Between approximately 13:49 and 16:16 UTC today, a small subset (< 1%) of customers experienced delays and inconsistent performance on Intercom due to a database shard issue. Our engineering team took action to reduce the load, and system performance has returned to normal - no further impact is expected.

As of approx 09:00 UTC today, restarting Safari 26 on MacOS / iOS fixes the issue of the messenger not working in incognito mode or when "Advanced Tracking and Fingerprinting Protection" is enabled. We are following-up with Apple.