SMS notifications sending duplicate messages — bug?

Question

Hi everyone! Our team started noticing this morning that customers are getting **two identical SMS messages** for every notification we send out — arrival alerts, job completion, everything. It's causing some confusion and a few annoyed customers calling back to ask why we spammed them. We haven't changed anything on our end that I know of. Is this a known bug? We're on the standard plan and using the default SMS templates. Thanks so much for any insight — really appreciate it!

Priya Nair (Staff) · Accepted Answer

Hi Deja — happy to help, and thanks for flagging this so quickly! Great question, and yes, we are currently investigating a duplicate SMS delivery issue that started affecting some accounts this morning. Our engineering team has identified the root cause and is rolling out a fix now. In the meantime, you can temporarily disable SMS notifications from Settings > Notifications > Customer Messaging to prevent customer confusion, then re-enable once we confirm resolution. I will post an update here within the hour. Really appreciate your patience!

Sam Kowalski · Answer

yeah seeing this too lmao. had a customer text me back "ok i got it the first time" . started like an hour ago for us

Ray DeLuca · Answer

Saw this in the known issues article... 15–30 min delays mentioned but not duplicates. Might be related, might be new. Either way, disable and wait is the move.