Critical incident

Voyado: [Engage] Voyado Engage unreachable

Affected: Web Application

Current status of Voyado: Operational — live Voyado status

Timeline

1. Oct 7, 2026, 12:39 UTC
   identified
   The issue has been identified and a fix is being implemented.
2. Oct 7, 2026, 12:57 UTC
   identified
   A fix has been implemented, and deployment is in progress.
3. Oct 7, 2026, 13:33 UTC
   monitoring
   A fix has been implemented and we are monitoring the results.
4. Oct 7, 2026, 14:26 UTC
   resolved
   This incident has been resolved.
5. Oct 9, 2026, 12:18 UTC
   postmortem
   **Date:** October 7, 2026 **Duration:** 14:13–15:32 CEST \(approximately 1 hour and 20 minutes\) **Affected service:** Engage Web Application ### Summary On October 7, 2026, between approximately 14:13 and 15:32 CEST, the Voyado Engage web application was unavailable to customers. During this period, users were unable to log in or access the web application. Our team identified the cause and restored service at 15:32 CEST. Following a period of monitoring, the incident was confirmed as resolved. ### Customer impact The incident affected access to the Engage web application for nearly all production environments. Users attempting to access the application experienced continuous loading, preventing them from logging in or using the interface. The partner portal remained accessible, and no data was lost during the incident. ### Root cause The incident was caused by a software update that introduced an issue with how the web application handles security tokens used during user sessions. ### Mitigation Once the issue was identified, our development team initiated a new deployment that removed the problematic change. In parallel, we restored a previously working version of the affected application components to accelerate recovery. This allowed functionality to return progressively while the updated deployment was completed. Full access was confirmed restored at approximately 15:32 CEST. ### Next steps To reduce the risk of similar incidents and improve our ability to recover quickly, we are focusing on the following improvements: * **Faster recovery:** Improve our deployment processes to enable quicker rollbacks to previously working application versions. * **Improved monitoring:** Introduce automated checks for login and application loading to help detect issues before customers are affected. * **Enhanced testing:** Strengthen testing procedures to better cover differences between production and testing environments. We sincerely apologize for the disruption this caused and appreciate your patience while we worked to restore the service.

Updates as published by Voyado (original).