Customer Service

CM.com Status Page

We continuously monitor the status of our platform as well as external services we are using. If there are any interruptions in service, a note will be posted here.

For more information or any questions, please contact our Customer Service

Current information on Service Availability

Service Update: Delayed Payout of Visa Transactions
Identified - Over the past weekend, Visa reported an incident affecting one of their services, which has caused a delay in the payout of Visa transactions processed during this period.

Current status: We expect to process the affected Visa payouts with a one-day delay, starting Tuesday.

We are in continuous contact with Visa to have this incident resolved as quickly as possible, and will update this page as soon as new information becomes available.

We apologize for any inconvenience this may cause.
Jul 27, 2026 - 09:11 CEST
Service Notice: Meta Integration Update
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 23, 2026 - 09:30 CEST
Scheduled - Due to an unannounced change to Meta's platform interface, CM.com has been required to re-engineer parts of our Meta integration. As a result, creating, adding, or reconfiguring Instagram pages is temporarily unavailable.
Existing Instagram channels are not affected and continue to operate normally.
New customer onboarding is currently on hold. Please contact your Account Manager or our support team for assistance in the meantime.
We are actively working to resolve this and will update this page once functionality has been restored
Jul 23, 2026 09:30 - Aug 31, 2026 23:30 CEST

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Messaging Under Maintenance
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External Services Degraded Performance
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Payment method: Visa Degraded Performance
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Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance

Scheduled Maintenance

Scheduled Maintenance - Native Voice & Audio Files Jul 31, 2026 05:00-07:00 CEST

In a continuous effort to improve our service and quality, we will carry out scheduled maintenance on certain Voice features on Friday July 31st between 05:00 and 07:00 (CEST).

During this maintenance window the following Voice features will be affected briefly:

- Native Voice in MSC will be unavailable.
- Recording Prompts in FlowBuilder will be unavailable.
- Audio files being uploaded for Voice API (Notification, OTP, DTMF), Campaigns & FlowBuilder usage will be delayed.

TTS features will be unaffected.
SIP Trunking will be unaffected.

We apologize for any inconvenience and thank you for your patience.

Best regards,
CM Voice Team
Posted on Jul 16, 2026 - 15:46 CEST
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Jul 28, 2026

No incidents reported today.

Jul 27, 2026
Agent Inbox - Delay in processing tasks
Resolved - This incident has been resolved.
Jul 27, 16:14 CEST
Monitoring - A fix has been implemented and tasks are currently being processed without delays.
We continue to monitor the results.
Jul 27, 15:27 CEST
Identified - The issue has been identified and a fix is being implemented.
Jul 27, 14:45 CEST
Investigating - We are currently investigating an issue causing delay in processing tasks for the Agent Inbox
Jul 27, 14:04 CEST
Jul 26, 2026

No incidents reported.

Jul 25, 2026

No incidents reported.

Jul 24, 2026

No incidents reported.

Jul 23, 2026
Scheduled Maintenance – Email & Campaigns
Completed - The scheduled maintenance has been completed.
Jul 23, 23:21 CEST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 23, 19:00 CEST
Scheduled - We have scheduled maintenance on Thursday, July 23rd, 2026 from 7:00 PM to 2:00 AM CEST.

During this window, the following will be affected:
• Address book functionality will be unavailable during the maintenance window.
• Sending and scheduling of emails and campaigns will not be possible during the maintenance window.
• Some accounts may still be able to send emails during the first couple of hours of the window, though this cannot be guaranteed for all accounts.

After maintenance completes, queued emails will be automatically retried — please expect possible delivery delays or send failures. Campaigns scheduled during this window will not be automatically resent.

We recommend completing all email and campaign sends/scheduling before 7:00 PM CEST on July 23rd. We’re carrying out this maintenance to improve the reliability and performance of our platform. We apologize for any inconvenience and thank you for your patience.
Jul 1, 13:55 CEST
Jul 22, 2026

No incidents reported.

Jul 21, 2026

No incidents reported.

Jul 20, 2026

No incidents reported.

Jul 19, 2026

No incidents reported.

Jul 18, 2026

No incidents reported.

Jul 17, 2026
Operator Service Interruption - DE - 1&1 - 26223
Resolved - This incident has been resolved.
Jul 17, 11:18 CEST
Investigating - DE - 1&1 - 26223 is experiencing an issue on their platform which affects MT/MO SMS traffic and Status Reports. The operator is investigating the issue.
Traffic is queueing and will be delivered when it is resolved.
Jul 17, 10:49 CEST
Jul 16, 2026
Mobile Service Cloud - Analytics portal out of date
Resolved - This incident has been resolved.
Jul 16, 08:04 CEST
Identified - Due to import failures, the Mobile Service Cloud data has not been refreshed today, meaning it will only show data up to the day before yesterday. The problem should be resolved around 07:00 UTC tomorrow
Jul 14, 13:18 CEST
Jul 15, 2026

No incidents reported.

Jul 14, 2026
Mobile Service Cloud - Issues answering native voice calls
Resolved - What happened
Today, some of our services experienced disruption following a release in which credentials for our Realtime service could not be read correctly during task processing. This had the potential to impact various parts of the platform, with the most significant effect on Native Voice Calls, which remained stuck in the queue and were not offered to available agents. Additionally, AI suggestions were not plotted in real time.

By 09:39, the issue had been fully resolved and all services were restored to normal.

What we are doing to prevent this in the future
This issue was introduced by a hotfix that bypassed our standard test pipeline. Going forward, we will run core regression tests before any hotfix is released to production, ensuring issues like this are caught early. In addition, we are adding monitoring and alerting to detect this type of disruption earlier and respond more quickly.

Closing
Our apologies for the inconvenience caused. We will work diligently to prevent this from happening again.
Jul 14, 10:47 CEST
Monitoring - A fix has been implemented and we are monitoring the results.
Jul 14, 09:39 CEST
Identified - The issue has been identified and a fix is being implemented.
Jul 14, 09:20 CEST
Investigating - We are currently investigating this issue.
Jul 14, 08:53 CEST
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