Yext experienced a major incident on July 16, 2026 affecting Hearsay Platform, lasting 1h 57m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jul 16, 2026, 01:08 PM UTC
We are investigating reports of errors in Hearsay Platform.
- identified Jul 16, 2026, 01:10 PM UTC
The issue has been identified and a fix is being implemented.
- identified Jul 16, 2026, 01:52 PM UTC
We are continuing to implement the fix and will provide another update as soon as more information is available.
- monitoring Jul 16, 2026, 02:04 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved Jul 16, 2026, 03:05 PM UTC
This incident has been resolved.
- postmortem Jul 21, 2026, 07:12 PM UTC
# **Summary** On July 16, 2026, users were unable to access Yext via [my.hearsaysocial.com](http://my.hearsaysocial.com). The disruption began at 8:43 AM ET and was resolved at 9:56 AM ET, resulting in a total impact duration of approximately 73 minutes. APIs and automated integrations were not affected, and no customer data was lost or at risk. # **Root Cause** An infrastructure change caused the authentication service to be unable to access the configuration it needed to function, preventing user logins. Because many platform features depend on the authentication service, this failure propagated beyond login itself and caused errors across most of the application. # **Remediation** Our team identified the cause of the incident and restored service by reverting the infrastructure change. Service was fully restored at 9:56 AM ET. A permanent fix has since been implemented, and no temporary workarounds remain in place. To prevent recurrence, we are \(1\) improving our pre-production validation of infrastructure changes to confirm required configuration is in place before deployment, \(2\) updating the authentication service to degrade gracefully rather than fail completely when configuration is unavailable, and \(3\) strengthening our rapid-rollback process and exercising it on a regular basis.