Intercom AU Outage History

Malicious versions of Intercom's developer packages (intercom-client@7.0.4 and intercom-php@5.0.2) were briefly published on April 30, 2026, potentially compromising credentials for developers who installed them during the affected timeframe. The compromised packages were removed and replaced with safe versions, while Intercom rotated credentials across affected systems and revoked/re-signed their iOS Distribution Certificate as a precaution. Investigation with external security partners found no evidence of unauthorized access to customer data or Intercom accounts, with impact limited to developer tooling environments.

Intercom's REST API in the Australia hosting region experienced errors for 1.2 hours, preventing API functionality for users in that region. The engineering team implemented multiple fixes, with the first attempted solution failing to resolve the issue. The incident was eventually resolved after implementing a second change and confirming recovery through monitoring.

Intercom AU's Fin service experienced difficulties for 1.6 hours, causing disruptions to the AI assistant functionality. The team identified the root cause and implemented a fix within approximately 30 minutes of investigation. The service was restored and monitored for stability until full recovery was confirmed.

Intercom AU experienced email forwarding difficulties in the Inbox feature across all regions, with a subset of customers intermittently affected by delays. The incident lasted 13.3 hours and was classified as minor impact. The team investigated the issue, though no resolution details were provided in the available updates.

Intercom AU experienced a 2.7-hour incident where attachment uploads failed for customers using the Android SDK. The issue affected all users of the Android SDK who needed to upload attachments through the service. Intercom resolved the problem by releasing Android SDK version 17.4.7 as a mitigation for customers able to upgrade, while continuing to work on a solution for those unable to update immediately.

Intercom AU experienced issues with Workflows and Reports that access Conversation Attributes, preventing these features from loading properly. The impact was later narrowed down to specific Custom Reports. The root cause was identified after 50 minutes and a fix was implemented, with the incident lasting 1.2 hours total.

Intercom AU experienced a 20-minute outage affecting all outbound emails, including administrative emails like sign-up verification and notifications, due to their email provider experiencing issues. The incident impacted workspaces in both USA and Australia regions. The service was restored and email backlogs were processed after the underlying provider issue was resolved.