions

- Impact (vendor’s label): major
- Status: resolved
- Started: 2025-07-17 20:22 UTC · Resolved: 2025-07-17 21:12 UTC · Duration: 50 min
- Updates: 4 · Affected components: Global Messaging Channels - SMS, SMS, Global Messaging Channels - WhatsApp, WhatsApp
- [Vendor status page: https://stspg.io/cpy80cpk6lkf](https://stspg.io/cpy80cpk6lkf)
- [Company: Braze](https://rewindex.com/company/braze.md)

## Summary

Braze reported a major link-shortening outage across all regions starting 2025-07-17 20:22 UTC, delaying SMS and WhatsApp messages with shortened or tracked URLs and causing HTTP 500 errors on clicks. Service was restored and the message backlog cleared; the incident was resolved at 2025-07-17 21:12 UTC after 50 min. _(machine-written, sol)_
## Timeline of updates

- **identified** 2025-07-17 20:22 UTC: Braze Engineers have identified an issue impacting the SMS Link Shortening service. During this time SMS messages containing shorted URL's may experience sending delays. End-users may experience a http 500 error when clicking a shortened URL.
- **identified** 2025-07-17 20:31 UTC: Following our previous communication, Braze Engineers have identified that the Link Shortening service issue also impacts WhatsApp. During this time, SMS and WhatsApp messages containing shortened and tracked URLs may experience sending delays. End-users may experience a HTTP 500 error when clicking on a shortened or tracked URL.
- **monitoring** 2025-07-17 20:59 UTC: The Link-Shortening service has been restored. The SMS and WhatsApp message backlog has cleared and is now sending in real-time. End-users are able to click shortened and tracked links, redirecting to URLs as expected.
- **resolved** 2025-07-17 21:12 UTC: Services have remained stable, and this incident is now considered resolved.

## Rewindex changes for this incident

- 2025-07-17 20:22 UTC: [Major incident: Link-shortening issue impacting all regions](https://rewindex.com/change/ibfd4a9a203c4e5.md)


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Canonical: https://rewindex.com/company/braze/incidents/lgwk7223nq84 · Markdown: https://rewindex.com/company/braze/incidents/lgwk7223nq84.md · JSON: https://rewindex.com/api/v1/companies/braze/incidents/lgwk7223nq84 · Generated 2026-10-18T09:55:56.348Z