System Status & Service Updates
Real-time information about our systems.
Our Commitment to You
At AidKit, we are committed to providing reliable, stable technology that empowers our program partners and the communities you serve. We understand that the work you do is essential, and our platform plays a critical role in supporting your mission.
While we strive for 100% uptime and seamless experiences, technology systems occasionally experience issues. When these situations arise, our top priorities are:
Resolving the issue as quickly as possible
Keeping you informed throughout the process
Minimizing disruption to your operations
Learning from each incident to prevent future occurrences
This page serves as your central resource for real-time updates during system-wide outages or service disruptions. Our technical team will post regular updates here so you can stay informed about what's happening and when you can expect resolution.
Current System Status
Public Facing Applications
✅ Operational
Administrative Portal
✅ Operational
Messaging (Text, Phone & Email)
✅ Operational
Payments Integrations
✅ Operational
Active Incidents
None
Resolved Incidents
Twilio Service Issue Impacting SMS/MMS Message Delivery – 12/19/2025
[Operation: Resolved]
Some SMS/MMS messaging functionality on the AidKit platform was disrupted due to a service issue with Twilio, our cloud communications provider. Twilio resolved the issue at 3:27 PST and AidKit messaging functionality was fully restored.
Updates (All times PST):
3:27 PM PST– Twilio services returned to normal operations; AidKit messaging functionality fully restored.
10:30 AM PST – Service issue detected. Monitoring Twilio Status page for resolution.
Administrative Portal Outage - 12/15/2025
[Operation: Resolved]
At approximately 7:15 PM PST, our platform experienced a brief outage that temporarily prevented some users from accessing AidKit’s administrative portal. Full service was restored within an hour.
Updates (All times PST):
8:15 PM PST – Issue resolved; all services are back online.
Public Facing Subsurvey Issue - 10/29/2025
[Operation: Resolved]
Our platform experienced an issue that caused program subsurveys to refresh mid-interaction. The issue caused some form fields to clear automatically, which potentially blocked users from progressing through their subsurveys.
Updates (All times PDT):
4:11 PM PDT – Issue resolved; all subsurveys are fully functional.
3:26 PM PDT – Issue first reported.
Partial Service Outage - 10/20/2025
[Operation: Resolved]
Some messaging functionality on the AidKit platform was partially unavailable due to a significant Amazon Web Services (AWS) outage. This temporarily limited voice calling and impacted the delivery of text messages to some AT&T customers in the U.S.
Updates (All times PDT):
3:01 PM PDT – AWS services returned to normal operations.
11:50 AM PDT – Voice calling functionality on the AidKit platform has been partially recovered. Continuing to monitor AWS for complete resolution.
11:00 AM PDT – Partial service outage detected. Monitoring AWS for resolution.
Service Outage - 10/01/2025
[Operation: Resolved] Earlier this afternoon, our systems experienced an outage caused by a faulty code deployment. This temporarily made application and enrollment form links inaccessible for program participants. Our engineering team immediately rolled back the changes and restored service.
1:33 PM PT – A code change was deployed that introduced the issue.
1:44 PM PT – Rollback initiated to a previously stable version.
1:46 PM PT – Outage detected and confirmed.
1:55 PM PT – Partial recovery observed as rollback progressed.
2:06 PM PT – Full system restoration completed; all services are back online.
We’ve confirmed that systems are stable, and no further impact is expected. We are conducting a post-incident review to identify improvements and strengthen our release and recovery processes.
Systemwide API Failure – 07/30/2025
[Operation: Resolved]
During a recent code update, aimed at improving how the AidKit system parses inbound emails to make them more readable, we introduced a large code library and unintentionally impacted APIs working throughout the AidKit system.
Mitigation: We immediately realized the bug and reverted the code change. All systems were made operational within minutes of the issue's introduction.
Updates (All times PST):
10:35 AM the code was pushed to the AidKit platform
10:40 AM the issue was reported by internal AidKit team members and by impacted live application sites.
10:52 AM the issue was resolved.
Login Redirect Issue Affecting Partners and Applicants – 06/11/2025
[Operation: Resolved]
During a recent code update, a bug related to the "Show Field" question logic caused applicants to be redirected to the login page instead of their intended subsurvey. This also led to some partners and applicants being logged out upon login.
Mitigation: A fix has been deployed to resolve the issue. Users should no longer be navigated to the login page from a subsurvey. Additional safeguards are being implemented to prevent this behavior from occurring in future updates.
Updates (All times PST):
1:50 PM a fix has been implemented.
1:30 PM the issue was identified.
Temporary Issue with Identity Verification on Android Devices- 04/29/2025
[Operation: Resolved]
During recent updates to our identity verification system, an intermittent bug caused some Android users to experience a time‑out error during the liveness check. This issue has now been resolved; applicants should no longer encounter time‑outs.
Updates (All times PST):
7:41 PM the issue is being investigated.
Applicant Page Comms Tab Causing Blue Screen
[Operation: Resolved]
During a code update, a new feature was implemented temporarily causing any network "blip" (periodic short-term loss of internet) to cause a "Blue Screen" state.
Mitigation: If affected users refresh the screen, this should resolve.
Updates (All times PST):
11:20 AM a fix has been implemented. Users may need to refresh the page to update the code.
11:05 AM a fix has been identified and is in progress. ETA <1 hour to resolution.
10:55 AM the issue was identified and investigated.
Temporary Issue with Identity Verification (Selfie Capture)- 04/28/2025
[Operational- Resolved]
We are currently experiencing a technical issue affecting the liveness check portion of identity verification. Specifically, the selfie capture step may produce a blank image for some applicants, although the video component is still being recorded correctly. What this means for applicants:
If an applicant encounters difficulties with the selfie step, please request that they send a photo of their face directly to your support team as part of the verification process.
What we are doing:
Our technical team is actively working on a fix, which we expect to deploy within the next 24 hours.
We are monitoring all impacted partners and are able to provide support to ensure no applicant is disadvantaged.
We appreciate your patience and are committed to resolving this as quickly as possible. If you have questions or need assistance, please contact [email protected] and mention "liveness verification issue" in your message.
Updates (All times PST):
4/29/25 @ 7:38 PM the issue is resolved.
3:18 PM - Engineering team is working on the issue. Fix expected 04/29/25 by close of business.
Communications and Support Platform Down- 04/25/2025
[Operational - Resolved]
The applicant and participant support communications tools are not currently operational. A fix is being deployed.
Updates (All times PST):
11:26 AM - Issue is resolved. All systems operational.
11:19 AM - Engineering team is working on the issue.
Legacy Interface programs redirected to login page - 04/24/2025
[Operational - Resolved]
AidKit identified that a code update resulted in Legacy Interface programs being redirected to the login page when attempting to view applicant pages.
Updates (All times PST):
7:50 AM - Fix deployed. Issue resolved.
7:00 AM - Source located, fix in progress, ETA < 1 hour
6:00 AM - Issue reported
Dashboards Not Loading- 04/10/2025
[Operational - Resolved]
AidKit identified that a code update resulted in some dashboards with download views failing to load.
Updates (All times PST):
3:30 PM - Resolved.
2:47 PM - Engineering team is working on the issue.
USIO Virtual Card Links Not Working- 03/28/2025
[Operational - Resolved]
AidKit identified that payment shortlinks, used to activate USIO Virtual Cards, have stopped working.
Updates (All times PST):
2:30 PM - Engineering team has resolved the issue.
2:25 PM- Engineering team has identified a fix and is working on deploying it. Resolution estimated in < 1 hour.
2:20 PM- Our platform engineering team identified that payment shortlinks, used to activate USIO Virtual Cards, have stopped working.
Admin/ Review Experience Slow to Load- 03/26/2025
[Operational- Resolved]
AidKit identified that our admin and review panels are loading more slowly than usual. We are investigating!
Updates (All times PST):
1:22 PM- All systems are operational and loading as expected.
1:14 PM- Our platform engineering team is troubleshooting the lag time and anticipates that a fix will be up before end of day.
Duplicate Messaging - 03/11/2025
[Operational- Resolved]
AidKit identified an issue with our automated notification system that resulted in some messages being sent twice.
Updates (All times PST):
1:37 PM- Notifications have been re-enabled and should resume within ~15 minutes
We found that the duplicates being produced were at low levels, and commonly coincided with our notification jobs overrunning.
What we're doing:
fixing the notification job's timing so it can no longer overrun itself
Added additional logging to detect problems similar to this issue in the future, for other jobs
1:20 PM - All outgoing notifications disabled until scope and impact are determined
1:15 PM - Investigating: Issue identified, investigation begins
At least some people appear to have received duplicate programmatic messages/notifications in some programs within a short time frame.
We have temporarily disabled notifications across programs to prevent further duplicates from accidentally going out.
We are continuing to investigate the root cause.
What to Do During an Outage
Check this page first for the most up-to-date information
Avoid submitting multiple support tickets for the same system-wide issue
Prepare information about any specific impacts to your operations to share when service is restored
Scheduled Maintenance
We periodically perform scheduled maintenance to improve system reliability and implement new features. Planned maintenance is always announced at least 24 hours in advance.
Contact Information
While this page is updated regularly during outages, if you have an urgent situation that requires immediate assistance please reach out to your program manager or reach out to our Partner Success team:
Emergency Email: [email protected]
Incident Notification Subscription
If you would like to get real-time notifications about system outages, please visit our status page here: https://status.aidkit.com/ and subscribe. This will ensure you receive immediate alerts when issues occur.
This page is maintained by the AidKit Technical Operations Team
Last updated