This page explains how to tell the difference between a problem with your account and a problem with the platform, and where to look when something seems wrong.
Most reports that look like an outage turn out to be account-specific. A useful first question is whether the problem affects everyone or only some.
- If one message failed, it is almost always the recipient's number, not the platform.
- If one campaign failed, check the campaign's state and the sending number.
- If everything stopped at once, and it stopped for everyone, it is worth checking whether the platform is affected.
Furcata does not publish a standalone status page. When there is an incident that affects customers, we communicate it through the channels below rather than through a separate page.
- The in-app support chat, for anything affecting your account.
- Email to support@furcata.com, for a written record and for anything longer.
- Our social channels, for announcements that affect all customers.
Check your own reports first
Before reporting an outage, look at your delivery and failure reports. A cluster of failures in a short window usually points at a number block or a batch of undeliverable numbers rather than at the platform.
Furcata does not maintain a separate public changelog page. Changes to the platform are communicated in the app and to account administrators, and anything that affects how you use the API is called out explicitly.
If you build against the API, keep an eye on the app and on messages from your account team. Nothing that changes the shape of a request or a response is introduced silently.
- What you were doing, and what you expected to happen.
- When it happened, as precisely as you can.
- The account, and the contact or message involved if there is one.
- Whether it affects one recipient, one campaign, or everything.
- A screenshot or the exact error text, if you have one.