# Gorgias: Major incident: Instagram direct message delayed ingestion

**Summary:** Gorgias reported a major degradation delaying Instagram direct message ingestion from 2026-09-02 14:49 UTC to 2026-09-02 19:11 UTC, lasting 4 h 22 min. Messages were not lost but arrived later than usual. A fix was implemented at 18:03 UTC, and the incident was resolved. _(machine-written, sol)_
- Kind: Major incident · Label: degradation (model (Jev))
- Changed: 2026-09-02 14:49 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/53r4kj3m95vq](https://stspg.io/53r4kj3m95vq)
- [Company: Gorgias](https://rewindex.com/company/gorgias.md)
- Versions: before (none: first archived) → after incident\_version:329/v0rg7fgpy9x0@0b8fb9cb728e
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Instagram direct message delayed ingestion
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2026-09-02 14:49 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-09-02 19:11 UTC
```

**6. Added: Affected components**

```diff
+ Helpdesk Integrations - Instagram Direct Messages, Instagram Direct Messages
```

**7. Added: Update** (identified) · 2026-09-02 14:49 UTC

```diff
+ We're aware of an issue that may cause delays in receiving Instagram direct messages in Gorgias. Messages are not lost — they will arrive, just later than usual. Our team is investigating and working to restore normal delivery times.
```

**8. Added: Update** (monitoring) · 2026-09-02 18:03 UTC

```diff
+ A fix has been implemented and we are monitoring the results.
```

**9. Added: Update** (resolved) · 2026-09-02 19:11 UTC

```diff
+ This incident has been resolved.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2026-09-02 14:49 UTC | Major incident: Instagram direct message delayed ingestion (this change) | degradation |

All Gorgias changes: [timeline](https://rewindex.com/company/gorgias/changes.md)
_Diff excerpts are shown on normalized text: dates, counters and tokens appear as ‹date›, ‹count›, ‹tok›; noise-only edits are hidden. Rewindex shows the changed passages, not a copy of the page._


---
Canonical: https://rewindex.com/change/ie2db29535d8ba5 · Markdown: https://rewindex.com/change/ie2db29535d8ba5.md · JSON: https://rewindex.com/api/v1/changes/ie2db29535d8ba5 · Generated 2026-10-18T03:32:07.982Z