Major incident

GoTo: GoTo Customer Engagement - Whatsapp campaign issues

Affected: Customer Engagement

Current status of GoTo: Operational — live GoTo status

Timeline

1. Aug 4, 2026, 18:11 UTC
   identified
   Our team is working on an issue regarding WhatsApp campaigns. Until this is resolved, we have temporarily disabled the following features and added an in-app notification for the affected customers. - Customers cannot send campaigns or initiate outbound conversations - Customers cannot onboard new WhatsApp numbers SMS campaigns are unaffected by this and remain functional. We are working with Meta to resolve this situation and will post an update as soon as possible.
2. Aug 7, 2026, 19:44 UTC
   identified
   We are still fully engaged in the incident's resolution and are escalating the matter with Meta on all means available. We will post another update as soon as the situation progresses.
3. Aug 13, 2026, 17:48 UTC
   identified
   Our engineers have made progress on the escalation with Meta and we are working to re-enable the Whatsapp 1-to-1 template features for all affected customers. WhatsApp campaigns are being addressed separately and remain unavailable for now. We will update this page as soon as we have a restoration estimate for this feature.
4. Aug 14, 2026, 15:11 UTC
   monitoring
   Following the re-enablement of 1-to-1 templates yesterday, our engineers have re-enabled WhatAapp campaigns for all affected customers. A reload of the GoTo App will be necessary to access this feature again.
5. Aug 14, 2026, 16:09 UTC
   resolved
   We have confirmed that the issue has been resolved and that all systems are 100% operational. We will conduct an internal review of this issue and make appropriate improvements to our system to help prevent or minimize future recurrence.

Updates as published by GoTo (original).