Incidents | Airship

Some email links not working (Forms, Rewards, Unsubscribe)

Fri, 16 May 2025 15:48:00 -0000

Links in any new outgoing emails are now working again as normal. Earlier broadcasts sent today may still experience issues, and our team is putting in mitigating steps in such cases, where possible.

Some email links not working (Forms, Rewards, Unsubscribe)

Fri, 16 May 2025 15:48:00 -0000

Links in any new outgoing emails are now working again as normal. Earlier broadcasts sent today may still experience issues, and our team is putting in mitigating steps in such cases, where possible.

Some email links not working (Forms, Rewards, Unsubscribe)

Fri, 16 May 2025 14:51:00 -0000

We are aware of a problem that is affecting recently sent emails which is breaking some links in emails. Notably: - some form links - some Reward links - unsubscribe links Our engineers are aware and are working on a fix as a priority.

Some email links not working (Forms, Rewards, Unsubscribe)

Fri, 16 May 2025 14:51:00 -0000

Airship and Airship Rewards unavailable

Tue, 13 May 2025 12:03:00 -0000

All services have been reinstated. Our processors are now working through any backlogs that were paused during the downtime.

Airship and Airship Rewards unavailable

Tue, 13 May 2025 12:03:00 -0000

All services have been reinstated. Our processors are now working through any backlogs that were paused during the downtime.

Airship and Airship Rewards unavailable

Tue, 13 May 2025 12:03:00 -0000

All services have been reinstated. Our processors are now working through any backlogs that were paused during the downtime.

Airship and Airship Rewards unavailable

Tue, 13 May 2025 12:03:00 -0000

All services have been reinstated. Our processors are now working through any backlogs that were paused during the downtime.

Airship and Airship Rewards unavailable

Tue, 13 May 2025 11:48:00 -0000

We are continuing to look at this with all available resources.

Airship and Airship Rewards unavailable

Tue, 13 May 2025 11:48:00 -0000

We are continuing to look at this with all available resources.

Airship and Airship Rewards unavailable

Tue, 13 May 2025 11:48:00 -0000

We are continuing to look at this with all available resources.

Airship and Airship Rewards unavailable

Tue, 13 May 2025 11:48:00 -0000

We are continuing to look at this with all available resources.

Airship and Airship Rewards unavailable

Tue, 13 May 2025 10:46:00 -0000

We are experiencing an outage on Airship and Airship Rewards. Our engineers are investigating.

Airship and Airship Rewards unavailable

Tue, 13 May 2025 10:46:00 -0000

We are experiencing an outage on Airship and Airship Rewards. Our engineers are investigating.

Airship and Airship Rewards unavailable

Tue, 13 May 2025 10:46:00 -0000

We are experiencing an outage on Airship and Airship Rewards. Our engineers are investigating.

Airship and Airship Rewards unavailable

Tue, 13 May 2025 10:46:00 -0000

We are experiencing an outage on Airship and Airship Rewards. Our engineers are investigating.

Toggle vouchers showing an error when loading

Wed, 30 Apr 2025 16:48:00 -0000

This has now been resolved and Toggle vouchers are loading as normal.

Toggle vouchers showing an error when loading

Wed, 30 Apr 2025 15:25:00 -0000

We are experiencing an issue where Toggle vouchers, issued through Airship Rewards are showing an error which means guest cannot access their code to redeem.

Comtrex <> Airship voucher service outage

Tue, 29 Apr 2025 07:36:00 -0000

We have identified the problem and service has been restored.

Comtrex <> Airship voucher service outage

Tue, 29 Apr 2025 07:09:00 -0000

An overnight routine platform update has caused an outage with the Comtrex <> Airship voucher service, which means no vouchers can currently be redeemed (excluding Toggle, which is unaffected). Our engineers are working on a resolution as a matter of priority.

Airship dashboard is unavailable

Mon, 14 Apr 2025 11:47:00 -0000

The issue has been identified and fixed and the Airship dashboard is now working again as normal. Further work will also be completed to identify how the problem in our deployment workflow was introduced and why normal operational rollback procedures did not work, causing this extended outage.

Airship dashboard is unavailable

Mon, 14 Apr 2025 09:54:00 -0000

The Airship dashboard is suffering a partial outage, and will be showing an error upon login. This is due to a problem with a new code release. Our engineers are aware of the the problem and are working on a resolution as a priority.

Partial outage: Hosting provider outage

Thu, 10 Apr 2025 12:08:00 -0000

At 11:45 today we restored connection and all services have resumed normal functionality.

Partial outage: Hosting provider outage

Thu, 10 Apr 2025 12:08:00 -0000

At 11:45 today we restored connection and all services have resumed normal functionality.

Partial outage: Hosting provider outage

Thu, 10 Apr 2025 12:08:00 -0000

At 11:45 today we restored connection and all services have resumed normal functionality.

Partial outage: Hosting provider outage

Wed, 09 Apr 2025 15:33:00 -0000

An update on today's activities. We are continuing to put all resources into restoring connection. We wanted to extend our gratitude to our customers for understanding and working with us during this incident. We have received reports of some form 'embed' links not functioning. This is not universal, affected some account and not others. For this reason we are marking as Forms with a Degraded status. The Airship Rewards status remains degraded as some accounts are on default styling.

Partial outage: Hosting provider outage

Wed, 09 Apr 2025 15:33:00 -0000

Partial outage: Hosting provider outage

Wed, 09 Apr 2025 15:33:00 -0000

Partial outage: Hosting provider outage

Tue, 08 Apr 2025 14:41:00 -0000

We have identified that some legacy email templates are not displaying saved images. The work to restore these is wrapped up in the continued work to reestablish connection with the hosting provider.

Partial outage: Hosting provider outage

Tue, 08 Apr 2025 14:41:00 -0000

We have identified that some legacy email templates are not displaying saved images. The work to restore these is wrapped up in the continued work to reestablish connection with the hosting provider.

Partial outage: Hosting provider outage

Tue, 08 Apr 2025 09:32:00 -0000

A further update after a focussed start to the week. We are continuing to work on any remaining issues, as well as restoring the original connection to the host providers. We have done some further work on reward to fix a remaining issue where some forms of rewards links were hitting a dead end. We have also rectified an issue with the customer preference centre that was related to the outage. The Airship Rewards degraded flag remains because we strill have some accounts on default styling. Collation and writing up of the incident is still in progress.

Partial outage: Hosting provider outage

Tue, 08 Apr 2025 09:32:00 -0000

Partial outage: Hosting provider outage

Sun, 06 Apr 2025 06:41:00 -0000

**Rewards** The loading of Rewards has been restored, however many customer will see a default styling and no Reward images. Functionality has been restored. This was down roughly between 17:30 04/04/25 and 21:50 05/04/25

Partial outage: Hosting provider outage

Sun, 06 Apr 2025 06:41:00 -0000

Partial outage: Hosting provider outage

Sat, 05 Apr 2025 09:50:00 -0000

**Comtrex vouchers** These can now being redeemed in-venue. Redemptions were down between roughly 17:30 04/04/25 and 10:45 05/04/25

Partial outage: Hosting provider outage

Sat, 05 Apr 2025 09:50:00 -0000

**Comtrex vouchers** These can now being redeemed in-venue. Redemptions were down between roughly 17:30 04/04/25 and 10:45 05/04/25

Partial outage: Hosting provider outage

Fri, 04 Apr 2025 18:56:00 -0000

Going into the evening and weekend, here is a summary of the current state of things in one place. ### What's been restored? **Platform speed** Over night the platform was running slowly. This issued existed roughly between 17:30 03/04/25 and 08.45am 04/04/2025. **Links in emails** Links in emails, as well as link tracking, was not operational, but both have been reinstated. *Please note, * there will be some loss of click track reporting during the affected downtime. This is roughly between 17:30 03/04/2025 to 11:30 04/04/2025. ### What service degradation remains? **Rewards** We are seeing intermittent failure to load rewards **Comtrex vouchers** Comtrex currently cannot redeem vouchers issued through Airship **125 Data & Insights (formally known as Feed It Back)** Advanced return path of data not working. **Legacy forms** Some legacy forms are no longer rendering ### To recap, what happened in the first place? One of our hosting providers which houses some of our system had a power outage. This knocked services out, and we have been working to reinstate functionality.

Partial outage: Hosting provider outage

Fri, 04 Apr 2025 18:56:00 -0000

Partial outage: Hosting provider outage

Fri, 04 Apr 2025 16:09:00 -0000

We have been experiencing intermittent issues with Rewards being presented to the guests. Resolving this is in progress.

Partial outage: Hosting provider outage

Fri, 04 Apr 2025 16:09:00 -0000

We have been experiencing intermittent issues with Rewards being presented to the guests. Resolving this is in progress.

Partial outage: Hosting provider outage

Fri, 04 Apr 2025 16:00:00 -0000

Click-tracking reporting is now available for all links in Airship emails. It is important to note there will be missed data for any links clicked during the downtime.

Partial outage: Hosting provider outage

Fri, 04 Apr 2025 16:00:00 -0000

Click-tracking reporting is now available for all links in Airship emails. It is important to note there will be missed data for any links clicked during the downtime.

Partial outage: Hosting provider outage

Fri, 04 Apr 2025 14:58:00 -0000

Following continued work throughout the day: - Links from Airship emails are functional, however tracking is not available. - We are still seeing issues with the redemption of Airship-issued vouchers through Comtrex.

Partial outage: Hosting provider outage

Fri, 04 Apr 2025 14:58:00 -0000

Partial outage: Hosting provider outage

Thu, 03 Apr 2025 17:35:00 -0000

We are currently experiencing an outage with some parts of the Airship platform. This is affecting: 1. Links and click-tracking in Airship emails, which are not resolving as a result. 2. The Comtrex <> Airship voucher service. This is causing issues with in-venue redemption of Airship issued voucher codes. The problem is due to an issue with one of our upstream providers, who are working on a fix as a matter of urgency.

Mon, 16 Sep 2024 19:00:00 -0000

Fri, 30 Aug 2024 13:15:00 -0000

The Airship platform is currently experiencing some intermittent dropouts on connections which s affecting the dashboard and other services. We are aware of the issue and are working with our partners to resolve the problem.

Dashboard connectivity issue

Fri, 30 Aug 2024 13:15:00 -0000

Dashboard connectivity issue

Fri, 30 Aug 2024 13:15:00 -0000

Slowdowns and connectivity issues

Fri, 26 Jul 2024 22:16:00 -0000

Platform stability and speed has now been restored to normal, while key functionality is operating as expected. Data from partner queues is also now being ingested and back-dated. Thank you for your patience while our team worked through the issues this week.

Slowdowns and connectivity issues

Fri, 26 Jul 2024 22:16:00 -0000

Slowdowns and connectivity issues

Fri, 26 Jul 2024 22:16:00 -0000

Slowdowns and connectivity issues

Thu, 25 Jul 2024 22:40:00 -0000

Emails broadcasts are now being processed through the Airship platform normally again. We still have some remaining delays on ingest of data from partner data queues, which our team is working on resolving.

Slowdowns and connectivity issues

Thu, 25 Jul 2024 22:40:00 -0000

Slowdowns and connectivity issues

Thu, 25 Jul 2024 22:40:00 -0000

Slowdowns and connectivity issues

Wed, 24 Jul 2024 18:28:00 -0000

Our engineering team were earlier able to bring Rewards performance back online. We are still working on improving the speed of the dashboard and reducing the delay of email broadcasts being processed, which have been experiencing slow-downs this afternoon. Thank you for your patience while the team works through the remaining issues.

Slowdowns and connectivity issues

Wed, 24 Jul 2024 18:28:00 -0000

Slowdowns and connectivity issues

Wed, 24 Jul 2024 18:28:00 -0000

Slowdowns and connectivity issues

Tue, 23 Jul 2024 19:18:00 -0000

Some improvements have been made to speed and stability throughout this afternoon, though many parts of the platform still remain slow. In particular, Airship Rewards is suffering from connectivity issues. Our engineering team is conturing to work round the clock to resolve all remaining issues.

Slowdowns and connectivity issues

Tue, 23 Jul 2024 19:18:00 -0000

Slowdowns and connectivity issues

Tue, 23 Jul 2024 19:18:00 -0000

Slowdowns and connectivity issues

Tue, 23 Jul 2024 11:22:00 -0000

Our team is continuing to work on this issue, and have located the issue. Note that redemption of some POS voucher codes may also be affected due to intermittent time-outs on our API.

Slowdowns and connectivity issues

Tue, 23 Jul 2024 11:22:00 -0000

Our team is continuing to work on this issue, and have located the issue. Note that redemption of some POS voucher codes may also be affected due to intermittent time-outs on our API.

Slowdowns and connectivity issues

Tue, 23 Jul 2024 11:22:00 -0000

Our team is continuing to work on this issue, and have located the issue. Note that redemption of some POS voucher codes may also be affected due to intermittent time-outs on our API.

Slowdowns and connectivity issues

Tue, 23 Jul 2024 09:50:00 -0000

We are aware of various connection issues on Airship as a result of the platform migration. This is affecting the Airship dashboard, some email content, Rewards and Forms. We are working on a resolution as a priority.

Mon, 12 Feb 2024 16:56:00 -0000

Service is now restored to all services. We are continuing to monitor.

Airship dashboard, forms and Rewards connectivity issues

Mon, 12 Feb 2024 16:56:00 -0000

Service is now restored to all services. We are continuing to monitor.

Airship dashboard, forms and Rewards connectivity issues

Mon, 12 Feb 2024 16:53:00 -0000

Dashboard access is restored. Rewards and Forms are still being worked on.

Airship dashboard, forms and Rewards connectivity issues

Mon, 12 Feb 2024 16:53:00 -0000

Dashboard access is restored. Rewards and Forms are still being worked on.

Airship dashboard, forms and Rewards connectivity issues

Mon, 12 Feb 2024 16:10:00 -0000

The Airship dashboard, Rewards and forms are currently experiencing connectivity issues. Our engineering are working on this as a priority.

Airship dashboard, forms and Rewards connectivity issues

Mon, 12 Feb 2024 16:10:00 -0000

The Airship dashboard, Rewards and forms are currently experiencing connectivity issues. Our engineering are working on this as a priority.

Airship dashboard running slowly

Wed, 07 Feb 2024 17:18:00 -0000

Normal platform speed and responsiveness has been restored. Our engineering team is continuing to monitor.

Airship dashboard running slowly

Wed, 07 Feb 2024 17:18:00 -0000

Normal platform speed and responsiveness has been restored. Our engineering team is continuing to monitor.

Airship dashboard running slowly

Wed, 07 Feb 2024 13:38:00 -0000

The Airship dashboard and API is currently running slowly. Our engineering team is investigating and working to a resolution as soon as possible.

Airship dashboard running slowly

Wed, 07 Feb 2024 13:38:00 -0000

The Airship dashboard and API is currently running slowly. Our engineering team is investigating and working to a resolution as soon as possible.