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

Voice - Belgium - Start of blocking unregistered traffic
Investigating - Regulations in Belgium to prevent phone number spoofing require operators and aggregators to block any local Belgian traffic for entities that do not have a registration in Belgium. This means that you can only use a +32 local number if your company has a registration and business address in Belgium.

Via this message we inform you that we will reject and block any Voice calls using +32 numbers if the company profile is missing from our records. This automated blocking will become effective April 1st.
Information about how to fill on a company profile can be found here: https://knowledgecenter.cm.com/kc/anti-spoofing-belgium
Apr 01, 2025 - 09:00 CEST

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Messaging Under Maintenance
Business Messaging API ? Operational
Smpp ? Operational
SMS - High Priority Under Maintenance
SMS - Regular Under Maintenance
WhatsApp Business ? Operational
Apple Messages for Business ? Operational
RCS Business Messaging ? Operational
Facebook Messenger ? Operational
Viber ? Operational
MMS ? Operational
Messaging Apps ? Operational
Texter Operational
LINE Notifications ? Operational
Mobile Push ? Operational
Instagram Messenger ? Operational
Voice Operational
Voice Platform - The Netherlands ? Operational
Voice API's ? Operational
Voice Apps ? Operational
Ticketing Operational
Seated Ticketing Operational
General Admission ? Operational
Your Ticket Provider Operational
Global Ticket Operational
Get a Ticket Operational
Conversational AI Cloud Operational
Production Gateway Operational
Admin Portal Operational
CMS Operational
Staging Gateway Operational
Reporting API Operational
Web Conversations Operational
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Customer Data Platform ? Operational
Campaigns Operational
Pages Operational
Email Campaigns Operational
Voice Campaigns Operational
Address Book Operational
Tracedock ? Operational
Inspire Operational
Web Personalization Operational
Mobile Service Cloud Operational
Agent Inbox Operational
E-Mail ? Operational
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Scripted Chatbot Operational
Customer Data Platform / CDP Operational
Native Voice Operational
Reporting Operational
Central Services Operational
HALO ? Operational
Analytics Portal Operational
Conversational Router Operational
Online Payments Operational
Checkout Operational
CM Payments API Operational
iDEAL QR Operational
DocData PSP ? Operational
AutoCollect Operational
High Speed iDeal Gateway Operational
Payments Portal Operational
Electronic Cash Register Operational
Management Portal Operational
Electronic Cash Register Operational
In Person Payments Operational
Gateway Operational
Merchant Portal Operational
Processor Connections Operational
Verification & Sign Operational
Sign Operational
Seal Operational
iDIN Operational
IBAN Verification Operational
ID Scan Operational
OTP as a Service Operational
Mobile Identity Operational
Platform Operational
Platform Apps ? Operational
Website Operational
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API Operational
Platform CMS Operational
External Services Operational
Mobile network operators: Netherlands Operational
Mobile network operators: Belgium Operational
Mobile network operators: France Operational
Mobile network operators: Spain Operational
Mobile network operators: United States of America Operational
Mobile network operators: China Operational
Mobile network operators: Japan Operational
Mobile network operators: Singapore Operational
Mobile network operators: United Arab Emirates Operational
Mobile network operators: Kenya Operational
Mobile network operators: Germany Operational
Mobile network operators: United Kingdom Operational
Mobile network operators: South Africa Operational
Payment method: iDEAL Operational
Payment method: PayPal Operational
Payment method: Mastercard Operational
Payment method: Visa Operational
Payment method: Sofort banking Operational
Payment method: Bancontact Operational
Payments Processor connections: CCV Operational
Payments Processor connections: Omnipay Operational
Payments Processor connections: Six Operational
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Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance

Scheduled Maintenance

Voice platform - Introduction of Additional Media IP Subnets Apr 18, 2025 00:00 - May 2, 2025 00:00 CEST

As communicated back in January, we have introduced additional media IP subnets to enhance the platform's resiliency, reliability, and performance. Starting Friday April 18th we will start using IP address in these new subnets for both inbound and outbound traffic. To ensure a seamless experience, please perform the following actions IMMEDIATELY if you have IP whitelisting set up currently:

* Whitelist the following IP ranges in your firewall configuration:

** 31.169.56.0/21
** 85.119.48.0/21
** 188.94.184.0/22

* We will utilize the UDP port range 10000-65535 for media traffic.
* If you have existing IP whitelisting settings for our media IPs and do not update them with these new ranges, you might encounter disruptions in media traffic.
* If you do not have IP whitelisting set up for our media IPs and instead allow all source IPs for media, there is no change required.

We strongly urge you to make these updates immediately to avoid any disruptions to your service. We appreciate your cooperation in helping us serve you better.

If you have any questions or require further assistance, please don't hesitate to contact our support team via our support portal.

Thank you for your attention to these important updates.
Posted on Apr 17, 2025 - 16:22 CEST

Scheduled Maintenance for Campaigns Apr 28, 2025 09:00-11:00 CEST

Monday, 28th April 2025, between 09:00 and 11:00 (CET), we will perform maintenance on our Campaigns application. During this time, the application is expected to be unavailable, and no campaigns will be processed for approximately 30 minutes. Once the maintenance is complete, the application will become available again, and all campaigns will resume processing and be sent out as expected. Please note that any campaigns already scheduled will be processed after the maintenance concludes. Thank you for your understanding as we work to improve our services.
Posted on Apr 24, 2025 - 15:55 CEST

Maintenance Towards Orange France - 20801 Apr 28, 2025 20:30-22:30 CEST

Update - We will be undergoing scheduled maintenance during this time.
Apr 25, 2025 - 16:37 CEST
Scheduled - CM will perform maintenance towards Orange France, this may affect MT/MO traffic and Status Reports to Orange France. The maintenance will last from 20:30 till 22:30.
Apr 25, 2025 - 16:36 CEST
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secure.docdatapayments.com Uptime
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Apr 26, 2025

No incidents reported today.

Apr 25, 2025

No incidents reported.

Apr 24, 2025
Customer Data Platform - Maintenance
Completed - The scheduled maintenance has been completed.
Apr 24, 23:00 CEST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 24, 22:00 CEST
Scheduled - On Thursday, 24th April 2025, the CDP will undergo maintenance from 22:00 to 23:00 CET as part of our ongoing efforts to enhance system performance and reliability.

During this time:
- CDP access will be unavailable.
- Events and workflows will be paused.

No data will be lost and everything will resume as normal after the maintenance.
Apr 23, 16:34 CEST
WhatsApp Incoming Media.
Resolved - This incident has been resolved.
Apr 24, 17:05 CEST
Monitoring - The issue has been fixed and we are currently monitoring the solution.
Apr 24, 12:49 CEST
Update - We are continuing to investigate this issue.
Apr 24, 09:49 CEST
Investigating - We are currently experiencing problems with incoming media messages from WhatsApp. We are engaging with META to try and pinpoint the issue.
Apr 24, 09:44 CEST
Analytics Portal Maintenance
Completed - The scheduled maintenance has been completed.
Apr 24, 17:00 CEST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 24, 16:00 CEST
Scheduled - We would like to inform you that the Analytics Portal will undergo an important infrastructure update as part of our ongoing efforts to enhance system performance and reliability.

Update Details:
Date: Thursday, 24 April
Time: 16:00 - 17:00 UTC (GMT +2)
Expected Downtime: None

No downtime is expected during this update, and the Analytics Portal will remain fully operational throughout the process. If you have any questions or encounter any issues, please don’t hesitate to reach out to us at engage.support@cm.com. Thank you for your continued support.

Best regards,
Analytics Portal Team
Apr 22, 16:23 CEST
Apr 23, 2025

No incidents reported.

Apr 22, 2025

No incidents reported.

Apr 21, 2025
Global Ticket degradation of service
Resolved - This incident has been resolved.
Apr 21, 21:37 CEST
Monitoring - A fix has been implemented and we are monitoring the results.
Apr 21, 19:56 CEST
Investigating - We are experiencing degraded performance which is currently being investigated.
Apr 21, 19:26 CEST
Apr 20, 2025

No incidents reported.

Apr 19, 2025

No incidents reported.

Apr 18, 2025
Email Campaigns - Template updates result in empty buttons
Resolved - This incident has been resolved.
Apr 18, 10:42 CEST
Identified - We have resolved the rendering issue, and buttons now display as intended.

Please note that click tracking in Outlook is currently unavailable. Our team is actively working on a solution to restore full tracking functionality as soon as possible.
Apr 17, 14:45 CEST
Investigating - For all email campaign templates created or amended since 08:00 CEST this morning the buttons will not show text when sending out a campaign. This issue is under investigation and we are in contact with our external partner.
Apr 17, 13:02 CEST
Apr 17, 2025
Conversational AI Cloud: Admin portal functionality experiencing degraded performance
Resolved - This incident has been resolved.
Apr 17, 13:55 CEST
Monitoring - A fix has been implemented and we are monitoring the results.
Apr 17, 10:51 CEST
Identified - The issue has been identified and our engineers are working on a fix.
Apr 16, 12:03 CEST
Investigating - We've identified an issue within the Admin portal that impacts the user administration functionality. Actions such as inviting, deleting, or re-inviting users to Conversational AI Cloud are temporarily unavailable.

Our team is investigating the issue and working on a resolution. We appreciate your patience and will provide updates as soon as more information is available.
Apr 14, 17:11 CEST
Apr 16, 2025
Voice - Quality issues
Resolved - This incident has been resolved.
Apr 16, 15:46 CEST
Monitoring - A fix has been implemented and we are monitoring the results.
Apr 16, 13:17 CEST
Identified - We have implemented a temporary fix that resolved the issue. In the meantime, we are working on a permanent fix to prevent the issue from recurring.
Apr 16, 09:50 CEST
Investigating - Unfortunately the solution to the identified root cause has not yet been found and the implemented fix has not solved the entire issue. Together with our suppliers, we are looking at multiple solutions.
Apr 15, 15:47 CEST
Identified - We have identified the root cause of the issue and are implementing a fix. Multiple test calls made show no further issues.
Apr 15, 11:19 CEST
Update - We are continuing analyzing the possible root cause of the issue. Regular updates will be shared during the day.
Apr 15, 09:04 CEST
Update - We are isolating the problem and making necessary measures to contain the impact. We will continue to work on solving the issue.
Apr 14, 16:44 CEST
Update - We are working together with our Voice Engineering en Infra team to pinpoint the exact cause of the issue. At this moment we are excluding possible systems in the call flow as multiple domains are involved.
Apr 14, 15:19 CEST
Update - We are continuing to investigate this issue.
Apr 14, 14:14 CEST
Update - We are continuing to investigate this issue.
Apr 14, 13:13 CEST
Update - We are continuing to investigate this issue.
Apr 14, 12:08 CEST
Investigating - We are currently investigating quality issues on our voice trunks. This is affecting both inbound and outbound.
Apr 14, 11:11 CEST
Apr 15, 2025
Apr 14, 2025
MSC - Voice maintenance
Completed - The scheduled maintenance has been completed.
Apr 14, 23:30 CEST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 14, 23:00 CEST
Scheduled - We are performing maintenance on the MSC - Voice component during this window. 2 minutes downtime is expected.
Apr 14, 09:50 CEST
Operator Service Interuption - Orange France (20801)
Resolved - This incident has been resolved.
Apr 14, 19:43 CEST
Monitoring - A fix has been implemented and we are monitoring the results.
Apr 14, 18:37 CEST
Investigating - We are currently investigating this issue.
Apr 14, 17:59 CEST
Apr 13, 2025

No incidents reported.

Apr 12, 2025

No incidents reported.

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