Brandwatch incident

Data Collection: Unable to reconnect Facebook & Instagram

Major Resolved View vendor source →

Brandwatch experienced a major incident on November 13, 2025 affecting Data Collection and Listen, lasting 8d 8h. The incident has been resolved; the full update timeline is below.

Started
Nov 13, 2025, 01:55 AM UTC
Resolved
Nov 21, 2025, 10:45 AM UTC
Duration
8d 8h
Detected by Pingoru
Nov 13, 2025, 01:55 AM UTC

Affected components

Data CollectionListen

Update timeline

  1. investigating Nov 13, 2025, 01:55 AM UTC

    We are currently experiencing an issue affecting our Data Collection service. Users may be unable to reconnect Facebook and Instagram pages. Our Engineering Team is actively investigating the issue. Preliminary findings suggest the root cause may be related to Meta’s platform. We will provide updates as soon as more information becomes available. Thank you for your patience and understanding.

  2. identified Nov 13, 2025, 10:26 AM UTC

    Status Update: Owned Facebook and Instagram Data Collection We're currently unable to collect data from owned Facebook and all Instagram accounts due to a restriction on our business portfolio, which has impacted necessary permissions. This issue has been escalated to our Product Partnership team. Non-owned and public Facebook data continues to function normally. Once the restriction is lifted, we may need to complete a verification process to restore access. We’ll provide another update when we have more information. Thank you for your patience.

  3. identified Nov 17, 2025, 03:20 PM UTC

    We are continuing to work on a fix for this issue.

  4. monitoring Nov 19, 2025, 10:17 AM UTC

    We are currently monitoring a fix for the issue. Some users may experience delays in data updates, and a small number of accounts may require re-authentication. We’ll provide further updates as we confirm full resolution. Many thanks for your patience in the meantime.

  5. monitoring Nov 20, 2025, 02:19 PM UTC

    Monitoring – Facebook & Instagram Data Restored We have successfully restored Facebook and Instagram data. No data loss has occurred for Facebook or Instagram accounts. Note: Instagram Hashtag tracking data is unavailable for the duration of the outage period due to Meta API limitations. Some social channels still require clients to reconnect them in order to resume data collection. All currently connected channels are operating normally, and data collection has fully caught up. We will continue to monitor system performance. Many thanks for your continued patience.

  6. resolved Nov 21, 2025, 10:45 AM UTC

    This incident has been resolved.