Critical incident

Punchh: Punchh Platform Outage

Affected: Punchh API, Campaigns, Management Dashboard

Current status of Punchh: Operational — live Punchh status

Timeline

1. Sep 25, 2026, 12:04 UTC
   investigating
   We regret to inform you that our platform is currently experiencing an outage. Our technical teams are actively working to resolve the issue as quickly as possible. • Inability to access the Punchh Dashboard • Disruption in service functionalities • Potential delays in data processing and reporting (Including Data Pipeline/DataShare, webhooks, CDP, and Data Exports) • Inability to access data/reporting via the Punchh Dashboard • Punchh Platform Functions API Error Responses
2. Sep 25, 2026, 12:37 UTC
   monitoring
   A fix has been implemented and we are monitoring the results.
3. Sep 25, 2026, 13:56 UTC
   resolved
   This incident has been resolved. Between approximately 5:10 AM and 7:50 AM CT (10:10 to 12:50 UTC) on September 25, the Punchh platform experienced elevated response times and intermittent errors. During this period, guests and in-store systems may have seen slow or failed loyalty requests, including check-ins and reward redemptions, and the Punchh Dashboard may have been slow or unavailable. The cause was a large scheduled background process that placed unexpected load on a database, which slowed every request depending on that database. The process was stopped at 7:33 AM CT and normal performance was restored shortly after. We are completing a full root cause analysis and putting safeguards in place to prevent a recurrence.

Updates as published by Punchh (original).