This incident has been resolved. We have observed that instance rates are returning to normal levels, and affected connections are syncing successfully.
Incident Summary
Description: We identified an issue with the intercom connections, which resulted in syncs failing with a '401 unauthorized and failed connection with a reconnect task' error.
Timeline: This issue began on January 19th, at 18:30 PM UTC and was resolved on January 20, at around 10:00 UTC
Cause: This was an issue from the third-party side.
Resolution: Third-party resolved the issue on their end and the connections has been recovered.
Posted Jan 20, 2026 - 10:00 UTC
Monitoring
The issue appears to have originated from the third-party side, and we are monitoring the connections.
Posted Jan 20, 2026 - 06:50 UTC
Identified
The issue has been identified and we are working to resolve it.
Posted Jan 20, 2026 - 06:40 UTC
This incident affected: Support connectors (Intercom).
