Service Incident Report: September 29, 2026

On the afternoon of September 29, an unauthorized party used a compromised credential to place international calls through one of our telephone carrier accounts. These calls were placed directly with the carrier. They did not pass through the KaiCalls application, and none appear in our records. Our review has found no evidence that customer information was accessed, and we are continuing to verify this with our providers.

Our carrier detected the unusual activity and suspended the account to stop it. That suspension also paused normal service on the account, so incoming calls to KaiCalls numbers could not connect and text messages stopped sending.

Our team responded the same day, with one priority: keep your callers reaching you.

• Secured every credential. We replaced the affected credential and every related key across our systems.
• Closed the access path. We shut down the internal pathway that could have exposed the credential, restricted access to our internal tools to platform administrators, and paused outbound calling across the platform as a precaution.
• Stood up backup lines. We set up a backup phone line on a second carrier for every affected customer, so calls can connect while the original account is restored.
• Kept you informed about your calls. While texting is unavailable, alerts about new calls and messages now arrive by email.
• Added a third carrier. Your phone line can now run on any of three carriers, so a problem with one provider can no longer take the whole service offline.

• Restoring text messaging. We are completing text-message registration on our new carrier. Texting will resume as soon as it is approved, and we will update this page when it does.
• Restoring the original account. We expect our original carrier account to be reinstated, and we will keep it alongside the new carriers for added redundancy.
• Adding new safeguards and monitoring. We are introducing new protections on every call and text path, including limits on where and how often calls can be placed, spending controls, and the ability to stop activity across the platform instantly. We are also adding automatic alerts that notify our team early if anything looks unusual.

1. Update your call forwarding if we sent you a new number. We are contacting each affected customer with their new backup number. Point your phone's forwarding to that number and your calls will reach Kai again. Our call forwarding guide walks you through it for your carrier.
2. Check your email for call alerts. Until texting returns, alerts about new calls and messages arrive by email.
3. Reach out with any questions. Contact us at the support address on file, including any billing questions about the outage.

We know how much you rely on every call reaching you, and we take that trust seriously. Thank you for your patience while we made our service stronger than it was before.