# Gorgias: Instagram direct message delayed ingestion

- Impact (vendor’s label): major
- Status: resolved
- Started: 2026-09-02 14:49 UTC · Resolved: 2026-09-02 19:11 UTC · Duration: 4.4 h
- Updates: 3 · Affected components: Helpdesk Integrations - Instagram Direct Messages, Instagram Direct Messages
- [Vendor status page: https://stspg.io/53r4kj3m95vq](https://stspg.io/53r4kj3m95vq)
- [Company: Gorgias](https://rewindex.com/company/gorgias.md)

## 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)_
## Timeline of updates

- **identified** 2026-09-02 14:49 UTC: 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.
- **monitoring** 2026-09-02 18:03 UTC: A fix has been implemented and we are monitoring the results.
- **resolved** 2026-09-02 19:11 UTC: This incident has been resolved.

## Rewindex changes for this incident

- 2026-09-02 14:49 UTC: [Major incident: Instagram direct message delayed ingestion](https://rewindex.com/change/ie2db29535d8ba5.md)


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Canonical: https://rewindex.com/company/gorgias/incidents/v0rg7fgpy9x0 · Markdown: https://rewindex.com/company/gorgias/incidents/v0rg7fgpy9x0.md · JSON: https://rewindex.com/api/v1/companies/gorgias/incidents/v0rg7fgpy9x0 · Generated 2026-10-18T11:45:36.055Z