WhatsApp Template Management API (BETA) and WhatsApp Hosted ES flows ongoing degradation

Incident Report for Vonage API Status

Postmortem

Date/Time Impacted

Feb 12, 2025 03:00 UTC - Feb 22, 2025 10:24 UTC

Services Impacted

Template management API
WhatsApp Number Registration via Embedded Signup Flow

Summary

Customers experienced timeout issues with our WhatsApp Template Management API since 03:00 UTC on February 12th, 2025. Additionally, this issue intermittently affected the WhatsApp Number Registration endpoint, impacting the onboarding process via the WhatsApp Embedded Signup flow.

Root Cause

Meta implemented a change on their platform that introduced additional privacy checks on requests reaching their platform. However, the change inadvertently caused requests to experience an increase in processing time, causing timeouts. The timeouts resulted in failed Template Management API calls and intermittent errors on Embedded Signup flows.

Restoration Actions

Meta reverted the changes that caused the higher latency.

Next Steps

Meta is actively working on implementing an optimized solution to improve the privacy check mechanism, which will further reduce latency and enhance overall performance.
We are implementing enhanced alerting to improve our ability to track similar Meta latency increases and client request timeouts.
Vonage is working with Meta to ensure enhanced communication and visibility on any unscheduled maintenance events or changes.

Posted Feb 26, 2025 - 14:36 UTC

Resolved

This incident has been resolved.

Posted Feb 22, 2025 - 13:41 UTC

Monitoring

A fix has been implemented and we are monitoring the results.

Posted Feb 22, 2025 - 12:01 UTC

Update

We are still collaborating with Meta to resolve this issue.
Please note that, in addition, this issue is also intermittently affecting the WhatsApp Number Registration endpoint, which is impacting the onboarding process via WhatsApp Embedded Signup flow.

Posted Feb 21, 2025 - 12:51 UTC

Update

We are continuing to work with Meta on a fix for this issue. Customers may experience timeouts while using WhatsApp Template Management API (BETA) while this issue is still ongoing.

Posted Feb 20, 2025 - 16:06 UTC

Update

This is an update that we are still working with our partner to resolve this issue, customers may experience timeouts while using WhatsApp Template Management API (BETA) while this issue is still ongoing.

Posted Feb 19, 2025 - 02:48 UTC

Update

Sorry for the delay in resolving this. We are working hard with our partner to resolve this and will update you as soon as we do.

You may experience timeouts while using the WhatsApp Template Management API (BETA) while this issue is still ongoing.

Posted Feb 14, 2025 - 12:10 UTC

Update

We are continuing to work on a fix for this issue.

Posted Feb 13, 2025 - 17:43 UTC

Identified

Upon further investigation, this is only affecting our WhatsApp Template Management API (BETA) and we are working with our partner to resolve the issue.

We will update this status as soon as we have more information on this issue.

Posted Feb 13, 2025 - 17:31 UTC

Investigating

Customers are currently experiencing problems with our WhatsApp Template Management API and we are working with our partner to resolve the issue.

You may experience timeouts while using the API.

We will update this status as soon as we have more information on this issue.

Posted Feb 13, 2025 - 16:45 UTC

This incident affected: Global Connectivity (Whatsapp Connectivity).