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Salesforce: Marketing Cloud Disruption: Audience Builder, Cloud Pages, Contact Builder +9 more

Affected components: Audience BuilderCloud PagesContact BuilderContent BuilderEmail StudioJourney BuilderMarketing Cloud Core ServiceMarketing Cloud LoginMarketing Cloud RESTAPIMarketing Cloud SOAPAPIMobile ConnectMobile Push263 instances

Timeline of updates

1. update2025-09-20 04:15 UTC

   At 02:36 UTC, the Salesforce Technology team identified a service disruption impacting multiple services for Marketing Cloud Engagement. The customers are unable to access their services. We have identified a recent configuration change and have completed the rollback of the change that correlates to the beginning of this event and the trigger for this issue. We are performing additional health checks and validations at the moment.

2. update2025-09-20 05:05 UTC

   At 04:49 UTC on September 20, 2025, the technology team issued an all-clear following a brief monitoring period. Engineers have observed that the service is stable. We’ve successfully rolled back the configuration changes, resolving the issue and restoring normal operations for our customers at 03:56 UTC. We’ll perform a full investigation of the incident, confirming the technical trigger, the underlying cause, and preventive action to avoid a recurrence. We apologize for how this incident may have impacted you and your business.

3. update2025-09-22 10:10 UTC

   Upon further investigation, the Salesforce Technology team has determined that the start time of impact is different than initially understood. We have now revised the start time of the Trust post to more accurately reflect the time customers may have begun to experience impact. We apologize for any confusion caused by this.

Rewindex changes for this incident

• Major incident: Marketing Cloud Disruption: Audience Builder, Cloud Pages, Contact Builder +9 more 2025-09-20 01:05 UTC

Impact, status and times are the vendor’s own, as last archived. View on status.salesforce.com (opens in new tab). Salesforce profile · Recent Salesforce incidents · Markdown · JSON