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

Agent Inbox - delay in processing of tasks
Monitoring - We experienced some delays in the processing of tasks. The cause has been identified and fixed. All queued tasks have been processed and traffic is up to date again. We continue to monitor the traffic.
Jul 08, 2026 - 15:50 CEST
Pay - Docdata Payments infrastructure improvements
Update - Scheduled maintenance is still in progress. We will provide updates as necessary.
Jun 29, 2026 - 09:17 CEST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jun 29, 2026 - 09:00 CEST
Scheduled - During the week of the 29th of June, we will be making infrastructure improvements to our Payment Methods platform.
These improvements are focused on increasing the reliability, performance, and security of our services even further.
We do not expect any downtime or disruption during this period.
If you have any questions or notice anything unexpected, please don't hesitate to reach out to our support team.
Jun 29, 2026 09:00 - Jul 4, 2026 09:00 CEST

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Messaging Operational
Business Messaging API Operational
Smpp Operational
SMS - High Priority Operational
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WhatsApp Business Operational
Apple Messages for Business Operational
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Mobile network operators: Netherlands Operational
Mobile network operators: Belgium Operational
Mobile network operators: France Operational
Mobile network operators: Spain Operational
Mobile network operators: Germany Operational
Mobile network operators: Sweden Operational
Mobile network operators: Norway Operational
Mobile network operators: Denmark Operational
Mobile network operators: Finland Operational
Mobile network operators: United States of America Operational
Mobile network operators: Japan Operational
Mobile network operators: Singapore Operational
Mobile network operators: United Arab Emirates 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
Payments Processor connections: Equens Operational
Payments Processor connections: Amex Operational
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance

Scheduled Maintenance

Scheduled Maintenance – Email & Campaigns Jul 23, 2026 19:00 - Jul 24, 2026 02:00 CEST

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.
Posted on Jul 01, 2026 - 13:55 CEST
System Metrics Month Week Day
cm.com Uptime
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cm.com Response time
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gw.cmtelecom.com Uptime
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gw.messaging.cm.com uptime
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secure.docdatapayments.com Uptime
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secure.docdatapayments.com Response time
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api.cmpayments.com Uptime
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api.cmpayments.com Response time
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Jul 8, 2026
Maintenance - Changes to webhooks for Incoming messages
Completed - The scheduled maintenance has been completed.
Jul 8, 15:00 CEST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 8, 10:00 CEST
Update - We will be undergoing scheduled maintenance during this time.
Jul 6, 13:23 CEST
Scheduled - On July 8 2026 we will enable the new BSUID fields for WhatsApp in the MO webhooks;
No downtime expected,
See https://developers.cm.com/messaging/docs/whatsapp-business-scoped-user-ids
Jul 6, 13:12 CEST
Jul 7, 2026

No incidents reported.

Jul 6, 2026
Email Service Interruption
Resolved - This incident has been resolved.
Jul 6, 07:09 CEST
Update - Open and Click tracking has been temporarily disabled.
Jul 6, 04:52 CEST
Monitoring - A fix has been implemented and we are monitoring the results.
Jul 6, 04:35 CEST
Investigating - Email Gateway is currently experiencing a service disruption. Our team is aware of the issue and actively working on a fix. As a result, emails sent by Sign are not being delivered at this time. All affected emails will be sent automatically once the service disruption is resolved.
Jul 6, 04:03 CEST
Jul 5, 2026
Email service disruption
Resolved - The Email Gateway service disruption has been resolved. All Sign emails have been sent.
Jul 5, 10:48 CEST
Identified - The issue has been identified and a fix is being implemented.
Jul 5, 10:20 CEST
Investigating - Email Gateway is currently experiencing a service disruption. Our team is aware of the issue and actively working on a fix. As a result, emails sent by Sign are not being delivered at this time. All affected emails will be sent automatically once the service disruption is resolved.
Jul 5, 09:47 CEST
Jul 4, 2026

No incidents reported.

Jul 3, 2026
FR - Orange (20801) Operator service interruption.
Resolved - This incident has been resolved.
Jul 3, 11:37 CEST
Investigating - We are currently investigating this issue.
Jul 3, 09:02 CEST
API.cm.com- API Errors June 30th
Resolved - On Tuesday, June 30th, 2026 between 18:15 and 21:13 CEST, some API calls to api.cm.com were affected by intermittent 500 Internal Server errors. The majority of traffic was unaffected, with the impact limited to specific endpoints and certain servers.

Timeline:
• 18:15 CEST — Incident began
• 21:13 CEST — Incident fully resolved
• Total duration: ~2 hours 58 minutes

Root cause:
A server issue caused a portion of API calls to fail intermittently. The affected functionality was limited to Triggered Campaigns/Emails.

We apologize for any inconvenience this may have caused.
Jul 3, 10:22 CEST
Jul 2, 2026
Incident Report – Email Delivery Failure
Resolved - On July 1st, 2026 between 10:00 AM and 23:59 CEST, and continuing into July 2nd, 2026 between 00:01 and 10:00 AM CEST, a total of approximately 40,000 emails were not delivered due to an incident affecting our email sending infrastructure, impacting some accounts.

Timeline:
• July 1st, 10:00 AM – 23:59 CEST: ~33,000 emails affected
• July 2nd, 00:01 – 10:00 AM CEST: ~7,000 emails affected

Unfortunately, the affected emails were not recoverable and will not be delivered.

We sincerely apologize for the impact this has caused.
Jul 2, 10:34 CEST
Message Insights - Service Interuption
Resolved - This incident has been resolved.
Jul 2, 04:58 CEST
Investigating - Messaging Insights is currently experiencing a service interruption.
We are looking into this issue.
Jul 2, 04:25 CEST
Jul 1, 2026
Operator Service Interruption - NL - Vodafone - 20404
Resolved - This incident has been resolved.
Jul 1, 21:01 CEST
Update - We are continuing to work on a fix for this issue.
Jul 1, 20:18 CEST
Identified - Dutch operator Vodafone (20404) is experiencing an issue on their platform which affects MT/MO SMS traffic and Status Reports. The operator is investigating the issue.
Jul 1, 19:14 CEST
Ticketing - Scanning incidents - Museum & Parks
Resolved - This incident has been resolved.
Jul 1, 14:53 CEST
Investigating - Customers might experience trouble scanning or selling the Museumkaart, Rotterdampas, VIP kaart, e.o. This issue is caused 3th party verdor Intersolve. More information via: https://www.status.intersolve.com/
Jul 1, 14:41 CEST
Jun 30, 2026
Operator Service Interruption - France - SFR France - 20810
Resolved - This incident has been resolved.
Jun 30, 14:52 CEST
Identified - The issue has been identified and a fix is being implemented.
Jun 30, 11:58 CEST
Investigating - France - SFR France - 20810 is experiencing an issue on their platform which affects MT/MO SMS traffic and Status Reports. The operator is investigating the issue.
Jun 30, 11:36 CEST
Planned Maintenance BE - Base - 20620 and BE - Telenet - 20605
Completed - The scheduled maintenance has been completed.
Jun 30, 09:00 CEST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jun 30, 00:00 CEST
Scheduled - The Belgium operator Base and Telenet has scheduled a planned maintenance on their SMSC on 25 June between 00:00 – 09:00 AM (UTC+2).
All MT/MO traffic will be queued on our platform and will be processed when the maintenance has been finished.
Jun 25, 00:49 CEST
Jun 29, 2026
Agent Inbox - Delay in incoming/outgoing traffic
Resolved - This incident has been resolved.
Jun 29, 18:30 CEST
Monitoring - A fix has been implemented and we are monitoring the results.
Jun 29, 17:28 CEST
Investigating - We are currently investigating an issue that causes a delay in handovers and the processing of tasks for Agent Inbox.
All in and outgoing traffic is delayed. Our product team is continuing to investigate this issue.
Jun 29, 17:11 CEST
Jun 28, 2026

No incidents reported.

Jun 27, 2026
Degraded performance Voice APIs and downstream services
Resolved - This incident has been resolved.
Jun 27, 13:48 CEST
Monitoring - A fix has been implemented and we are monitoring the results.
Jun 27, 13:18 CEST
Update - Our Voice and Network Engineers are continuing to investigate this issue.
Jun 27, 12:26 CEST
Investigating - We have confirmed reports of issues with our Voice APIs, apps and downstream services: Service Cloud Native Voice and HALO Voice (upon transfers to human agents)

Engineers are investigating the issue. We will provide updates in 30 minutes or as events warrant.
Jun 27, 11:49 CEST
Jun 26, 2026
Planned Maintenance BE - Base - 20620 and BE - Telenet - 20605
Completed - The scheduled maintenance has been completed.
Jun 26, 09:00 CEST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jun 26, 00:00 CEST
Scheduled - The Belgium operator Base and Telenet has scheduled a planned maintenance on their SMSC on 26 June between 00:00 – 09:00 AM (UTC+2).
All MT/MO traffic will be queued on our platform and will be processed when the maintenance has been finished.
Jun 25, 00:51 CEST
Jun 25, 2026
Email Campaigns — Email Delivery Issue
Resolved - This incident has been resolved.
Jun 25, 13:34 CEST
Monitoring - On Jun 25 between 05:30 and 09:20 CEST, some customers experienced an issue where emails were unable to be delivered.

The root cause was identified as a misconfigured product recommendations integration that had lost its connection to the database. The connection has since been restored and email delivery is back to normal.

We apologize for the inconvenience.
Jun 25, 13:33 CEST
Planned Maintenance BE - Base - 20620 and BE - Telenet - 20605
Resolved - This incident has been resolved.
Jun 25, 09:11 CEST
Monitoring - A fix has been implemented and we are monitoring the results.
Jun 25, 05:42 CEST
Investigating - The Belgium operator Base and Telenet has scheduled a planned maintenance on their SMSC on 25 June between 00:00 – 09:00 AM (UTC+2).
All MT/MO traffic will be queued on our platform and will be processed when the maintenance has been finished.
Jun 25, 00:53 CEST
Jun 24, 2026
NXTGN Ticketing - Degraded Performance
Resolved - This incident has been resolved.
Jun 24, 19:04 CEST
Monitoring - A fix has been implemented and we are monitoring the results.
Jun 24, 18:48 CEST
Investigating - We are currently investigating an issue concerning NXTGN Ticketing
Jun 24, 18:47 CEST
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