# Sinch: Service Degradation - Customer Dashboard and Account Balance

> Sinch status incident “Service Degradation - Customer Dashboard and Account Balance” on 2026-10-26: impact major (vendor’s label), 2.5 h, 4 update(s). Archived by Rewindex.

Canonical: https://rewindex.com/company/sinch/incidents/8cs19rxr8jgj
Last updated: 2026-10-26T16:14:05Z

- Impact (vendor’s label): major
- Status: resolved · edited after publishing
- Started: 2026-10-26 13:33 UTC · Resolved: 2026-10-26 16:05 UTC · Duration: 2.5 h
- Updates: 4 · Affected components: 2FA, Analytics, Customer Support, Dashboard.sinch.com - 2FA, Dashboard.sinch.com - Analytics, Dashboard.sinch.com - Customer Support, Dashboard.sinch.com - Login/Sign up, Dashboard.sinch.com - Numbers Administration, Dashboard.sinch.com - Payment, Dashboard.sinch.com - SMS Administration, Dashboard.sinch.com - US Campaigns, External Connectivity - SMS - APAC, External Connectivity - SMS - CA - ShortCode, External Connectivity - SMS - CA - Toll Free, External Connectivity - SMS - EMEA, External Connectivity - SMS - LATAM, External Connectivity - SMS - US - 10DLC, External Connectivity - SMS - US - ShortCode, External Connectivity - SMS - US - Toll Free, Login/Sign up, Numbers Administration, Payment, SMS Administration, SMS - APAC, SMS - CA - ShortCode, SMS - CA - Toll Free, SMS - EMEA, SMS - LATAM, SMS - US - 10DLC, SMS - US - ShortCode, SMS - US - Toll Free, US Campaigns
- [Vendor status page: https://status.sinch.com/incidents/8cs19rxr8jgj](https://status.sinch.com/incidents/8cs19rxr8jgj)
- [Company: Sinch](https://rewindex.com/company/sinch.md)

## Timeline of updates

- **investigating** 2026-10-26 13:33 UTC: We are currently investigating a service outage on the customer dashboard, Dashboard.sinch.com and with our balance calculation causing a subset of customer accounts to be blocked. Start Time: 2026-10-26 12:58 UTC Impact: Clients may experience issues reaching the customer dashboard and may see an incorrect account balance. Our engineering team is working to restore full functionality as soon as possible. For any inquiries, please contact support@sinch.com.
- **identified** 2026-10-26 14:15 UTC: A fix has been implemented and we are seeing improvements for the dashboard. We are continuing to investigate the incorrect account balances.
- **monitoring** 2026-10-26 15:21 UTC: A second fix has been implemented and we are seeing correct account balances and customer accounts have been unblocked. We are continuing to monitoring the results.
- **resolved** 2026-10-26 16:05 UTC: At 2026-10-26 12:58, UTC a planned change caused unforeseen issues affecting the Sinch customer dashboard and our balance calculations. Our engineering teams immediately investigated the issue. Once identified, the change was successfully rolled back and functionality was restored. During the below time frame customers may have experienced issues reaching the Sinch customer dashboard, or experienced problems sending traffic over a subset of accounts due to a block caused by the balance calculation discrepancy. Incident Start Time: 2026-10-26 12:58 UTC Incident End Time: 2026-10-26 15:11 UTC For any inquiries, please contact support@sinch.com

## Rewindex changes for this incident

- 2026-10-26 13:33 UTC: [Major incident: Service Degradation - Customer Dashboard and Account Balance](https://rewindex.com/change/i2bd24c3cb115f2.md)
- 2026-10-26 14:24 UTC: [Incident updated: Service Degradation - Customer Dashboard and Account Balance](https://rewindex.com/change/rbdf3cf761cfabc.md)
- 2026-10-26 15:24 UTC: [Incident updated: Service Degradation - Customer Dashboard and Account Balance](https://rewindex.com/change/r464cacd15a6be1.md)
- 2026-10-26 16:14 UTC: [Incident updated: Service Degradation - Customer Dashboard and Account Balance](https://rewindex.com/change/r29ebcc49804f53.md)

## Cite this

Status incident (vendor impact label: major) posted by Sinch, started 2026-10-26 13:33 UTC, resolved after 2.5 h, 4 update(s); edited after publishing.

- Canonical URL: https://rewindex.com/company/sinch/incidents/8cs19rxr8jgj
- Citation: Sinch, “Service Degradation - Customer Dashboard and Account Balance” (2026-10-26 13:33 UTC). Archived by Rewindex: https://rewindex.com/company/sinch/incidents/8cs19rxr8jgj (CC BY 4.0).
- Markdown link: `[Sinch: Service Degradation - Customer Dashboard and Account Balance (2026-10-26)](https://rewindex.com/company/sinch/incidents/8cs19rxr8jgj)`


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Canonical: https://rewindex.com/company/sinch/incidents/8cs19rxr8jgj · Markdown: https://rewindex.com/company/sinch/incidents/8cs19rxr8jgj.md · JSON: https://rewindex.com/api/v1/companies/sinch/incidents/8cs19rxr8jgj · Data licensed CC BY 4.0 (https://creativecommons.org/licenses/by/4.0/) · Generated 2026-11-04T18:01:18.179Z