# Service Degradation - Customer Dashboard and Account Balance

- Provider: [Sinch](https://down.guide/sinch)
- Level: confirmed
- Impact: Partial outage
- lasted 2h 32m
- started 2026-10-26 13:33 UTC
- Payment, SMS - APAC, SMS Administration +13
- apac, eu, latam, us
- id: DWN-77885d94fa
- Official page: https://stspg.io/wtq29smkg35m

## Root cause
> During the below time frame customers may have experienced issues reaching the Sinch customer dashboard, or experienced problems sending traffic over a subset of accounts due to a block caused by the balance calculation discrepancy.

[Postmortem](https://stspg.io/wtq29smkg35m)

## Updates from Sinch
### 2026-10-26 13:33 UTC: investigating
We are currently investigating a service outage on the customer dashboard, Dashboard.sinch.com and with our balance calculation causing a subset of customer accounts to be blocked.
Start Time: 2026-10-26 12:58 UTC
Impact: Clients may experience issues reaching the customer dashboard and may see an incorrect account balance.
Our engineering team is working to restore full functionality as soon as possible.
For any inquiries, please contact support@sinch.com.

### 2026-10-26 14:15 UTC: identified
A fix has been implemented and we are seeing improvements for the dashboard.
We are continuing to investigate the incorrect account balances.

### 2026-10-26 15:21 UTC: monitoring
A second fix has been implemented and we are seeing correct account balances and customer accounts have been unblocked.
We are continuing to monitoring the results.

### 2026-10-26 16:05 UTC: resolved
At 2026-10-26 12:58, UTC a planned change caused unforeseen issues affecting the Sinch customer dashboard and our balance calculations. 
Our engineering teams immediately investigated the issue. Once identified, the change was successfully rolled back and functionality was restored.
During the below time frame customers may have experienced issues reaching the Sinch customer dashboard, or experienced problems sending traffic over a subset of accounts due to a block caused by the balance calculation discrepancy.
Incident Start Time: 2026-10-26 12:58 UTC
Incident End Time: 2026-10-26 15:11 UTC
For any inquiries, please contact support@sinch.com

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