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 been deployed alongside our existing security tooling

• We continue to find no evidence of unauthorized access to customer data or Intercom accounts

The compromised package versions (intercom-client@7.0.4 and intercom-php@5.0.2) have been removed. Safe versions are available: intercom-client@7.0.3 and intercom-php@5.0.1.

GitHub Security Advisories with full technical details:
- intercom-client: GHSA-54pg-9963-v8vg
- intercom-php: GHSA-gr3r-crp5-qrrm

We will continue to provide updates here as our investigation progresses.

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

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 details of the issue.

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.

Reporting data is back up to date.

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

This incident is resolved. The Inbox had high latency and errors between 15:44 UTC and 16:07 UTC. The Messenger was impacted between 16:03 UTC and 16:09 UTC. We will provide a root cause analysis here within 48 hours.

Between 11:52 - 14:13 UTC inbox translations in the Europe hosting region were slow or returning errors. The problem has since been resolved.

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

Between 16:50 - 17:01 UTC approx 25% of articles were failing to load and an error page was displayed on all help-centres. We rolled back a change which resolved the issue. Apologies for the disruption.

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

From 10:52 - 11:35 UTC, User Data and Conversation Data would not load in the Helpdesk. There were also failures in Ticket Creation.

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

The team has shipped a fix and all phone calls should be properly routed now.

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