Jul <var data-var='date'>23</var>, <var data-var='time'>15:45</var> EDT Resolved - The team has confirmed that services are up and running and we have been given the All Clear. Please reach out to support@iqmetrix.com if any additional assistance is required. Thank you Jul <var data-var='date'>23</var>, <var data-var='time'>14:51</var> EDT Monitoring - We see conditions improving and appear to be up and running again. We will continue to monitor before calling the all clear. Additional updates to follow. Jul <var data-var='date'>23</var>, <var data-var='time'>13:36</var> EDT Update - Users are reporting they are able to login to RQ however we are still seeing services within RQ that are impacted such as Carrier Integration. We are working to mitigate the impact on these servers. More updates to follow. Jul <var data-var='date'>23</var>, <var data-var='time'>13:23</var> EDT Update - Our team is still moving services to mitigate the impact of the current disruption. More updates to follow. Jul <var data-var='date'>23</var>, <var data-var='time'>12:40</var> EDT Update - We have failed over the majority of affected services to our East region and are seeing continued improvement. A small number of remaining services are pending a database issue resolution before their failover can be completed, and we will share updates as progress continues. Jul <var data-var='date'>23</var>, <var data-var='time'>11:48</var> EDT Identified - We are still actively investigating an issue affecting login and account access for some users. Our team has identified the root cause and is actively working on a resolution; we will provide updates as they become available. Jul <var data-var='date'>23</var>, <var data-var='time'>11:22</var> EDT Update - We are continuing to investigate this issue. Jul <var data-var='date'>23</var>, <var data-var='time'>11:22</var> EDT Investigating - We are currently aware of an issue affecting multiple services including logging in. Our Incident Management Team is actively investigating and working on a resolution. We will provide updates as more information becomes available.

Major Disruption impacting multiple Services

Jun <var data-var='date'> 8</var>, <var data-var='time'>10:54</var> EDT Resolved - This issue has been resolved and all systems are functioning as expected. Jun <var data-var='date'> 8</var>, <var data-var='time'>10:13</var> EDT Identified - iQ Metrix Support Chat is now working. We are working to resolve additional routing issues. More updates to follow. Jun <var data-var='date'> 8</var>, <var data-var='time'>09:59</var> EDT Investigating - We are currently experiencing an interruption affecting our Support Chat and Voice channels. Our team is actively investigating and working to restore service as quickly as possible.

iQ Metrix Support Routing Issue

Jun <var data-var='date'> 3</var>, <var data-var='time'>12:34</var> EDT Resolved - The issue affecting the RQ Desktop installer has been resolved. As part of this fix, we replaced the digital certificate used to sign our software with a new one. When Windows installs software, it verifies two things: that the software is legitimately signed, and that the certificate has an established trust history built up over time through normal use. Because our new certificate is freshly issued, Windows may display a security warning the first time you run the installer, this is expected behavior and does not indicate a problem with the software itself. These warnings will become less frequent on their own as more users install the software and Windows builds trust with the new certificate over time. No action is required on your part beyond the one-time acknowledgment. Your software is safe. The certificate change is a routine part of maintaining our software signing process, and the installer has been fully verified by our team. If you have any questions or run into any issues, please don't hesitate to reach out to us at support@iqmetrix.com. May <var data-var='date'>22</var>, <var data-var='time'>14:21</var> EDT Investigating - We are aware of an issue with the RQ Desktop Installer being unavailable. Our teams are currently investigating and we will provide updates as more information becomes available.

RQ Desktop Installer Unavailable

Apr <var data-var='date'>29</var>, <var data-var='time'>13:37</var> EDT Resolved - Our Incident Management team and Verizon have given the all clear. Verizon ISPU should now be performing normally. If you are still experiencing issues please engage our Support Team. Apr <var data-var='date'>29</var>, <var data-var='time'>11:47</var> EDT Investigating - We are aware of an issue causing Verizon ISPU orders to not proceed to Ready for Pickup status due to an "An unexpected error occurred while communicating with Verizon. Please try again" error. Our Incident Management Team has reached out to Verizon and both sides are investigating.

Verizon ISPU Pick and Pack Issues

Mar <var data-var='date'>31</var>, <var data-var='time'>12:26</var> EDT Resolved - We have been given the all clear. This issue is resolved. Mar <var data-var='date'>30</var>, <var data-var='time'>14:31</var> EDT Investigating - We are aware of an issue with the HYLA integration causing errors with multiple clients. Our Incident Management Team has engaged HYLA to investigate.

Hyla Integration Errors

Mar <var data-var='date'>10</var>, <var data-var='time'>11:33</var> EDT Resolved - We have been informed by Telus that the root cause was identified - a code change was prematurely deployed to production on Monday morning. This change will be rolled back on Thursday at 8:00 AM ET. Mar <var data-var='date'> 9</var>, <var data-var='time'>13:52</var> EDT Monitoring - The IM team has investigated and found that the issue appears to be on Telus' end. We have reached out to them and are awaiting their response. We will update you when we have additional information. Mar <var data-var='date'> 9</var>, <var data-var='time'>13:19</var> EDT Investigating - We are aware of an issue with Telus/Koodo Carrier Integration causing issues with multiple clients. Our Incident Management Team is currently investigating. More updates to follow.

Telus/Koodo Integration

Mar <var data-var='date'>10</var>, <var data-var='time'>10:34</var> EDT Resolved - This incident has been resolved. Mar <var data-var='date'> 9</var>, <var data-var='time'>17:46</var> EDT Monitoring - Service updates have been completed and login access has been resolved. Mar <var data-var='date'> 9</var>, <var data-var='time'>17:30</var> EDT Investigating - We are actively investigating login errors when attempting to use the release candidate environment. This does not impact production sales or service.

Release Canidate login failures

Feb <var data-var='date'> 7</var>, <var data-var='time'>14:32</var> EST Resolved - This incident has been resolved. Feb <var data-var='date'> 7</var>, <var data-var='time'>14:13</var> EST Monitoring - Our teams believe the issue is now resolved, however we are monitoring before calling an all clear. Feb <var data-var='date'> 7</var>, <var data-var='time'>12:37</var> EST Update - Our team deployed a mitigation step but it did not resolve the issue and we are continuing to investigate. Feb <var data-var='date'> 7</var>, <var data-var='time'>10:57</var> EST Identified - The RQmobile login issues are being caused by degradation in the Microsoft WestUS region. We're actively investigating mitigation options. Feb <var data-var='date'> 7</var>, <var data-var='time'>10:21</var> EST Investigating - Our team's are aware of the issue with RQmobile login's and are working to identify the cause.

RQmobile Login Issues

Feb <var data-var='date'> 3</var>, <var data-var='time'>18:15</var> EST Resolved - We have been given the all clear on this issue. Support Chat should now be performing normally. If you are still experiencing issues please let us know via support@iqmetrix.com Feb <var data-var='date'> 3</var>, <var data-var='time'>17:40</var> EST Update - Messaging functionality within Support and Community remains unavailable due to an ongoing issue with Salesforce who is currently working to resolve this. We are monitoring and will provide updates as they become available to us. Please continue to direct all Support inquiries to support@iqmetrix.com Feb <var data-var='date'> 3</var>, <var data-var='time'>16:58</var> EST Update - Messaging functionality within Support and Community is unavailable due to current ongoing Status issues with Salesforce. We are monitoring and will provide an update as soon as service is restored. Please continue to direct all Support inquiries to support@iqmetrix.com Feb <var data-var='date'> 3</var>, <var data-var='time'>14:44</var> EST Identified - Currently Messaging functionality within Support and Community is unavailable. This is due to current ongoing Status issues with Salesforce. We are monitoring and will provide an update as soon as service is restored. Until that time, please direct all Support inquiries to support@iqmetrix.com Feb <var data-var='date'> 3</var>, <var data-var='time'>14:40</var> EST Investigating - We are currently investigating the Support Chat feature not working

Support Chat not available

Feb <var data-var='date'> 3</var>, <var data-var='time'>14:28</var> EST Resolved - This incident has been resolved. Feb <var data-var='date'> 3</var>, <var data-var='time'>14:26</var> EST Update - We are now calling the all clear. This incident is now resolved. If you have any lingering issues please reach out to our Support Team. Feb <var data-var='date'> 3</var>, <var data-var='time'>14:22</var> EST Investigating - We are currently investigating an issue that is causing errors and latency with multiple services including Carrier Integration

Errors and Latency with Multiple Services

Dec <var data-var='date'>13</var>, <var data-var='time'>16:13</var> EST Resolved - We are now calling the all clear. This incident is now resolved. If you have any lingering issues please reach out to our Support Team. Dec <var data-var='date'>13</var>, <var data-var='time'>16:01</var> EST Monitoring - Errors are mostly mitigated at this point. We are still seeing some lingering timeouts so we will continue to monitor. However, Clients are reporting successes. More updates to follow. Dec <var data-var='date'>13</var>, <var data-var='time'>15:30</var> EST Update - Our Team is still currently working on implementing multiple mitigation options in parallel to resolve the issue. More updates to follow. Dec <var data-var='date'>13</var>, <var data-var='time'>15:07</var> EST Update - We have identified that this would only be impacting those on RQ mobile iQ Pay. Our team is continuing to investigate and implement additional mitigation procedures. More updates to follow. Dec <var data-var='date'>13</var>, <var data-var='time'>14:35</var> EST Update - Mitigation steps did not change telemetry on errors. Our team is implementing additional measures. More updates to follow. Dec <var data-var='date'>13</var>, <var data-var='time'>14:22</var> EST Identified - Our team has identified the issue and is implementing mitigation steps to resolve the issue. More updates to follow, Dec <var data-var='date'>13</var>, <var data-var='time'>14:12</var> EST Investigating - We are receiving reports of RQmobile errors that may be impacting invoicing. Our Incident Management Team has been engaged and are currently investigating the issue. More updates to follow.

RQmobile Errors impacting transactions

Dec <var data-var='date'> 3</var>, <var data-var='time'>19:43</var> EST Resolved - Our Incident Management team has given the all clear. Service should now be performing normally. If you are still experiencing issues please engage our Support Team. Dec <var data-var='date'> 3</var>, <var data-var='time'>19:26</var> EST Update - We have also had reports of impacts to RQ Login/Invoicing. Our Team is currently engaged in implementing mitigations steps. More updates to follow. Dec <var data-var='date'> 3</var>, <var data-var='time'>19:21</var> EST Investigating - We are aware of an issues with Carrier Integration causing issues with multiple clients. Our Incident Management Team is currently investigating and implementing mitigation steps. More updates to follow.

Service Disruption impacting multiple RQ Services

Dec <var data-var='date'> 3</var>, <var data-var='time'>18:57</var> EST Resolved - We have been given the all clear. The issue is resolved. Dec <var data-var='date'> 3</var>, <var data-var='time'>18:18</var> EST Identified - Our team is still seeing increased errors across multiple products. They are working to implement mitigation steps. More updates to follow. Dec <var data-var='date'> 3</var>, <var data-var='time'>18:04</var> EST Investigating - We are currently investigating increased errors across multiple products.

Increased Error rates across Multiple Products

Dec <var data-var='date'> 2</var>, <var data-var='time'>18:34</var> EST Resolved - We have been given the all clear. The issue is resolved. Dec <var data-var='date'> 2</var>, <var data-var='time'>18:08</var> EST Identified - The issue has been identified and we are seeing improvement as our team continues to work towards a resolution. Dec <var data-var='date'> 2</var>, <var data-var='time'>17:42</var> EST Update - Our team is still seeing increased latency and errors across multiple products. They are working to implement mitigation steps. More updates to follow. Dec <var data-var='date'> 2</var>, <var data-var='time'>17:27</var> EST Investigating - We are currently investigating increased latency and errors across multiple products.

Errors and Latency across multiple products

Nov <var data-var='date'>28</var>, <var data-var='time'>17:09</var> EST Resolved - Telemetry looks good and error rates have subsided. We are giving the All Clear. If you have any additional lingering issues. Please reach out to Support to have it triaged appropriately. Nov <var data-var='date'>28</var>, <var data-var='time'>16:40</var> EST Monitoring - Our Team has implemented additional mitigation steps and are seeing improvements. We are moving this back to a monitoring state. More updates to follow. Nov <var data-var='date'>28</var>, <var data-var='time'>16:34</var> EST Identified - Our team is still seeing issues in our alerting. They are working to implement additional mitigation steps. More updates to follow. Nov <var data-var='date'>28</var>, <var data-var='time'>16:30</var> EST Monitoring - Our team has implemented mitigation procedures and we are seeing a positive trend in our telemetry. We are currently in a monitoring state. More updates to follow. Nov <var data-var='date'>28</var>, <var data-var='time'>16:21</var> EST Investigating - We are currently seeing an increase in error rates from Carrier Integration, which could be resulting in slowness in RQ. Our Team is currently investigating. More Updates to follow.

Increase Error Rates for Carrier Integration

Nov <var data-var='date'>24</var>, <var data-var='time'>21:36</var> EST Resolved - Verizon has shared with us that they resolved the issue. Please ensure that you have cleared cache and cookies in the browser you use for Omni. If you encounter any additional issues, please contact our support team to investigate further. Nov <var data-var='date'>24</var>, <var data-var='time'>19:36</var> EST Identified - Verizon is aware of issues with Activation and Trade-in service requests. We have engaged Verizon and will work with them until it is resolved.

11/24/2025- Verizon Service Interruption

Nov <var data-var='date'>20</var>, <var data-var='time'>18:57</var> EST Resolved - This issue is now resolved. If you are experiencing any further issues related to this, please reach out to our support team at support@iqmetrix.com. Nov <var data-var='date'>20</var>, <var data-var='time'>18:26</var> EST Monitoring - Our team is currently monitoring the situation. We will remain in this state until we have confirmation from the team that the issue is resolved. More updates to follow. Nov <var data-var='date'>20</var>, <var data-var='time'>17:45</var> EST Update - We are continuing to monitor the situation and attempting to implement mitigation procedures. More updates to follow. Nov <var data-var='date'>20</var>, <var data-var='time'>17:31</var> EST Identified - We are receiving client reports of issues with Latency and Logging in to both RQmobile and Desktop. Our Incident Management team is aware of the issue and is actively investigating and working towards a resolution. More updates to follow.

11/20/2025 Latency/Launching Issues

Oct <var data-var='date'>30</var>, <var data-var='time'>10:15</var> EDT Resolved - Azure is reporting this incident is now resolved. Any further issues please put a new support request in to our team. Oct <var data-var='date'>29</var>, <var data-var='time'>16:27</var> EDT Monitoring - Some clients are still experiencing login issues, we will continue monitoring however this will not be fully resolved until Azure corrects the problem from their end.

RQ Auth/Login Issues

Oct <var data-var='date'>29</var>, <var data-var='time'>15:52</var> EDT Resolved - This incident has been resolved. Oct <var data-var='date'>29</var>, <var data-var='time'>15:21</var> EDT Update - We are seeing successful logins at this time, but this is happening through a workaround of the current Azure Outage. You may still receive errors within RQ or experience strange behavior as that outage is still ongoing and may effect RQ services. Oct <var data-var='date'>29</var>, <var data-var='time'>14:30</var> EDT Monitoring - Our Incident Management team has finished implementing mitigation efforts and we are seeing successes. This work around bypasses Azure, so users may see some unexpected behavior on logouts. More updates to follow as we continue to monitor. Oct <var data-var='date'>29</var>, <var data-var='time'>13:47</var> EDT Update - Our team is still implementing mitigation steps to bypass Azure so we can attempt to restore some functionality. More updates to follow. Oct <var data-var='date'>29</var>, <var data-var='time'>12:59</var> EDT Update - The team is working to implement mitigation procedures that would circumvent Azure. Currently they are working on implementing this as a fix to see if we can restore service. More updates to follow. Oct <var data-var='date'>29</var>, <var data-var='time'>12:48</var> EDT Update - We are continuing to monitor the situation and attempting to implement mitigation procedures to possibly alleviate some of the Auth issues being experienced due to the Azure disruption. More updates to follow. Oct <var data-var='date'>29</var>, <var data-var='time'>12:29</var> EDT Identified - We have confirmed that Azure is investigating an issue related to their services. More information to follow as we receive it Oct <var data-var='date'>29</var>, <var data-var='time'>12:24</var> EDT Update - Our Incident Management Team has confirmed that this incident is related to a larger issue impacting Azure Services and not related to specific RQ services. Our team is continuing to monitor and gather additional information. Some clients have reported that if users were already logged in they were not impacted, so it is advised that if a user is logged in to remain that way to avoid losing access. More updates to follow. Oct <var data-var='date'>29</var>, <var data-var='time'>12:15</var> EDT Investigating - We are receiving client reports of issues with Auth and logging into the RQ Platform. Our Incident Management team is aware of the issue and is actively investigating and working towards a resolution. More updates to follow.

Sep <var data-var='date'>19</var>, <var data-var='time'>17:52</var> EDT Resolved - The issue is now resolved. We are reporting all clear from all impacted clients. Sep <var data-var='date'>19</var>, <var data-var='time'>17:13</var> EDT Update - Our team is still currently investigating the issue. We have implemented mitigation steps and have seen improvement. More updates to follow. Sep <var data-var='date'>19</var>, <var data-var='time'>16:41</var> EDT Investigating - We are receiving reports of Latency in RQ and RQmobile. Our team is currently investigating and implementing mitigation steps. More updates to follow.

RQ/RQMobile Latency Issues

Sep <var data-var='date'> 4</var>, <var data-var='time'>10:02</var> EDT Resolved - The EPin provider has relayed to our team that this is resolved. We are giving the all clear on this issue. If there are any additional problems, please create a Support request with our team outlining the issue. Sep <var data-var='date'> 3</var>, <var data-var='time'>20:44</var> EDT Update - Our teams have reached out to the EPIN provider for more details and are awaiting a response. Sep <var data-var='date'> 3</var>, <var data-var='time'>20:23</var> EDT Investigating - Our teams have been alerted of an error with E-Pins and are actively investigating.

E-PIN Server Issues

Aug <var data-var='date'>19</var>, <var data-var='time'>15:43</var> EDT Resolved - This incident is now resolved. The issue looks to be on Phobio's end. We are receiving reports of successes from impacted Clients. If you are still experiencing issues please reach out to our Support Team to investigate further. Aug <var data-var='date'>19</var>, <var data-var='time'>14:54</var> EDT Update - Our team has not identified an issue on our end. Our Incident Management Team is reaching out to Phobio to investigate further. More updates to follow. Aug <var data-var='date'>19</var>, <var data-var='time'>14:42</var> EDT Investigating - We are currently seeing an issue with Phobio trades freezing the Trade in window while processing. This is only impacting Phobio trades. All other trades are functioning properly. Our Incident Management Team is currently investigating. More updates will follow.

Phobio Trade in Freezing

Jul <var data-var='date'>29</var>, <var data-var='time'>10:17</var> EDT Resolved - This incident has been resolved. Jul <var data-var='date'>29</var>, <var data-var='time'>10:15</var> EDT Monitoring - A fix has been implemented and we are monitoring the results. Jul <var data-var='date'>29</var>, <var data-var='time'>10:12</var> EDT Update - We are continuing to work on a fix for this issue. Jul <var data-var='date'>29</var>, <var data-var='time'>10:11</var> EDT Identified - The issue has been identified and a fix is being implemented.

Carrier Integration Issue

Jul <var data-var='date'>11</var>, <var data-var='time'>10:49</var> EDT Resolved - This incident has been resolved. Our Incident Management team has seen successful calls to Dropship at this time. If any issues still remain, please reach out to our Support Team to investigate individually. Jul <var data-var='date'>10</var>, <var data-var='time'>15:52</var> EDT Identified - Our team is standing up a Service related to Dropship Address Verification. The change cannot be deployed until after business hours so Dropship will be down for the remainder of the day. We will update this incident when the change has been implemented. Jul <var data-var='date'>10</var>, <var data-var='time'>15:01</var> EDT Update - We are continuing to monitor for any further issues. Jul <var data-var='date'>10</var>, <var data-var='time'>14:59</var> EDT Monitoring - Our team is standing up a Service related to Dropship Address Verification. The change cannot be deployed until after business hours so Dropship will be down for the remainder of the day. We will update this incident when the change has been implemented.

Dropship Ship to Home

Jul <var data-var='date'> 9</var>, <var data-var='time'>10:33</var> EDT Resolved - This incident has been resolved. Our Incident Management has called all clear. If any issues still remain, please reach out to our Support Team to investigate individually. Jul <var data-var='date'> 9</var>, <var data-var='time'>09:32</var> EDT Monitoring - We are seeing successes on telemetry and services are improving. Our team is continuing to implement mitigation procedures and are currently monitoring the situation. More updates to follow. Jul <var data-var='date'> 9</var>, <var data-var='time'>09:24</var> EDT Update - Our team is still engaged investigating the issue. Our Incident Management team is currently implementing mitigation efforts on the impacted services. More updates to follow. Jul <var data-var='date'> 9</var>, <var data-var='time'>09:07</var> EDT Investigating - We have reports of widespread issues with RQ and RQmobile. Primary impact is logins but we are seeing other services impacted. Our Incident Management team is engaged and currently investigating. More updates to follow.

Is iQmetrix down?

iQmetrix status is UP

Lastest published events

Major Disruption impacting multiple Services

iQ Metrix Support Routing Issue

RQ Desktop Installer Unavailable

iQmetrix Services, Components and Regions

Recent iQmetrix events

Major Disruption impacting multiple Services

iQ Metrix Support Routing Issue

RQ Desktop Installer Unavailable

Verizon ISPU Pick and Pack Issues

Hyla Integration Errors

Telus/Koodo Integration