Our team has concluded monitoring and confirmed that all calls are routing as expected with no unexpected increases to wait time. We will follow-up in the next 48 hours with a root cause analysis.

Our team took additional steps to mitigate issues related to connection time. We are continuing to monitor the fixes. At this time we are not seeing any degradation with routing or connections.

Our team has identified issues and taken mitigation steps. We have seen improvements in call connections and decreases in wait times. Our team will continue to monitor.

We are investigating reports of calls failing to connect after long wait times or disconnecting unexpectedly across our US server. We will follow up with additional information here as soon as we have it. Please subscribe to ensure you receive updates as soon as they are available.

At 1:10 PM central time on 10/1/2026 an internal team member set a test interpreter account to an active status that allowed calls to be routed to that account. This account \[ID 29863920\] was not a real staffed interpreter or call center user. It was an unstaffed test account meant for internal use and routing only. Once that account was active calls began to route to that interpreter, across all language pairs, errantly. This test user-account was disabled at 10:46 AM central time on 10/2/2026. Between 1:10 pm 10/1/26 and 10:46 am 10/2/2026 calls that were routed to this interpreter may have connected. On these connected calls the requestor would have experienced silence until they disconnected as the account was not actually a staffed interpreter line of any sort. We will update these calls to show the accurate duration of 0 asap. During that window many users also experienced increased wait times while calls were routed to the internal test account. Our engineering, product, support, and operations teams are working together to action a number of hardening measures to ensure that this type of incident cannot happen again including additional proactive monitoring, warnings when activating users, and more robust logging to quickly identify the root cause of a routing related incident.