Major incident

Mews: Some customers are experiencing an issue where their guests are unable to check in via Kiosk v4.51

Current status of Mews: Operational — live Mews status

Timeline

1. Jun 2, 2026, 11:38 UTC
   investigating
   We are currently investigating reports of an issue affecting Mews Kiosk with error message "Invalid AccountId Error". The Mews team is actively working to identify the cause, and we will provide updates as soon as possible.
2. Jun 2, 2026, 12:11 UTC
   identified
   Some customers running the latest Kiosk v4.51 are impacted, particularly those who have 100+ active reservations. The team is working on the fix that will be available shortly.
3. Jun 2, 2026, 15:32 UTC
   resolved
   The issue has been resolved and Kiosk operations have been fully restored.
4. Jun 18, 2026, 14:10 UTC
   postmortem
   **Problem** On Tue, 02 Jun 2026, guests at some properties using Mews Kiosk v4.51.0 were unable to complete check-in. The issue affected properties with a high number of arrivals on the same day, causing an error during the check-in process. Approximately 29 properties were impacted. ### Action Our team identified the issue and began working on a fix immediately. A backend change was deployed to production on Tue, 02 Jun 2026 15:07:00 UTC, restoring check-in functionality for all affected properties. In parallel, an updated version of the Kiosk app was prepared and submitted to app stores. The Android version became available the same afternoon, and the iOS version followed later that evening. The issue was fully resolved and confirmed working by affected customers by Tue, 02 Jun 2026 15:27:34 UTC. ### Causes The Kiosk v4.51.0 was over-fetching data, requesting data for all active customers at a property instead of only the customers relevant to the reservation being checked in. This caused the request to exceed an API limit when a property had more than 100 customers arriving on the same day, resulting in an error that blocked the check-in process. ### Solutions * A backend fix was deployed to increase the API limit, immediately restoring check-in functionality for all affected properties. * A new Kiosk app version \(4.51.1\) was released that corrects the data request to only fetch information relevant to the matched reservation, resolving the root cause. * Follow-up improvements to our deployment pipeline, testing strategy, and documentation have been identified and are being implemented to reduce the likelihood of similar issues in the future.

Updates as published by Mews (original).