Feb <var data-var='date'>21</var>, <var data-var='time'>04:38</var> UTC Resolved - This incident has been resolved. Feb <var data-var='date'>20</var>, <var data-var='time'>18:11</var> UTC Update - We are continuing to monitor for any further issues. Feb <var data-var='date'>20</var>, <var data-var='time'>18:09</var> UTC Monitoring - We're facing issues with our realtime provider. We've pushed additional capacity to minimize and mitigate it. Feb <var data-var='date'>20</var>, <var data-var='time'>17:38</var> UTC Investigating - Notifications and Realtime updates are delayed. The team's looking into it.

Notifications and Realtime updates are slow

Jun <var data-var='date'>13</var>, <var data-var='time'>04:29</var> UTC Resolved - This incident has been resolved. Jun <var data-var='date'>12</var>, <var data-var='time'>21:01</var> UTC Update - We are continuing to monitor for any further issues. Jun <var data-var='date'>12</var>, <var data-var='time'>20:42</var> UTC Update - Our team's working on restoring Gmail access and sync for customer inboxes. Jun <var data-var='date'>12</var>, <var data-var='time'>19:07</var> UTC Update - Google has confirmed the issue with multiple Google services and they're working on it - https://www.google.com/appsstatus/dashboard/incidents/Eab7zGLWSaUJyh9c9R9L Jun <var data-var='date'>12</var>, <var data-var='time'>18:57</var> UTC Monitoring - We're receiving a very high error rate from Gmail triggering inbox disconnections and slow or no syncing. We're currently monitoring the issue.

Issues with Gmail Inboxes

Apr <var data-var='date'>23</var>, <var data-var='time'>06:41</var> UTC Resolved - Looks like Microsoft has now fixed this. We're now not noticing this issue. We're continuing to monitor it. Apr <var data-var='date'>17</var>, <var data-var='time'>18:48</var> UTC Identified - We've identified an issue where our system is unable to send attachment size > 3 mb with Microsoft Outlook account connected for Outgoing as Microsoft API is giving error. We're working towards a solution to this. In the meanwhile as a workaround for customers who have connected Outlook accounts with Helpwise. We would recommend to restrict attachment sizes to less than 3MB as a workaround.

Not able to send emails with individual attachment size > 3 mb with Microsoft Outlook account connected for Outgoing.

Mar <var data-var='date'>13</var>, <var data-var='time'>18:33</var> UTC Resolved - This incident has been resolved. Mar <var data-var='date'>13</var>, <var data-var='time'>14:44</var> UTC Update - We are continuing to work with our email provider to fix this issue. Mar <var data-var='date'>13</var>, <var data-var='time'>14:42</var> UTC Identified - We're identified an issue with our underlying provider due to which forwarding to addresses @mail3.helpwisemail.com are not working. Forwarding addresses ending with @mail.helpwisemail.com, @mail1.helpwisemail.com and @mail2.helpwisemail.com are working fine. Workaround: Please change <yourforwardingaddress>@mail3.helpwisemail.com to <yourforwardingaddress>@mail1.helpwisemail.com. Reach out to help@helpwise.io if you need more help getting it to work.

Forwarding addresses ending with mail3.helpwisemail.com are not working

Mar <var data-var='date'> 2</var>, <var data-var='time'>02:05</var> UTC Resolved - This incident has been resolved. Mar <var data-var='date'> 1</var>, <var data-var='time'>22:04</var> UTC Update - Microsoft issues seems to have improved. Please reconnect your Microsoft account with Helpwise if you see the reconnect option in the Inbox. Mar <var data-var='date'> 1</var>, <var data-var='time'>21:52</var> UTC Monitoring - Microsoft has confirmed the incident. Here are more details - https://admin.cloud.microsoft/?#/servicehealth/:/alerts/MO1020913. Only customers using Outlook sync or sending outbound emails using "Connect with Microsoft" might face issues using the service. Mar <var data-var='date'> 1</var>, <var data-var='time'>21:42</var> UTC Identified - The issue has been isolated to Outlook services acting slow and causing bottlenecks. We've isolated the issue to Outlook sync. Webapp and inbox should be operational now. Mar <var data-var='date'> 1</var>, <var data-var='time'>21:22</var> UTC Investigating - We are currently investigating this issue.

Webap, inbox and outlook sync functionalities and performance is degraded.

Feb <var data-var='date'>26</var>, <var data-var='time'>16:44</var> UTC Resolved - This incident has been resolved. Feb <var data-var='date'>26</var>, <var data-var='time'>16:38</var> UTC Identified - The issue has been identified and a fix is being implemented.

Helpcenter sites are not accessible

Nov <var data-var='date'>26</var>, <var data-var='time'>04:31</var> UTC Resolved - This incident has been resolved. Nov <var data-var='date'>25</var>, <var data-var='time'>16:10</var> UTC Update - We're continuing to monitor our systems. Microsoft's still working on fixing this issue. Nov <var data-var='date'>25</var>, <var data-var='time'>12:23</var> UTC Monitoring - Customers using MS365 sync would be seeing high error rates and delay in email sync Live updates on X - https://x.com/MSFT365Status?ref_src=twsrc%5Egoogle%7Ctwcamp%5Eserp%7Ctwgr%5Eauthor Microsoft is still investigating the issue - https://portal.office.com/Adminportal/Home#/servicehealth/:/alerts/MO941162 (You need to be an O365 admin to be able to access it)

Microsoft 365 errors and delay

Oct <var data-var='date'>28</var>, <var data-var='time'>16:35</var> UTC Resolved - This incident has been resolved. Oct <var data-var='date'>28</var>, <var data-var='time'>16:29</var> UTC Monitoring - A fix has been implemented and we are monitoring the results. Oct <var data-var='date'>28</var>, <var data-var='time'>16:13</var> UTC Investigating - We are currently investigating this issue. As of now, desktop notifications and ding sounds on new emails are not getting triggered. Mobile and email notifications are not impacted.

Desktop notifications not being triggered

Oct <var data-var='date'>16</var>, <var data-var='time'>18:19</var> UTC Resolved - We have fixed this with our email provider. @mail.helpwisemail.com should now be fully operational. If you are still facing any issues please reach out to us at help@helpwise.io or chat support Oct <var data-var='date'>16</var>, <var data-var='time'>03:35</var> UTC Identified - We're identified an issue with our underlying provider due to which forwarding to addresses @mail.helpwisemail.com are not working. Forwarding addresses ending with @mail1.helpwisemail.com, @mail2.helpwisemail.com and @mail3.helpwisemail.com are working fine. Workaround: Please change <yourforwardingaddress>@mail.helpwisemail.com to <yourforwardingaddress>@mail1.helpwisemail.com. Reach out to help@helpwise.io or chat support if you need more help getting it to work.

Forwarding addresses ending with mail.helpwisemail.com are not working

Oct <var data-var='date'> 7</var>, <var data-var='time'>20:17</var> UTC Resolved - This incident has been resolved. Oct <var data-var='date'> 7</var>, <var data-var='time'>20:02</var> UTC Monitoring - The problem seems to be caused by the underlying dependencies from Helpwise's AWS infrastructure in us-east-2 region. We're currently monitoring the situation. Oct <var data-var='date'> 7</var>, <var data-var='time'>19:50</var> UTC Investigating - We are currently investigating this issue.

Delayed processing of emails and higher error rate when sending emails

Sep <var data-var='date'>14</var>, <var data-var='time'>11:30</var> UTC Completed - The scheduled maintenance has been completed. Sep <var data-var='date'>14</var>, <var data-var='time'>10:39</var> UTC Update - Scheduled maintenance is still in progress. We will provide updates as necessary. Sep <var data-var='date'>14</var>, <var data-var='time'>09:45</var> UTC In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Sep <var data-var='date'>13</var>, <var data-var='time'>09:23</var> UTC Update - We will be undergoing scheduled maintenance during this time. Sep <var data-var='date'>13</var>, <var data-var='time'>09:23</var> UTC Update - We will be undergoing scheduled maintenance during this time. Sep <var data-var='date'>13</var>, <var data-var='time'>09:22</var> UTC Scheduled - We'll be upgrading our database during this time and updating some of our data stores around Microsoft Outlook sync. It might result in delay in processing of emails in Outlook sync during this time.

Database Maintainance

Sep <var data-var='date'>13</var>, <var data-var='time'>17:10</var> UTC Resolved - This incident has been resolved. Sep <var data-var='date'>13</var>, <var data-var='time'>17:06</var> UTC Update - We are continuing to monitor for any further issues. Sep <var data-var='date'>13</var>, <var data-var='time'>17:00</var> UTC Update - We are continuing to monitor for any further issues. Sep <var data-var='date'>13</var>, <var data-var='time'>16:47</var> UTC Monitoring - A fix has been implemented and we are monitoring the results. Sep <var data-var='date'>13</var>, <var data-var='time'>16:32</var> UTC Identified - We've identified the issue and working on a fix. Only customers using Gmail sync are impacted.

Gmail sync is not syncing new emails

Jun <var data-var='date'>10</var>, <var data-var='time'>15:29</var> UTC Resolved - This incident has been resolved. Jun <var data-var='date'>10</var>, <var data-var='time'>15:06</var> UTC Investigating - We are currently investigating this issue.

Search is extremely slow

May <var data-var='date'>31</var>, <var data-var='time'>09:27</var> UTC Resolved - This incident has been resolved. May <var data-var='date'>31</var>, <var data-var='time'>08:35</var> UTC Update - We are continuing to monitor for any further issues. May <var data-var='date'>31</var>, <var data-var='time'>08:20</var> UTC Update - We are continuing to monitor for any further issues. May <var data-var='date'>31</var>, <var data-var='time'>08:18</var> UTC Monitoring - We're currently monitoring an issue with our Email provider Mailgun - https://status.mailgun.com/incidents/30w5l1zqcw5r Incoming Email forwarding, Outgoing delivery (when using Helpwise in outgoing settings), login MFA codes and email notifications are impacted

Our email provider Mailgun's having issues

May <var data-var='date'>27</var>, <var data-var='time'>14:18</var> UTC Resolved - This incident has been resolved. May <var data-var='date'>27</var>, <var data-var='time'>14:10</var> UTC Update - We are continuing to monitor for any further issues. May <var data-var='date'>27</var>, <var data-var='time'>14:05</var> UTC Update - Mailgun team has pushed a fix and error rate seems to have reduced. We're further monitoring this. May <var data-var='date'>27</var>, <var data-var='time'>13:58</var> UTC Update - We are continuing to monitor for any further issues. May <var data-var='date'>27</var>, <var data-var='time'>13:32</var> UTC Monitoring - We're currently monitoring our error rate and our systems and looking for a potential workaround. May <var data-var='date'>27</var>, <var data-var='time'>13:28</var> UTC Investigating - We're currently investigating v high error rate from our upstream email provider. Outgoing emails, Incoming emails (forwarding), MFA codes, email notifications are affected https://status.mailgun.com/incidents/8bn2px3nyfy4

Our upstream email provider Mailgun is down

May <var data-var='date'>21</var>, <var data-var='time'>23:09</var> UTC Resolved - This incident has been resolved. May <var data-var='date'>21</var>, <var data-var='time'>22:39</var> UTC Monitoring - A fix has been implemented and we are monitoring the results. May <var data-var='date'>21</var>, <var data-var='time'>22:32</var> UTC Identified - We have identified the issue and a fix has been implemented. Currently, Gmail and Outlook sync customers might receive emails with a delay. May <var data-var='date'>21</var>, <var data-var='time'>22:06</var> UTC Investigating - We are currently investigating this issue.

Gmail and Outlook sync Inboxes are getting disconnected

May <var data-var='date'>20</var>, <var data-var='time'>15:05</var> UTC Resolved - This incident has been resolved. May <var data-var='date'>20</var>, <var data-var='time'>14:53</var> UTC Investigating - We are currently investigating this issue.

Searching is slow

Apr <var data-var='date'>22</var>, <var data-var='time'>15:31</var> UTC Resolved - This incident has been resolved. Apr <var data-var='date'>22</var>, <var data-var='time'>15:18</var> UTC Investigating - Our search system is experiencing a high error rate and is slow in responding to queries.

High error rate and slowness in Search

Apr <var data-var='date'> 3</var>, <var data-var='time'>20:15</var> UTC Resolved - This incident has been resolved. Apr <var data-var='date'> 3</var>, <var data-var='time'>19:51</var> UTC Update - However we don't see an update from meta. But we're now not noticing a high error rate. Apr <var data-var='date'> 3</var>, <var data-var='time'>19:15</var> UTC Update - We are continuing to monitor for any further issues. Apr <var data-var='date'> 3</var>, <var data-var='time'>19:11</var> UTC Monitoring - Meta is experiencing issues with Whatsapp Cloud and On-premise solutions - https://metastatus.com/whatsapp-business-api 360 dialog & Twilio who also use Meta infrastructure as well is experiencing issues - 1. https://status.360dialog.com/ 2. https://status.twilio.com/incidents/1qn011ts4zqk Our team's currently monitoring this and waiting for more updates.

Whatsapp messages can't be sent for some Inboxes

Feb <var data-var='date'>22</var>, <var data-var='time'>18:07</var> UTC Resolved - We're not seeing errors as of now. Feb <var data-var='date'>22</var>, <var data-var='time'>16:59</var> UTC Monitoring - We're monitoring our systems closely to minimize any possible impact Feb <var data-var='date'>22</var>, <var data-var='time'>16:58</var> UTC Identified - Our team has identified that our email service provider Mailgun is having issues - https://status.mailgun.com/incidents/99rdnl8bd0c5. Customers using Helpwise to send their emails might face delays in delivering those emails. Email notifications might also get delayed.

High error rate in outgoing emails for customers using Helpwise as Outgoing settings

Feb <var data-var='date'>20</var>, <var data-var='time'>20:43</var> UTC Resolved - This incident has been resolved. Feb <var data-var='date'>20</var>, <var data-var='time'>20:23</var> UTC Update - The system is stabilized now and we're working on processing the backlog. Feb <var data-var='date'>20</var>, <var data-var='time'>19:00</var> UTC Monitoring - Our search engine is currently improving and our team's monitoring the results Feb <var data-var='date'>20</var>, <var data-var='time'>17:35</var> UTC Identified - We've currently identified that our search system's having a higher error rate and new messages are not searchable. New messages which currently are not searchable are in a backlog and would get processed once the system is stable.

High error rate while searching and new messages not searchable

Nov <var data-var='date'>29</var>, <var data-var='time'>11:07</var> UTC Resolved - This incident has been resolved. Nov <var data-var='date'>29</var>, <var data-var='time'>11:07</var> UTC Monitoring - A fix has been implemented and we are monitoring the results. Nov <var data-var='date'>29</var>, <var data-var='time'>09:53</var> UTC Investigating - It looks our system's receiving emails with a huge delay from our email provider

Delay in incoming email forwarding

Nov <var data-var='date'>21</var>, <var data-var='time'>04:10</var> UTC Resolved - This incident has been resolved. Nov <var data-var='date'>21</var>, <var data-var='time'>01:53</var> UTC Identified - Emails forwarded to <yourforwardingaddress>@mail1.helpwisemail.com are being dropped. As a workaround, If you're using email forwarding with Helpwise please change the address to <yourforwardingaddress>@mail2.helpwisemail.com. Please contact chat support or help@helpwise.io for more information. Customers using Microsoft/Gmail sync are not impacted. Inboxes with forwarding with forwarding address @mail.helpwisemail.com, @mail2.helpwisemail.com and @mail3.helpwisemail.com are also not impacted.

Issue in incoming email forwarding

Nov <var data-var='date'>20</var>, <var data-var='time'>20:33</var> UTC Resolved - This incident has been resolved. Nov <var data-var='date'>20</var>, <var data-var='time'>20:09</var> UTC Update - We are continuing to work on a fix for this issue. Please implement the workaround mentioned below. Nov <var data-var='date'>20</var>, <var data-var='time'>20:07</var> UTC Identified - Emails forwarded to <yourforwardingaddress>@mail1.helpwisemail.com are being dropped. As a workaround, If you're using email forwarding with Helpwise please change the address to <yourforwardingaddress>@mail2.helpwisemail.com. Please contact chat support or help@helpwise.io for more information.

Nov <var data-var='date'>19</var>, <var data-var='time'>07:57</var> UTC Completed - The scheduled maintenance has been completed. Nov <var data-var='date'>19</var>, <var data-var='time'>07:30</var> UTC Verifying - Verification is currently underway for the maintenance items. Nov <var data-var='date'>19</var>, <var data-var='time'>05:30</var> UTC In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Nov <var data-var='date'> 1</var>, <var data-var='time'>16:33</var> UTC Scheduled - Helpwise will be upgrading its databases during this time. We anticipate no downtime during this maintainance. In some rare cases users might face difficulties accessing Helpwise during this time, messages during this time might be dropped or delayed. We regret any inconvenience due to this.

Is Helpwise down?

Helpwise status is UP

Lastest published events

Notifications and Realtime updates are slow

Issues with Gmail Inboxes

Not able to send emails with individual attachment size > 3 mb with Microsoft Outlook account connected for Outgoing.

Helpwise Services, Components and Regions

Recent Helpwise events

Notifications and Realtime updates are slow

Issues with Gmail Inboxes

Not able to send emails with individual attachment size > 3 mb with Microsoft Outlook account connected for Outgoing.

Forwarding addresses ending with mail3.helpwisemail.com are not working

Webap, inbox and outlook sync functionalities and performance is degraded.

Helpcenter sites are not accessible