Hootsuite experienced a minor incident on November 15, 2025 affecting Hootsuite Web Application and Hootsuite Mobile Application and 1 more component, lasting 2d 11h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Nov 15, 2025, 03:31 AM UTC
Hello. We are currently observing difficulties with direct messages from X set up with the new X encrypted chats reaching Hootsuite. You may experience difficulties with receiving DMs from X in Inbox 2.0. Our teams are currently investigating this situation. We thank you for your patience.
- monitoring Nov 15, 2025, 04:58 AM UTC
We are continuing to monitor the ongoing service disruption affecting X Direct Messages. Our team has confirmed this issue is related to a recent change in X's platform, specifically their new encrypted chat feature, which is preventing new DMs using the new feature from being received by Hootsuite Inbox 2.0. We apologize for this continued inconvenience.
- monitoring Nov 15, 2025, 07:59 AM UTC
We are continuing to investigate an issue preventing new X (Twitter) Direct Messages from appearing in Hootsuite Inbox 2.0. Our team has confirmed this is due to a platform change by X related to their new encrypted chat feature, which is impacting all third-party partners. We apologize for this continued inconvenience.
- monitoring Nov 15, 2025, 08:00 PM UTC
Our teams have reported this issue with X and are in close communication with them regarding this situation. In the interim, X has advised that users can avoid this issue by not following back any user who initiates a new DM conversation. This ensures the message stays on the standard process for delivery to Inbox 2.0. Kindly note this only applies to new DM conversations, this option will not work if we try to unfollow any users that have already reached out via a DM. We will provide updates as they made available. We thank you for your patience.
- resolved Nov 17, 2025, 02:44 PM UTC
We're pleased to inform you that the X issue affecting Direct Messages not reaching Inbox has been resolved. Our engineering team has verified the fix, and services have been restored to normal operation. Thank you for your kind patience and understanding!