Incident History

We are performing maintenance on our WhatsApp capabilities related to emoji reactions. Core WhatsApp communication remains unaffected.

This maintenance affects how certain emoji reactions are displayed. Sending and receiving WhatsApp messages (text and images) remains fully operational.

Temporarily impacted

• Sending outbound emoji reactions (from Trengo) to messages that already have reactions - these will not work during maintenance.
• Previously sent outbound emoji reactions to messages may temporarily not be visible.

Not impacted

• Receiving inbound emoji reactions from end users in Trengo.
• Sending outbound emoji’s reactions to messages that currently have no reactions.
• Reading and replying to WhatsApp text and image messages.

We will update this page once maintenance is completed.

OpenAI API performance is currently degraded. AI Agents and AI Journeys may be slower and/or experience errors. Our team is working to resolve this as quickly as possible.

Date: January 29, 2026 Duration: 53 minutes (18:15 – 19:08 CET)

Executive Summary

On Thursday, Jan 29, Trengo experienced a service disruption that prevented users from logging into the platform. The issue was traced to a failure in our internal authentication token renewal process. A fix was deployed at 18:45, and full service was restored by 19:08.

What Happened? The disruption began at 18:15 when our system-level bearer token, used to communicate with our authentication provider (Stytch), expired. While our automated cron job had successfully requested a new token, a caching error caused the system to store the new token in an incorrect location within our backend cache. As a result, even though the authentication provider was operational, Trengo’s backend continued attempting to use the expired token, leading to failed login attempts for all users.

Timeline of Events (CET) 18:15: Initial reports of user logout and login failures. 18:21: Triage initiated. Verified that external providers and recent deployments were stable. 18:35: Root cause identified: The 60-day system bearer token was refreshed but misdirected in the cache. 18:45: Fix deployed to refresh the token using a more robust pathing logic. 19:08: System-wide recovery confirmed; all users able to log in.

Corrective Actions To prevent a recurrence, we are implementing the following: Cache Validation: Added automated verification to ensure refreshed tokens are stored and retrievable from the correct keys.