IR-2026-001: Interim Incident Report: Cloud SMPP SMS Gateway Platform

Status: Interim report
Service affected: Cloud SMPP SMS Gateway (SSG) platform
Incident start: Thursday, 14 May 2026, 13:35 UK time (12:35 UTC)
Affected locations: EU-UK, EU-DE, AP-SG, AP-AU, NA-US and SA-BR

Summary

On Thursday, 14 May 2026 at 13:35 UK time (12:35 UTC), Melrose Labs experienced a service incident affecting the cloud SMPP SMS Gateway (SSG) platform.

The incident caused instability across all SSG service locations:

• EU-UK
• EU-DE
• AP-SG
• AP-AU
• NA-US
• SA-BR

Throughout the incident, the platform continued to operate with service available at the EU-UK location. Access to the SSG Admin Portal and txtConsole end-user portal was unaffected. End-user customers were able to connect to the platform at EU-UK, and supplier connections hosted in EU-UK remained available.

However, some instability may still have been experienced at EU-UK, while the remaining locations experienced intermittent service or, for periods, no service.

Initial Findings

Our investigation has determined that the issue was related to inter-site communications between SSG locations and appeared to have originated from the AP-SG and AP-AU locations.

Recovery actions that have previously been effective in comparable situations did not resolve the issue on this occasion. As a result, our immediate priority was to preserve continuing service at EU-UK while investigation and restoration work continued.

Service Restoration

Significant engineering effort was directed towards diagnosing the cause and restoring service safely.

While service was largely maintained at EU-UK, it took approximately 24 hours for more than half of the wider platform service to be restored.

Because of caution regarding the potential impact on services that had already been recovered, the AP-AU and AP-SG locations were restored later on 15 May, at:

• AP-AU: 14:35 UK time (13:35 UTC)
• AP-SG: 14:55 UK time (13:55 UTC)

Ongoing Investigation

This remains an interim report.

We are continuing to investigate the issue in our development and staging environments. This work is intended to reproduce the issue, identify a fix, test the fix, and confirm that the cause has been addressed.

This report will be updated with further findings, confirmed cause, and any resulting corrective or preventive actions.

Customer Impact

Customers may have experienced intermittent connectivity, instability, or inability to access SSG service locations outside EU-UK during the incident.

Customers using EU-UK may also have experienced some instability, although service remained available at that location and supplier connections hosted in EU-UK remained up.

Next Steps

Melrose Labs will continue its technical investigation and post-incident review process. Further details will be published at:

https://ssgdocs.melroselabs.com/docs/incident-reports

As part of the review, we will highlight existing recommendations for resilient use of the platform and may make further recommendations to customers. These may include, for example, providing end-user customers with endpoints to multiple SSG locations and connecting to suppliers from multiple SSG locations.

We apologise for the disruption caused and recognise the importance of platform availability to customers’ operations.