Khoros incident
Khoros Care - Google My Business replies failing
Khoros experienced a major incident on May 20, 2026 affecting APAC Hosted Care and EU Hosted Care and 1 more component, lasting 4d. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating May 20, 2026, 09:31 PM UTC
We are aware of an issue causing replies to Google My Business (GMB) reviews to fail. We are actively investigating this and will provide updates as they become available.
- identified May 20, 2026, 11:05 PM UTC
We have identified the issue causing Google My Business (GMB) reviews to fail, and our Engineering team are currently working on a fix.
- monitoring May 21, 2026, 04:43 AM UTC
A fix has been deployed to address the issue causing Google My Business review replies to fail in Khoros Care. We are actively monitoring the environment to ensure replies are processing as expected. If you continue to experience issues, please reach out to Khoros Support.
- identified May 21, 2026, 12:58 PM UTC
After continued monitoring, we found that the issue affecting Google My Business replies in Khoros Care is still ongoing, due to data consumed during the incident. We have identified the issue affecting some Google My Business replies and are actively working to restore reply publishing for impacted cases. We will share another update as soon as more information is available.
- identified May 22, 2026, 03:09 AM UTC
Our Engineering team is actively working on restoring reply publishing for impacted reviews. We will continue to provide updates as progress is made and share additional information as soon as it becomes available.
- identified May 22, 2026, 10:23 AM UTC
Work on restoring reply publishing for impacted reviews is ongoing. We will continue to provide updates as progress is made and share additional information as soon as it becomes available.
- monitoring May 22, 2026, 08:00 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved May 24, 2026, 10:17 PM UTC
We are closing this incident as the fix has been implemented and the environment has been monitored successfully. The issue affecting Google My Business review replies in Khoros Care has been addressed, and reply publishing for impacted reviews has been restored. Our Engineering team completed the required remediation work and monitored the results to confirm that replies are processing as expected. If you continue to experience any issues with Google My Business replies, please contact Khoros Support for further assistance.