# Sinch: Service Degradation - Customer Dashboard and Account Balance

- Provider: [Sinch](https://outages.cc/sinch.md)
- Type: Incident
- State: Resolved
- Worst impact: Partial outage
- Started: 2026-10-26 13:33 UTC
- Resolved: 2026-10-26 16:05 UTC (lasted 2 h 32 min)
- Components: Payment, SMS - APAC, SMS Administration, SMS - EMEA, Numbers Administration, SMS - LATAM, Analytics, SMS - CA - ShortCode, Customer Support, SMS - CA - Toll Free, 2FA, US Campaigns, SMS - US - ShortCode, Login/Sign up, SMS - US - Toll Free, SMS - US - 10DLC, Dashboard.sinch.com - Payment, Dashboard.sinch.com - SMS Administration, Dashboard.sinch.com - Numbers Administration, Dashboard.sinch.com - Analytics, Dashboard.sinch.com - Customer Support, Dashboard.sinch.com - 2FA, Dashboard.sinch.com - US Campaigns, Dashboard.sinch.com - Login/Sign up, External Connectivity - SMS - APAC, External Connectivity - SMS - EMEA, External Connectivity - SMS - LATAM, External Connectivity - SMS - CA - ShortCode, External Connectivity - SMS - CA - Toll Free, External Connectivity - SMS - US - ShortCode, External Connectivity - SMS - US - Toll Free, External Connectivity - SMS - US - 10DLC
- Official update: https://stspg.io/wtq29smkg35m

## Updates from Sinch

### resolved, 2026-10-26 16:05 UTC

At 2026-10-26 12:58, UTC a planned change caused unforeseen issues affecting the Sinch customer dashboard and our balance calculations. Our engineering teams immediately investigated the issue. Once identified, the change was successfully rolled back and functionality was restored. During the below time frame customers may have experienced issues reaching the Sinch customer dashboard, or experienced problems sending traffic over a subset of accounts due to a block caused by the balance calculation discrepancy. Incident Start Time: 2026-10-26 12:58 UTC Incident End Time: 2026-10-26 15:11 UTC For any inquiries, please contact support@sinch.com

### monitoring, 2026-10-26 15:21 UTC

A second fix has been implemented and we are seeing correct account balances and customer accounts have been unblocked. We are continuing to monitoring the results.

### identified, 2026-10-26 14:15 UTC

A fix has been implemented and we are seeing improvements for the dashboard. We are continuing to investigate the incorrect account balances.

### investigating, 2026-10-26 13:33 UTC

We are currently investigating a service outage on the customer dashboard, Dashboard.sinch.com and with our balance calculation causing a subset of customer accounts to be blocked. Start Time: 2026-10-26 12:58 UTC Impact: Clients may experience issues reaching the customer dashboard and may see an incorrect account balance. Our engineering team is working to restore full functionality as soon as possible. For any inquiries, please contact support@sinch.com.