From 2026-02-13 01:00:00 UTC to 2026-02-20 21:30:00 UTC, calls that hard bounced were incorrectly marked (and therefore routed back) as crashed instead of bounced. This impacted a small subset of calls, as hard bounces are very rare.

A hard bounce, unlike a soft bounce, occurs when a call cannot connect to the destination phone number at all. A soft bounce occurs when the network can reach the phone number, but the recipient is unavailable (e.g., the call goes to voicemail).

Because these calls were sent back as crashed, no data loss or operational impact is expected. This was strictly a labeling and classification issue.

To prevent similar issues in the future, we will strengthen our unit and end-to-end testing infrastructure and improve our monitoring to detect this type of issue much more quickly.