Freshchat experienced a minor incident on May 23, 2026 affecting Channels and Channels and 1 more component, lasting 3d 22h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating May 23, 2026, 12:00 AM UTC
We are currently investigating an issue affecting the Instagram media comments inflow, where end users attaching media in comments will not be visible in product. There is no impact to the text messages being sent as comments. Our team is actively working with the service provider to determine the root cause. We’ll keep you informed of any updates.
- investigating May 23, 2026, 06:00 AM UTC
We continue to actively investigate the Instagram media comments issue with Meta on priority. At this time, we are awaiting further updates from Meta while they continue their investigation into the root cause. We will share additional updates as more information becomes available.
- investigating May 24, 2026, 06:00 AM UTC
Our investigation into the Instagram media comments inflow issue is ongoing in coordination with the service provider. We are continuing to work closely with the service provider to identify the root cause and restore normal functionality. Further updates will be shared as more information becomes available.
- investigating May 26, 2026, 05:55 AM UTC
We are still actively engaged with the service provider regarding the Instagram media comments inflow issue. Joint efforts are ongoing to further assess the situation and determine the underlying cause. Normal functionality has not yet been fully restored, and we will continue to share updates as progress is made.
- resolved May 26, 2026, 10:34 PM UTC
The issue impacting Instagram media comments inflow has been resolved. Media attachments in Instagram comments are now working as expected. Thank you for your patience and understanding.