Intercom (Fin)

Failure mode: Login, tokens, certificates or credentials failed. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2026-10-14 17:43 UTC

   We're investigating reports of customer contact details showing up as "Redacted" in the Intercom helpdesk.

2. resolved 2026-10-14 17:55 UTC

   Between 16:50 UTC and 17:39 UTC contact details were replaced with "Redacted" in the Intercom Helpdesk for teammates missing explicit permissions to view contact details. We're sorry for the disruption.

Excerpts are shortened. Read the full incident on Intercom (Fin)'s status page.

Failure mode: A provider or third-party service this vendor depends on failed. Root cause: A failure at a provider or vendor they depend on. Tagged by claude-haiku-5-5 with high confidence (taxonomy v0.2).

1. monitoring 2026-09-16 11:51 UTC

   Fin for Salesforce customers may experience issues due to an upstream error. We have confirmation a fix is being worked on and will update here as soon as we know more.

2. resolved 2026-09-16 17:19 UTC

   All services are presumed to be restored to normal operations. For more information please refer to [this status page.](https://status.salesforce.com/incidents/20004433)

Excerpts are shortened. Read the full incident on Intercom (Fin)'s status page.

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. investigating 2026-09-09 15:55 UTC

   We're seeing issues with Intercom Messenger where Help Articles are not displaying. Our team is aware and investigating the issue. We’ll update you here as soon as we have more specific information.

2. resolved 2026-09-09 16:05 UTC

   This issue should now be resolved and all services are restored to normal functionality. Please don’t hesitate to reach out to [team@fin.](mailto:team@fin.ai)ai if you have any further questions or if you’re still seeing any unexpected behaviour

Excerpts are shortened. Read the full incident on Intercom (Fin)'s status page.

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. investigating 2026-09-04 15:16 UTC

   We're seeing issues with Fin Agent responding to the first message of new inbound Conversations. Our team is aware and investigating the issue. We’ll update you here as soon as we have more specific information.

2. monitoring 2026-09-04 15:47 UTC

   We have implemented a fix and are monitoring for recovery. We’ll let you know when we are confident in our recovery.

3. resolved 2026-09-04 15:55 UTC

   This issue should now be resolved and all services are restored to normal functionality. Please don’t hesitate to reach out to [team@fin.](mailto:team@fin.ai)ai if you have any further questions or if you’re still seeing any unexpected behaviour

Excerpts are shortened. Read the full incident on Intercom (Fin)'s status page.

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. investigating 2026-09-03 14:29 UTC

   We're seeing issues with Fin in Australia. Our team is aware and investigating the issue. We’ll update you here as soon as we have more specific information.

2. monitoring 2026-09-03 14:38 UTC

   We have implemented a fix and are monitoring for recovery. We’ll let you know when we are confident in our recovery.

3. resolved 2026-09-03 14:41 UTC

   This issue should now be resolved and all services are restored to normal functionality. Please don’t hesitate to reach out to [team@fin.](mailto:team@fin.ai)ai if you have any further questions or if you’re still seeing any unexpected behaviour

Excerpts are shortened. Read the full incident on Intercom (Fin)'s status page.

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. investigating 2026-08-26 14:26 UTC

   We're investigating Fin not answering conversations in the USA hosting region.

2. identified 2026-08-26 14:39 UTC

   We're seeing partial recovery for Fin answering questions.

3. resolved 2026-08-26 14:49 UTC

   Between 14:15 - 14:41 UTC Fin was slow to respond to conversations. We have identified the cause and do not expect recurrence. Apologies for the disruption. There are more details available in the attached root cause analysis document.

Excerpts are shortened. Read the full incident on Intercom (Fin)'s status page.

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. investigating 2026-08-19 23:12 UTC

   We're seeing issues with our Shopify integration. Our team is aware and investigating the issue. We’ll update you here as soon as we have more specific information.

2. monitoring 2026-08-19 23:40 UTC

   We have implemented a fix and are monitoring. We’ll let you know when we are confident in our recovery.

3. resolved 2026-08-19 23:45 UTC

   This issue should now be resolved and all services are restored to normal functionality. Please don’t hesitate to reach out to [team@fin.](mailto:team@fin.ai)ai if you have any further questions or if you’re still seeing any unexpected behaviour.

Excerpts are shortened. Read the full incident on Intercom (Fin)'s status page.

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. investigating 2026-08-03 14:22 UTC

   We're seeing issues with Intercom. Our team is aware and investigating the issue. We’ll update you here as soon as we have more specific information.

2. investigating 2026-08-03 15:17 UTC

   We believe we have identified the root cause and are currently working through mitigation steps. Please be assured that we are still working to mitigate this issue and will update here as soon as we have more information.

3. monitoring 2026-08-03 16:18 UTC

   We have implemented a fix and are monitoring for recovery. We’ll let you know when we are confident in our recovery.

4. resolved 2026-08-03 20:03 UTC

   Between 13:35 UTC and 15:53 UTC customers experienced degraded search performance in the Inbox. Intermittently during the initial period of the investigation, some customers experienced conversations that failed to load in the Inbox. This issue should now be resolved and all...

Excerpts are shortened. Read the full incident on Intercom (Fin)'s status page.

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. identified 2026-07-15 15:21 UTC

   We're investigating Fin being slower than usual to answer questions, in the USA hosting region.

2. resolved 2026-07-15 15:45 UTC

   Fin is back to normal. Between 14:45 - 15:30 UTC, Fin was slower than usual in the US hosting region.

Excerpts are shortened. Read the full incident on Intercom (Fin)'s status page.

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. investigating 2026-07-10 04:57 UTC

   We're seeing elevated error rates and increased latencies affecting Helpdesk and Fin responses for Australia-hosted workspaces. Our team is aware of the issue and is currently investigating. We will update you here when we have more information.

2. monitoring 2026-07-10 05:18 UTC

   We have implemented a fix and are monitoring for recovery. We’ll let you know when we are confident in our recovery.

3. resolved 2026-07-10 05:21 UTC

   This issue should now be resolved and all services are restored to normal functionality. Please don’t hesitate to reach out to [team@intercom.io](mailto:team@intercom.io) if you have any further questions or if you’re still seeing any unexpected behaviour

Excerpts are shortened. Read the full incident on Intercom (Fin)'s status page.

Failure mode: Login, tokens, certificates or credentials failed. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. identified 2026-06-24 11:03 UTC

   We have identified the root cause of the issue and are implementing a fix. We’ll update you here once we’ve confirmed our fix has been effective.

2. identified 2026-06-24 11:09 UTC

   iOS users are experiencing login failures when trying to login to Fin

3. investigating 2026-06-24 11:19 UTC

   iOS users are experiencing login failures when trying to login to Fin - currently investigating root cause

4. resolved 2026-06-24 11:57 UTC

   This issue should now be resolved and all services are restored to normal functionality. Please don’t hesitate to reach out to [team@intercom.io](mailto:team@intercom.io) if you have any further questions or if you’re still seeing any unexpected behaviour

Excerpts are shortened. Read the full incident on Intercom (Fin)'s status page.

Failure mode: A zone, region or data center became unavailable. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2026-06-23 17:55 UTC

   We're investigating issues with Fin Help Center in the Australia hosting region.

2. resolved 2026-06-23 21:05 UTC

   The issues with the Help Center in the Australian region are resolved. Apologies for the disruption.

Excerpts are shortened. Read the full incident on Intercom (Fin)'s status page.

Failure mode: A provider or third-party service this vendor depends on failed. Root cause: A failure at a provider or vendor they depend on. Tagged by claude-haiku-5-5 with high confidence (taxonomy v0.2).

1. identified 2026-06-12 14:30 UTC

   There are currently delays in sending and receiving messages to/from Meta properties (Facebook, Instagram, WhatsApp) due to issues on their side. We're monitoring the situation.

2. resolved 2026-06-12 19:13 UTC

   Meta services are back up and running, and we’ve caught up on queued messages.

Excerpts are shortened. Read the full incident on Intercom (Fin)'s status page.

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. identified 2026-06-11 09:54 UTC

   We are investing a high rate of errors in the mobile SDK endpoints and mobile push functionality in the EU and Australian hosting regions.

2. resolved 2026-06-11 10:33 UTC

   For EU customers between 09:34 - 10:18UTC, and AU customers between 09:36 - 10:06UTC Mobile SDK endpoints and mobile push were impaired. This issue should now be resolved and all services are restored to normal functionality. Please don’t hesitate to reach out to...

Excerpts are shortened. Read the full incident on Intercom (Fin)'s status page.

Failure mode: Login, tokens, certificates or credentials failed. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. monitoring 2026-06-10 13:19 UTC

   Earlier today at 10:10 UTC many teammates were forced to logout and log back into Intercom. In a small number of cases, server side rate limiting impaired logging back in, causing login loops. We've resolved this issue as of 13:00 UTC. Apologies for any disruption.

2. resolved 2026-06-10 16:15 UTC

   Open browser tabs with old logins to the Intercom app may be causing ongoing login/logout churn - closing old tabs or restarting web browser will prevent this from happening.

Excerpts are shortened. Read the full incident on Intercom (Fin)'s status page.

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2026-06-01 11:03 UTC

   We are currently investigating an issue affecting a small subset of customers. Impacted customers may experience inbox loading issues, delays in conversation updates, assignment failures, issues applying attributes, problems sending or receiving messages, or Fin reply...

2. identified 2026-06-01 11:31 UTC

   We have identified the root cause of the issue and are implementing a fix. We’ll update you here once we’ve confirmed our fix has been effective.

3. monitoring 2026-06-01 11:58 UTC

   We have implemented a fix and are seeing signs of recovery for some affected customers. We are continuing to monitor the situation closely and will provide another update once we are confident that the full recovery is complete.

4. monitoring 2026-06-01 12:43 UTC

   We are seeing signs of recovery for more affected customers and are continuing to monitor the situation closely. We will provide another update once we are confident that full recovery is complete.

5. resolved 2026-06-01 13:23 UTC

   On June 1, 2026, between approximately 11:08 UTC and 13:24 UTC, a small subset of customers experienced degraded performance across Fin and Inbox. During this period, affected customers may have experienced inbox loading issues, delays in conversation updates, message delivery...

Excerpts are shortened. Read the full incident on Intercom (Fin)'s status page.

Failure mode: Data delayed, stale, lost or corrupted, or needing replay after recovery. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with high confidence (taxonomy v0.2).

1. identified 2026-05-21 11:09 UTC

   Workspaces in the USA hosting region may be experiencing incomplete historical data in reporting features since May 19th. We are backfilling data and should be up to date later today.

2. resolved 2026-05-21 19:25 UTC

   The issue is resolved, reporting data is up to date.

Excerpts are shortened. Read the full incident on Intercom (Fin)'s status page.

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. monitoring 2026-05-20 10:16 UTC

   Between 09:08 - 09:28 UTC, images were not loading in the Intercom inbox. Apologies for the disruption.

2. resolved 2026-05-20 10:17 UTC

   The issue is resolved.

Excerpts are shortened. Read the full incident on Intercom (Fin)'s status page.

Failure mode: Security incident or emergency response to a vulnerability. Root cause: An external attack. Tagged by claude-haiku-5-5 with high confidence (taxonomy v0.2).

Names an upstream provider: GitHub.

1. investigating 2026-04-30 16:58 UTC

   We are investigating reports that a malicious version (`7.0.4`) of the `intercom-client` npm package was briefly published earlier today. The latest legitimate version is `7.0.3`. The impact is contained to the node SDK which is used to access Intercom APIs. If you installed...

2. investigating 2026-04-30 23:00 UTC

   We are continuing to investigate the malicious version of the intercom-client package. We have now confirmed that **intercom-php@v5.0.2 was also compromised**, between 20:53 UTC and 22:37 UTC on 2026-04-30. A safe version of v5.0.2 has since been restored. If you installed or...

3. monitoring 2026-05-01 00:26 UTC

   We are continuing to investigate the malicious version of the intercom-client package. We have now confirmed that **intercom-php@v5.0.2 was also compromised**, between 20:53 UTC and 22:37 UTC on 2026-04-30. A safe version of v5.0.2 has since been restored. If you installed or...

4. monitoring 2026-05-01 09:55 UTC

   Both malicious package versions (intercom-client@7.0.4 and intercom-php@5.0.2) have been removed and are no longer available for download. Safe versions have been restored. GitHub Security Advisories have been published for both packages, enabling automated alerts via Dependabot...

5. monitoring 2026-05-01 11:51 UTC

   As part of our investigation, we identified that the Apple Distribution Certificate used to sign our iOS SDK was potentially exposed. We have found no evidence that this certificate has been misused, but as a precaution we have revoked the certificate. This only affects...

6. monitoring 2026-05-01 13:24 UTC

   The iOS Distribution Certificate has been revoked and all impacted releases have been re-signed with a new certificate. If your builds are failing, follow the instructions [here](https://github.com/intercom/intercom-ios/wiki/Codesigning-Issue) to update. This only affects...

7. monitoring 2026-05-04 11:06 UTC

   **Investigation and remediation continue** Since our last update: • Credential rotation across affected systems is nearing completion • We have engaged independent external security partners to conduct a full assessment • Additional protections against malicious packages have...

8. monitoring 2026-05-06 09:01 UTC

   **Update: Continuing investigation** Our investigation continues with support from independent external security partners. We continue to find no evidence of unauthorised access to customer data or Intercom accounts. All Intercom services remain fully operational. You are only...

9. monitoring 2026-05-18 12:39 UTC

   **Update: Investigation continues - no change to impact ** Our investigation with independent external security partners continues. There is no evidence of unauthorized access to customer data or Intercom accounts. All Intercom services remain fully operational. The only impact...

10. resolved 2026-06-08 11:53 UTC

    **Resolved** We're closing this incident. On April 30, 2026 an attacker published malicious versions of intercom-client (v7.0.4) and intercom-php (v5.0.2). Both were removed from distribution within hours of discovery. No evidence of unauthorized access to customer data or...

Excerpts are shortened. Read the full incident on Intercom (Fin)'s status page.

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. investigating 2026-04-27 11:43 UTC

   We're seeing issues with the REST API in the Australia hosting region. Our team is aware and investigating the issue. We’ll update you here as soon as we have more specific information.

2. monitoring 2026-04-27 12:08 UTC

   We have implemented a change and are monitoring for recovery. We’ll let you know when we are confident in our recovery is completed.

3. investigating 2026-04-27 12:33 UTC

   The deployed fix did not resolve the issue. Team are continuing to investigate. We will update the status as soon as have identified the issue

4. monitoring 2026-04-27 12:48 UTC

   We have implemented a change and are monitoring for recovery. We’ll let you know when we are confident in our recovery is completed.

5. resolved 2026-04-27 12:51 UTC

   On April 27, 2026, between approximately 11:14 UTC and 12:52 UTC, customers hosted in our Australia region experienced errors and timeouts when using the Intercom REST API. Requests to the API would fail with timeout errors. Fin, the Intercom Inbox, and the Messenger were not...

Excerpts are shortened. Read the full incident on Intercom (Fin)'s status page.

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. investigating 2026-04-21 23:30 UTC

   Fin is currently experiencing difficulties affecting some customers. Our team is aware of the issue and are currently investigating. We will update you here when we have more information.

2. identified 2026-04-22 00:03 UTC

   We have identified the root cause of the issue and are implementing a fix. We’ll update you here once we’ve confirmed our fix has been effective.

3. monitoring 2026-04-22 00:55 UTC

   We have implemented a fix and are monitoring for recovery. We’ll let you know when we are confident in our recovery.

4. resolved 2026-04-22 01:07 UTC

   This issue should now be resolved and all services are restored to normal functionality. Please don’t hesitate to reach out to [team@intercom.io](mailto:team@intercom.io) if you have any further questions or if you’re still seeing any unexpected behaviour

Excerpts are shortened. Read the full incident on Intercom (Fin)'s status page.

Failure mode: A zone, region or data center became unavailable. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. investigating 2026-04-21 09:57 UTC

   Fin's ability to deliver responses to customers is degraded. We are investigating the issue.

2. resolved 2026-04-21 10:24 UTC

   On April 21, 2026, between 09:57 UTC and 10:24 UTC, Fin was unable to reliably respond to customer conversations in the EU region. The issue has now been resolved and Fin is operating as expected. We will follow up with a full Root Cause Analysis once we understand the technical...

Excerpts are shortened. Read the full incident on Intercom (Fin)'s status page.

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. investigating 2026-04-15 16:57 UTC

   Fin is currently experiencing delayed response times. Our team is aware of the issue and are currently investigating. We will update you here when we have more information.

2. identified 2026-04-15 17:20 UTC

   We have identified the root cause of the issue and are implementing a fix. We’ll update you here once we’ve confirmed our fix has been effective.

3. resolved 2026-04-15 17:29 UTC

   This issue should now be resolved and all services are restored to normal functionality. Please don’t hesitate to reach out to [team@intercom.io](mailto:team@intercom.io) if you have any further questions or if you’re still seeing any unexpected behaviour

Excerpts are shortened. Read the full incident on Intercom (Fin)'s status page.

Failure mode: Data delayed, stale, lost or corrupted, or needing replay after recovery. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2026-04-14 11:29 UTC

   Fin is currently experiencing difficulties. Our team is aware of the issue and are currently investigating. We will update you here when we have more information.

2. investigating 2026-04-14 11:42 UTC

   Our team is continuing to investigate. We'll update you here as soon as we have more specific information.

3. investigating 2026-04-14 11:53 UTC

   We have identified the root cause and are working on a mitigation. Customer Impact: Fin is not currently responding to conversations with those conversations being assigned to the default inbox. There is no data loss. Fin Voice is not successfully handing off conversations to...

4. identified 2026-04-14 12:15 UTC

   We have identified the root cause of the issue and are implementing a fix. We’ll update you here once we’ve confirmed our fix has been effective.

5. identified 2026-04-14 12:40 UTC

   Fin is replying to conversations, but still cannot escalate to a human agent when necessary. Our team has identified a fix for this issue and is working on applying it.

6. monitoring 2026-04-14 13:19 UTC

   As of 13:00 UTC, Fin and Fin Voice are operating normally for new conversations. For conversations during the incident that Fin did not respond and a teammate responded, Fin will not engage. For conversations where Fin or a teammate did not respond, Fin should re-engage with the...

7. monitoring 2026-04-14 13:33 UTC

   The issue affecting Fin AI Agent and Fin Voice in the US region has been resolved. All services are operating normally. **What happened: ** Between 11:18 and 12:20 UTC on April 14, 2026, a database issue prevented Fin from generating conversation parts in the US region. This...

8. resolved 2026-04-14 14:57 UTC

   The issue affecting Fin AI Agent and Fin Voice in the US region has been resolved. All services are operating normally. **What happened:** Between 11:18 and 12:20 UTC on April 14, 2026, a database issue prevented Fin from generating conversation parts in the US region. This...

Excerpts are shortened. Read the full incident on Intercom (Fin)'s status page.

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. resolved 2026-04-11 15:48 UTC

   We experienced elevated 5xx errors with our help center product between 16:00 UTC to 16:40 UTC. The issue has been resolved and all functionality should be back to normal. Please don’t hesitate to reach out to [team@intercom.io](mailto:team@intercom.io) if you have any further...

2. resolved 2026-04-11 15:50 UTC

   This issue should now be resolved and all services are restored to normal functionality. Please don’t hesitate to reach out to [team@intercom.io](mailto:team@intercom.io) if you have any further questions or if you’re still seeing any unexpected behaviour

Excerpts are shortened. Read the full incident on Intercom (Fin)'s status page.