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 has been to the compromised packages reported previously. The compromised versions (intercom-client@7.0.4 and intercom-php@5.0.2) were removed and safe versions remain available.

Since our last update, we have completed credential rotation and continued hardening our development environment with additional security controls.

We will post a final update when we are ready to close this incident.

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

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

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 affected Fin AI Agent across Messenger, Inbox, and Workflows. Fin Voice experienced an issue where it was unable to hand over conversations to teammates and would terminate calls with an error message at the escalation point.

At 12:20 UTC we implemented a mitigation to enable Fin to start delivering answers to customers again. New conversations, or conversations where a customer messaged to Fin again would receive an answer but pre-existing conversations or conversations that had been actioned by a teammate would not receive a reply. At this point escalations from the Fin AI Agent and Fin Voice to customer support teams were not functioning as expected. 

At 13:00 UTC Fin AI Agent and Fin Voice were functioning as normal for new conversations.

At approximately 13:05 UTC we retried any pending Fin conversations that had not yet been actioned by a teammate on workspaces.

EU and AU regions were not impacted by this incident.

What's next:

Reporting data for affected customer workspaces may be incomplete for the duration of the incident window. We are investigating a method for backfilling this data and will provide a follow-up update once that is complete.

A full root cause analysis will be forthcoming once all details of the incident have been established.

We apologize for the disruption to your business.

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 errors and latency on the Conversations API, specifically with the search method. The impact occurred between 11.47 UTC and 12.18 UTC.

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 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.

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

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.

From 13:51 - 13:54 UTC, the Helpdesk had increased errors and latency. Please reach out to team@intercom.io if you experience any issues

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

Between 12:32 UTC and 13:11 UTC there were intermittent delays in conversation processing of up to a few minutes, across all of Intercom and Fin in the USA hosting region. The cause of the problem has been mitigated and we're immediately working on a deeper fix.

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

Email sending was delayed between 18:53 UTC - 19:33 UTC. Email sending is back to normal.