Feb <var data-var='date'>13</var>, <var data-var='time'>15:28</var> AEDT Resolved - This incident has been resolved. Feb <var data-var='date'>13</var>, <var data-var='time'>13:31</var> AEDT Monitoring - A fix has been implemented and we are monitoring the results. Feb <var data-var='date'>13</var>, <var data-var='time'>12:27</var> AEDT Update - We are continuing to work on a fix for this issue. Feb <var data-var='date'>13</var>, <var data-var='time'>12:16</var> AEDT Identified - The issue has been identified and a fix is being implemented. Feb <var data-var='date'>13</var>, <var data-var='time'>11:46</var> AEDT Investigating - We are currently investigating this issue.

Track metric and Activation processing delay

Jan <var data-var='date'> 9</var>, <var data-var='time'>20:42</var> AEDT Resolved - This incident has been resolved. Jan <var data-var='date'> 9</var>, <var data-var='time'>17:34</var> AEDT Monitoring - A fix has been implemented and we are monitoring the results. Jan <var data-var='date'> 9</var>, <var data-var='time'>17:23</var> AEDT Identified - The issue has been identified and a fix is being implemented. Jan <var data-var='date'> 9</var>, <var data-var='time'>17:11</var> AEDT Investigating - We're investigating an issue causing activation's to be pending for longer than usual.

Activation performance degraded

Dec <var data-var='date'> 2</var>, <var data-var='time'>11:03</var> AEDT Resolved - This incident has been resolved. Dec <var data-var='date'> 1</var>, <var data-var='time'>12:11</var> AEDT Monitoring - Meta acknowledged the issue and pushed a fix this morning. The team is currently monitoring. Nov <var data-var='date'>25</var>, <var data-var='time'>13:35</var> AEDT Update - We are continuing to work with Meta for a fix on this issue. Nov <var data-var='date'>24</var>, <var data-var='time'>13:19</var> AEDT Update - We are still working with Meta for a resolution on this issue. We will update this thread once we receive an update. Nov <var data-var='date'>23</var>, <var data-var='time'>10:22</var> AEDT Update - The team has updated Respond clients saved dives to be able to more precisely target facebook mentions. We are still working with Meta for a resolution on this issue. Nov <var data-var='date'>23</var>, <var data-var='time'>10:21</var> AEDT Update - The team has updated Respond clients saved dives to be able to more precisely target facebook mentions. We are still working with Meta for a resolution on this issue. Nov <var data-var='date'>21</var>, <var data-var='time'>23:45</var> AEDT Identified - Meta, our Facebook mention provider in Respond is currently experiencing issues with their APIs which means that we are unable to match facebook mentions to dives. We have contacted Meta and are currently working on a solution to restore service for all Respond clients that currently have an integrated facebook account.

Facebook mentions not discoverable

Nov <var data-var='date'>23</var>, <var data-var='time'>10:17</var> AEDT Resolved - This issue is resolved. Nov <var data-var='date'>22</var>, <var data-var='time'>15:04</var> AEDT Monitoring - A fix has been implemented and we are monitoring. User should now be able to login into their hub. Nov <var data-var='date'>22</var>, <var data-var='time'>13:55</var> AEDT Identified - We have identified the issue and are currently implementing a fix. Nov <var data-var='date'>22</var>, <var data-var='time'>13:44</var> AEDT Investigating - We are experiencing an issue where users are unable to login into their Hub. We are working to address the underlying cause and minimizing impact.

Hub not accessible

Oct <var data-var='date'>29</var>, <var data-var='time'>16:10</var> AEDT Resolved - Meta’s API errors impacting Facebook Pages and Business Accounts have now been resolved. Affected accounts have reconnected successfully, and normal functionality has resumed across Lexer’s Respond and Activate products. We’ll continue to monitor performance, but no further impact is expected. Oct <var data-var='date'>29</var>, <var data-var='time'>14:24</var> AEDT Investigating - Lexer has detected an elevated number of errors from Meta’s API impacting Facebook Pages and Business Accounts. This issue is currently affecting Lexer’s Respond and Activate products. As a result, you may experience: 	•	Account disconnections (including email alerts) 	•	Errors when syncing audiences 	•	Errors when publishing replies to messages This issue originates within Meta’s systems and cannot be resolved by Lexer. We are actively monitoring the situation and will provide updates as more information becomes available from Meta.

Meta API Issues Affecting Facebook Connections

Aug <var data-var='date'>20</var>, <var data-var='time'>16:16</var> AEST Resolved - This incident has been resolved. Aug <var data-var='date'>20</var>, <var data-var='time'>12:50</var> AEST Update - We are continuing to monitor for any further issues. Aug <var data-var='date'>20</var>, <var data-var='time'>10:19</var> AEST Monitoring - A fix has been implemented and we are monitoring the results. Aug <var data-var='date'>20</var>, <var data-var='time'>10:09</var> AEST Update - We are continuing to investigate this issue. Aug <var data-var='date'>20</var>, <var data-var='time'>09:30</var> AEST Investigating - We’re investigating an issue causing degraded performance on hub.lexer.io. The service has automatically recovered, and we’re continuing to monitor stability.

Hub.lexer.io - service disruption

May <var data-var='date'>28</var>, <var data-var='time'>08:00</var> AEST Resolved - Partial service outage affecting file uploads 28 May 2025 08:00 AEST – 3 June 2025 11:00 AEST Between 08:00 AEST on 28 May 2025 and 11:00 AEST on 3 June 2025, Lexer experienced an outage affecting two upload methods: the File Upload API and the Secure File Upload (drag and drop) feature. During this period, all file upload attempts via these channels failed. If you attempted to upload files between 28 May and 3 June via the affected methods, please reupload them to ensure they are processed. The issue was resolved as of 11:00 AEST on 3 June 2025. File uploads are now functioning as expected. We apologise for the disruption and appreciate your understanding.

File Upload API and Secure File Upload Outage

Feb <var data-var='date'>19</var>, <var data-var='time'>16:24</var> AEDT Resolved - This incident has been resolved. Feb <var data-var='date'>18</var>, <var data-var='time'>15:57</var> AEDT Monitoring - A fix has been implemented and we are monitoring the results. Feb <var data-var='date'>18</var>, <var data-var='time'>13:28</var> AEDT Update - We are continuing to work on a fix for this issue. Feb <var data-var='date'>18</var>, <var data-var='time'>10:55</var> AEDT Identified - We are experiencing a high rate of search timeout errors when loading conversations in Listen and Respond. Our team is continuing to investigate the root cause. Feb <var data-var='date'>18</var>, <var data-var='time'>10:43</var> AEDT Update - We are continuing to investigate this issue. Feb <var data-var='date'>18</var>, <var data-var='time'>10:43</var> AEDT Investigating - We're investigating reports of degraded performance for hub.lexer.io.

Hub.lexer.io performance degraded

Jul <var data-var='date'>24</var>, <var data-var='time'>20:13</var> AEST Resolved - This incident has been resolved. All dashboards are now successfully collecting daily metrics. Most dashboards will display metric gaps between July 16 and July 25 during this outage period. Unfortunately we are unable to replay these missed metrics. Jul <var data-var='date'>24</var>, <var data-var='time'>11:40</var> AEST Monitoring - A fix has been implemented and we are monitoring results. Jul <var data-var='date'>24</var>, <var data-var='time'>10:43</var> AEST Identified - We've identified an issue causing track metric failures since 16 July. Our team has identified the root cause and we're working on a resolution.

Track metrics failing

Jul <var data-var='date'> 3</var>, <var data-var='time'>21:15</var> AEST Resolved - Our email service provider has fixed the root cause and resolved the incident. Jul <var data-var='date'> 3</var>, <var data-var='time'>21:00</var> AEST Monitoring - A fix has been implemented and we are monitoring the results. Jul <var data-var='date'> 3</var>, <var data-var='time'>16:52</var> AEST Identified - We've identified the issue with our email service provider and we're working on a resolution. Jul <var data-var='date'> 3</var>, <var data-var='time'>16:07</var> AEST Investigating - We're investigating reports of delayed emails in Respond.

Email processing delay in Respond

May <var data-var='date'>22</var>, <var data-var='time'>08:32</var> AEST Resolved - This incident has been resolved. May <var data-var='date'>21</var>, <var data-var='time'>08:11</var> AEST Monitoring - A fix has been implemented and we are monitoring the results. May <var data-var='date'>20</var>, <var data-var='time'>13:23</var> AEST Identified - The issue has been identified and a fix is being implemented. May <var data-var='date'>20</var>, <var data-var='time'>12:18</var> AEST Investigating - We are investigating a problem with the activation attributes.

Apr <var data-var='date'>23</var>, <var data-var='time'>12:52</var> AEST Resolved - This incident has been resolved. Apr <var data-var='date'>22</var>, <var data-var='time'>14:42</var> AEST Update - We are continuing to monitor for any further issues. Apr <var data-var='date'>22</var>, <var data-var='time'>14:41</var> AEST Monitoring - A fix has been implemented and we are monitoring the results. Apr <var data-var='date'>22</var>, <var data-var='time'>14:25</var> AEST Investigating - We're currently investigating degraded performance in the Hub.

Performance Degraded

Feb <var data-var='date'>12</var>, <var data-var='time'>13:32</var> AEDT Resolved - This incident has been resolved. Feb <var data-var='date'>12</var>, <var data-var='time'>12:51</var> AEDT Monitoring - A fix has been implemented and we are monitoring the results. Feb <var data-var='date'>12</var>, <var data-var='time'>11:34</var> AEDT Identified - The issue has been identified and a fix is being implemented. Feb <var data-var='date'>12</var>, <var data-var='time'>11:27</var> AEDT Investigating - We're investigating reports of degraded performance for hub.lexer.io.

Hub performance degraded

Nov <var data-var='date'>20</var>, <var data-var='time'>19:24</var> AEDT Resolved - This incident has been resolved. Nov <var data-var='date'>20</var>, <var data-var='time'>19:18</var> AEDT Monitoring - A fix has been implemented and we are monitoring the results. Nov <var data-var='date'>20</var>, <var data-var='time'>19:13</var> AEDT Identified - The issue has been identified and a fix is being implemented. Nov <var data-var='date'>20</var>, <var data-var='time'>19:04</var> AEDT Investigating - We're investigating conversation processing delays for integrated Facebook and Email accounts.

Conversation processing delays

Nov <var data-var='date'>16</var>, <var data-var='time'>14:32</var> AEDT Resolved - This incident has been resolved. Nov <var data-var='date'>16</var>, <var data-var='time'>14:16</var> AEDT Monitoring - Meta has indicated they are recovering from disruptions and we're observing a significantly lower rate of errors. We're continuing to monitor results. Nov <var data-var='date'>16</var>, <var data-var='time'>10:31</var> AEDT Update - Meta (Facebook) has acknowledged the issue and has assigned an engineering team to resolve the issue as quickly as possible. See more information here: https://metastatus.com/messenger. Nov <var data-var='date'>16</var>, <var data-var='time'>09:30</var> AEDT Identified - We believe the root cause to be an issue with the Facebook API as this is impacting other platforms. We have raised this issue with Facebook and we're awaiting a response or resolution. Nov <var data-var='date'>16</var>, <var data-var='time'>07:55</var> AEDT Investigating - We're currently investigating a high rate of errors for publishing replies to Facebook messages.

Facebook message publishing errors

Nov <var data-var='date'> 1</var>, <var data-var='time'>14:54</var> AEDT Resolved - This incident has been resolved. Nov <var data-var='date'> 1</var>, <var data-var='time'>13:09</var> AEDT Monitoring - A fix has been implemented and we're monitoring results. Facebook pages integrations are now accurately displaying their connection status. Nov <var data-var='date'> 1</var>, <var data-var='time'>10:29</var> AEDT Investigating - All Facebook pages integrations are displaying as 'disconnected,' while Instagram and Facebook ads integrations remain unaffected. Users are encountering difficulties when attempting re-integration, as they encounter errors in the process. It's crucial for users to refrain from re-integration attempts at this time.

Issues with Facebook Integrations: Displaying as disconnected

Oct <var data-var='date'>21</var>, <var data-var='time'>07:13</var> AEDT Resolved - This incident has been resolved. Oct <var data-var='date'>20</var>, <var data-var='time'>15:37</var> AEDT Monitoring - We have not observed the error for over 24 hours with reports from clients that Facebook content is being consumed as normal. Although it is unconfirmed by Meta, we believe they have fixed it. Oct <var data-var='date'>20</var>, <var data-var='time'>15:28</var> AEDT Identified - Meta is experiencing an issue with their API that is impacting Respond users ability to reply to Facebook content.

Meta experiencing API issues

Oct <var data-var='date'> 4</var>, <var data-var='time'>15:14</var> AEDT Resolved - This incident has been resolved. Oct <var data-var='date'> 4</var>, <var data-var='time'>10:33</var> AEDT Update - We have identified the root cause for the issue and a fix is currently being deployed. Oct <var data-var='date'> 4</var>, <var data-var='time'>10:27</var> AEDT Monitoring - We're currently investigating degraded performance to search.

Search Performance Degraded

Sep <var data-var='date'>19</var>, <var data-var='time'>16:40</var> AEST Resolved - This incident has been resolved. Sep <var data-var='date'>19</var>, <var data-var='time'>16:39</var> AEST Monitoring - A fix has been implemented and we are monitoring the results. Sep <var data-var='date'>19</var>, <var data-var='time'>10:34</var> AEST Identified - The issue has been identified and a fix is being implemented. Sep <var data-var='date'>19</var>, <var data-var='time'>08:00</var> AEST Investigating - Our data processing infrastructure is running behind which is causing inaccuracies in the reporting tools. No data has been lost and the system should be caught up shortly. AWS status page is being monitored closely for updates - https://health.aws.amazon.com/health/status

Data Processing Delays - AWS network connectivity

Sep <var data-var='date'> 5</var>, <var data-var='time'>13:00</var> AEST Resolved - This incident has been resolved.

Lexer Forms are not displaying properly

Sep <var data-var='date'> 5</var>, <var data-var='time'>11:00</var> AEST Resolved - We're experiencing issue on selected Lexer forms are not loading properly and are currently looking into the issue.

Jul <var data-var='date'>24</var>, <var data-var='time'>08:44</var> AEST Resolved - This incident has been resolved. Jul <var data-var='date'>21</var>, <var data-var='time'>09:30</var> AEST Monitoring - While Meta has not issued an official resolution, we have not encountered any errors in the last 24 hours. We are continuing to monitor the situation. Jul <var data-var='date'>12</var>, <var data-var='time'>13:22</var> AEST Update - We're continuing to observe publishing errors and we've informed Meta with details to facilitate a resolution. Jul <var data-var='date'>10</var>, <var data-var='time'>14:53</var> AEST Investigating - Facebook is currently experiencing issues with publishing replies to comments. Although Facebook says that your message has failed to publish, in some cases we can see that comments have in fact been created on your page. We recommend checking facebook.com if you encounter publishing errors for comments while this issue remains active. If your reply has been published successfully, we recommend adding an internal comment in Lexer and closing the comment. We're working with Meta to ensure this can be resolved as soon as possible.

Facebook page integration errors

Jul <var data-var='date'>17</var>, <var data-var='time'>13:21</var> AEST Resolved - The missing data backload is now complete, and this incident is resolved. Jul <var data-var='date'>17</var>, <var data-var='time'>12:25</var> AEST Identified - Yotpo have identified the issue, and have applied a fix. We've now begun backloading the data that was missed during the time Yotpo was offline, and will confirm once this is complete. Jul <var data-var='date'>14</var>, <var data-var='time'>16:42</var> AEST Investigating - Yotpo are currently experiencing issues with their APIs, meaning Yotpo integration data for all clients is not up to date. We're working with Yotpo to resolve this, and they're actively investigating. There is currently no ETA on resolution but we'll provide updates from Yotpo as soon as we receive them.

Yotpo API error

Jun <var data-var='date'>28</var>, <var data-var='time'>17:45</var> AEST Resolved - All missing data has been loaded. Jun <var data-var='date'>27</var>, <var data-var='time'>16:58</var> AEST Monitoring - A solution has been deployed. The missing Shopify data is being processed and scheduled updates will resume within the next 24 hours. Users can monitor their dataset updates via the Dataset feature. Anyone with Admin permission is able to access Dataset. Read more here: https://learn.lexer.io/docs/dataset-management Jun <var data-var='date'>26</var>, <var data-var='time'>15:48</var> AEST Identified - We are currently experiencing issues with our Shopify integration resulting in failures in processing data. Our team is working to implement a solution and backfill missing data.

Shopify integration service disruption

Apr <var data-var='date'> 5</var>, <var data-var='time'>22:56</var> AEST Completed - The scheduled maintenance has been completed. Apr <var data-var='date'> 5</var>, <var data-var='time'>22:40</var> AEST Verifying - Verification is currently underway for the maintenance items. Apr <var data-var='date'> 5</var>, <var data-var='time'>22:25</var> AEST Update - Access to hub.lexer.io is currently unavailable while we perform database maintenance. Apr <var data-var='date'> 5</var>, <var data-var='time'>22:00</var> AEST In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Apr <var data-var='date'> 3</var>, <var data-var='time'>10:26</var> AEST Scheduled - We will be undergoing scheduled maintenance during this time. Access to hub.lexer.io will be unavailable for up to 20 minutes. Processing of customer data and conversations will be unaffected. Updates will be shared here at https://status.lexer.io/.

Is Lexer down?

Lexer status is UP

Lastest published events

Track metric and Activation processing delay

Activation performance degraded

Facebook mentions not discoverable

Lexer Services, Components and Regions

Recent Lexer events

Track metric and Activation processing delay

Activation performance degraded

Facebook mentions not discoverable

Hub not accessible

Meta API Issues Affecting Facebook Connections

Hub.lexer.io - service disruption