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 Intercom accounts was found.

If you installed intercom-client@7.0.4 or intercom-php@5.0.2 on April 30 and haven't already done so, we recommend rotating any credentials configured in that environment. All other versions of both packages are safe.

We kept the incident open out of an abundance of caution while we completed credential rotation, hardened our infrastructure, and monitored closely for any follow-on activity. We're now satisfied it's fully remediated.

The issue is resolved.

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 affected during this window.

Confirmed that the fix implemented resolved the issue, service is operating normally.

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 if you have any further questions or if you’re still seeing any unexpected behaviour

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 if you have any further questions or if you’re still seeing any unexpected behaviour

Between ~18.00 - ~23.00 UTC on the 8th April, a subset of customers experienced intermittent issues with email forwarding in the Intercom Inbox. During the incident Google has an incident open related to delivery issue that was impacting inbound support emails. The team continues to confirm root cause with an RCA to follow.

This issue should now be resolved and all services are restored to normal functionality.

We experienced elevated 5xx errors with our help center product between 05.43 UTC to 06.04 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 if you have any further questions or if you’re still seeing any unexpected behaviour.

We've resolved the issue with customers using Android SDK seeing increased failures in attachments to conversations. We've released a new Android SDK version that will resolve this, but we have also implemented fixes to ensure backwards compatibility with older Android SDK versions.

The latest Android SDK is available here: https://github.com/intercom/intercom-android/releases/tag/17.4.7
Our Developer Docs have details on how to do so here: https://developers.intercom.com/installing-intercom/android/installation

All services are now working as expected.

Please don’t hesitate to reach out to team@intercom.io if you have any further questions or if you’re still seeing any unexpected behaviour