CivicPlus SMS Notifications Performance Issue Identified | January 7, 2025
CivicPlus monitoring has detected a possible performance issue that may be affecting CivicPlus SMS Notifications. CivicPlus Systems Engineers are investigating this alert and a timeline to resolution and next steps will be provided as soon as available.
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Official comment
Incident Description
On January 7, 2025, at approximately 11:30 AM CST, CivicPlus engineers became aware of a disruption in the receipt of SMS notifications delivered through certain CivicPlus services. Initial investigations revealed that the root cause of this disruption arose from unauthorized use of CivicPlus's SMS notification system by a third-party bad actor in direct violation of our Terms of Use. This unauthorized activity prompted mobile carriers to block CivicPlus's primary toll-free phone number out of an abundance of caution. Throughout this incident, CivicPlus immediately engaged with relevant partners to address the issue. By January 8, 2025, at approximately 12:25 PM CST, the mobile carrier block was lifted, and SMS functionality had fully returned to normal.Cause
A third-party bad actor’s unauthorized activity violated CivicPlus's Terms of Use and generated concerning traffic patterns that led mobile carriers to believe spam-like activity was originating from CivicPlus's primary phone number. As a result, the carriers placed a temporary block on the number and CivicPlus's toll-free number verification was temporarily suspended.Resolution
Upon identifying the nature of the unauthorized activity, CivicPlus's Product Engineering team promptly worked with downstream providers to remove the precautionary block and re-verify the toll-free number. Service functionality began returning around 8:00 AM CST on January 8, 2025, and was verified as fully restored at approximately 12:25 PM CST the same day.Issue Status: Resolved - no further updates should be expected.
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No Change Update
CivicPlus Systems Engineers continue to work on resolving this issue as quickly as possible. An update will be added to this post when it is available.
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No Change Update
CivicPlus Systems Engineers continue to work on resolving an issue blocking the receipt of SMS messages sent via some CivicPlus services as quickly as possible.
We will provide an expected timeline for resolution and any updates to this post as they are available.
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No Change Update
CivicPlus Systems Engineers have identified an issue blocking the receipt of SMS messages sent via some CivicPlus services. Our team is continuing to work with our downstream providers to get the issue resolved as quickly as possible. We will provide an expected timeline for resolution and any updates to this post as they are available.
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No Change Update
CivicPlus Systems Engineers have identified an issue blocking the receipt of SMS messages sent via some CivicPlus services. Our team is continuing to work with our downstream providers to get the issue resolved as quickly as possible. We will provide an expected timeline for resolution and any updates to this post as they are available.
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Fix Implemented
CivicPlus System Engineers and our downstream providers have applied a fix and restored SMS message capabilities across all affected CivicPlus services. An incident report will be posted here within 24 business hours.
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Available Templates
No Change Update
CivicPlus Systems Engineers continue to work on resolving this issue as quickly as possible. An update will be added to this post when it is available.Timeline Identified
CivicPlus Systems Engineers have identified the issue and expect to have a resolution deployed by ESTIMATED TIMELINE (if not a specific date, include business hours / business days clarification).Fix Implemented
CivicPlus Systems Engineers have applied a fix and have restored service to your CivicPlus Solution. An incident report will be posted here within 24 business hours.