Hightouch incident

"Model not found" error appearing in app for some customers

Minor Resolved View vendor source →

Hightouch experienced a minor incident on September 18, 2025 affecting Reverse ETL and Customer Studio, lasting 26m. The incident has been resolved; the full update timeline is below.

Started
Sep 18, 2025, 07:58 PM UTC
Resolved
Sep 18, 2025, 08:25 PM UTC
Duration
26m
Detected by Pingoru
Sep 18, 2025, 07:58 PM UTC

Affected components

Reverse ETLCustomer Studio

Update timeline

  1. identified Sep 18, 2025, 07:58 PM UTC

    Some customers may see an message in the web app saying that a model could not be found and “may have been deleted”. This message was shown in error and can be disregarded - the models have NOT been deleted. We are rolling out a UI fix now. Apologies for the confusion.

  2. identified Sep 18, 2025, 08:15 PM UTC

    Update: we are continuing to work on a fix for this UI issue. Some customers may see a misleading error stating that a model “may have been deleted.” This message is incorrect and can be safely disregarded.

  3. monitoring Sep 18, 2025, 08:24 PM UTC

    A fix has been deployed for this UI issue.

  4. resolved Sep 18, 2025, 08:25 PM UTC

    This UI issue has been resolved.