Major incident

Caseys: Casey's | Elevated response times across POS, Mobile, and Punchh APIs

Affected: Punchh API, Management Dashboard, POS API

Current status of Caseys: Operational — live Caseys status

Timeline

1. Aug 5, 2026, 23:17 UTC
   investigating
   Customer Impact: Slower than normal responses across Punchh APIs, which may result in: - Delayed loading in the mobile app when navigating between pages - Delayed responses when managing loyalty profile or rewards online - Slow loyalty responses at the POS, including check-ins, redemptions, and guest lookups - Slow responses from Punchh Platform Functions API - In some cases, requests may time out We apologize for any inconvenience and appreciate your patience. We will provide regular updates as we make progress.
2. Aug 5, 2026, 23:27 UTC
   investigating
   We are currently experiencing elevated response times in our APIs, resulting in degraded performance that may impact your experience. Our team is actively working to identify and resolve the issue as quickly as possible. Customer Impact: Slower than normal responses across Punchh APIs, which may result in: - Delayed loading in the mobile app when navigating between pages - Delayed responses when managing loyalty profile or rewards online - Slow loyalty responses at the POS, including check-ins, redemptions, and guest lookups - Slow responses from Punchh Platform Functions API - In some cases, requests may time out We apologize for any inconvenience this may cause and appreciate your patience. We will provide regular updates as we make progress. Thank you for your understanding and continued support.
3. Aug 5, 2026, 23:51 UTC
   monitoring
   A fix has been implemented and we are monitoring the results.
4. Aug 6, 2026, 00:00 UTC
   identified
   We have identified the cause of the elevated response times and applied a mitigation. API response times have returned to normal levels and all affected services are operating normally. The degradation was caused by an unusually high volume of concurrent database sessions generated by background campaign processing, which exceeded the capacity available to serve incoming API requests. We have reduced that background processing load, and performance recovered shortly after. We are continuing to monitor closely to confirm stability. A full root cause review is underway, and we will follow up with additional detail. We apologize for the disruption and appreciate your patience.
5. Aug 6, 2026, 00:01 UTC
   monitoring
   We have identified the cause of the elevated response times and applied a mitigation. API response times have returned to normal levels and all affected services are operating normally. The degradation was caused by an unusually high volume of concurrent database sessions generated by background campaign processing, which exceeded the capacity available to serve incoming API requests. We have reduced that background processing load, and performance recovered shortly after. We are continuing to monitor closely to confirm stability. A full root cause review is underway, and we will follow up with additional detail. We apologize for the disruption and appreciate your patience.
6. Aug 6, 2026, 00:36 UTC
   resolved
   API response times have returned to normal and have remained stable. All affected services are operating normally, and this incident is now resolved. The degradation was caused by an unusually high volume of concurrent database sessions generated by background campaign processing, which exceeded the capacity available to serve incoming API requests. We reduced that background processing load and performance recovered. A full root cause review is underway. We apologize for the disruption and appreciate your patience.

Updates as published by Caseys (original).