Oct <var data-var='date'> 1</var>, <var data-var='time'>21:05</var> UTC Resolved - This incident has been resolved as of 12:10 PM PST. Oct <var data-var='date'> 1</var>, <var data-var='time'>19:38</var> UTC Monitoring - We learned that some users also experienced intermittent delays and "thinking" messages in the Moveworks Assistant on Microsoft Teams due to the same underlying issue. We have now applied a mitigation and are actively monitoring the results. Thank you for your patience. Oct <var data-var='date'> 1</var>, <var data-var='time'>18:17</var> UTC Identified - We have identified an issue where some users are noticing duplication of Employee Communications campaign messages on Microsoft Teams. Messages continued to be delivered multiple times even after campaigns were cancelled, resulting in a degraded user experience. We sincerely apologize for the inconvenience.

Duplicate Employee Communications Messages on Microsoft Teams

Oct <var data-var='date'> 1</var>, <var data-var='time'>17:09</var> UTC Resolved - This incident has been resolved. Oct <var data-var='date'> 1</var>, <var data-var='time'>16:11</var> UTC Monitoring - A fix has been implemented and we are monitoring the results. Oct <var data-var='date'> 1</var>, <var data-var='time'>15:56</var> UTC Update - We are continuing to investigate and identify a mitigation. We sincerely apologize for the ongoing disruption. Oct <var data-var='date'> 1</var>, <var data-var='time'>15:20</var> UTC Investigating - We're investigating an issue affecting the Moveworks Assistant in Microsoft Teams. Users report the bot entering a "thinking" state with no response. In some cases, users are not receiving responses as expected. We are actively working on resolving this issue and will provide updates shortly. We apologize for the inconvenience caused.

Moveworks Assistant in Microsoft Teams Not Responding

Sep <var data-var='date'>29</var>, <var data-var='time'>01:23</var> UTC Resolved - This incident has been resolved. Sep <var data-var='date'>28</var>, <var data-var='time'>22:06</var> UTC Update - Our engineering team has identified a likely cause of the intermittent error responses affecting a small number of users of the Moveworks Assistant on the EmployeeWorks web app. We applied a configuration change and we have not observed the error since then. We are continuing to monitor the results through the end of the day to confirm the issue is fully resolved. We will share another update once we have confirmed the fix or if we have more information. Sep <var data-var='date'>28</var>, <var data-var='time'>20:38</var> UTC Update - We are continuing to work on a fix for this issue. Sep <var data-var='date'>28</var>, <var data-var='time'>20:33</var> UTC Identified - We are investigating an issue affecting a small number of users of the Moveworks Assistant on the EmployeeWorks web app. Impacted users may receive the message "Looks like I am having some trouble responding to you now..." in response to their requests. The large majority of conversations are unaffected. Our engineering team has identified the component involved and is actively working on a fix. We will share another update as soon as remediation is underway or when we have more information. We apologize for the inconvenience and appreciate your patience.

Intermittent Error Responses in the Moveworks Assistant on EmployeeWorks Web App

Sep <var data-var='date'>26</var>, <var data-var='time'>12:36</var> UTC Resolved - The fix should now be reflected for everyone, allowing the incident to be closed out. Sep <var data-var='date'>15</var>, <var data-var='time'>19:18</var> UTC Update - Issue summary and resolution details from Microsoft: Issue: Some published Teams apps briefly displayed the app publisher's default icon instead of the custom icon/branding configured by the tenant admin. Root Cause: A recent platform change to how bot-based interactions authenticate could, in certain cross-tenant request paths, cause the service to look up the tenant's data in the wrong geographic region. When that lookup did not resolve, the service temporarily cached an incomplete view of the tenant's app-customization settings. While that cached view was in effect, affected apps fell back to the publisher's default icon rather than the configured custom branding. The actual configuration was never lost — it remained correct in the source of record; only the temporary cached copy was incomplete. Onset timeframe: Introduced with the bot PFT/POP rollout in the July timeframe. Exact rollout start/ramp dates are being confirmed with the partner team that owns the rollout. Resolution: We have corrected the region-resolution logic so tenant-specific data is always looked up using the tenant's own region, preventing the incomplete cached state. The fix is rolling out through our standard deployment pipeline. As caches refresh, affected apps return to displaying the configured custom icons automatically, with no action required on the customer's side. Customer impact / data safety: Display-only regression. No configuration was changed or lost, and there was no impact to data security or access control. Mitigation timeline: • Code review / validation complete: Thursday EOD (9/11) • Server-side fix deployed via regular deployment process: 9/24 • Client cache refresh (~24 hours after server deployment): +24h • Fully reflected for customers: 9/25 Recovery is automatic as caches refresh post-deployment; no action is required from the customer. Sep <var data-var='date'> 1</var>, <var data-var='time'>17:16</var> UTC Update - Microsoft's mitigation continues to roll out and we are monitoring propagation. Most users should see the correct custom logo restored. If any users are still seeing the default Moveworks logo, please capture a HAR file while reproducing the issue and share it with Moveworks Support. We will share additional updates as progress continues. Aug <var data-var='date'>20</var>, <var data-var='time'>16:39</var> UTC Monitoring - Microsoft has identified the root cause as a platform regression affecting app branding display in Teams. A mitigation has been deployed and is currently rolling out. Microsoft's engineering team continues to monitor the rollout and validate the fix. Users may see the correct custom logo restored as the mitigation propagates. No action is required on your side. We will continue to monitor and will share additional updates as progress continues. Aug <var data-var='date'>20</var>, <var data-var='time'>00:10</var> UTC Update - We have escalated this issue to Microsoft and are actively working with their team to address the issue. We will provide more details when they are available. Aug <var data-var='date'>19</var>, <var data-var='time'>14:21</var> UTC Identified - We're investigating an active issue where end users in Microsoft Teams are seeing the default Moveworks logo instead of their organization's custom bot logo, despite a custom icon being set in the app manifest. This appears to affect the bots published via the Teams App Store (store auth) rather than a single tenant. Logging out/back in or clearing the Teams cache resolves it for some users. Our engineering team is actively investigating and we will share more details as they become available.

Custom AI Assistant Logo Reverting to Moveworks Default (Microsoft Teams)

Sep <var data-var='date'>26</var>, <var data-var='time'>12:32</var> UTC Resolved - This incident has been resolved. Anyone still affected can follow the workaround steps shared previously. Sep <var data-var='date'> 4</var>, <var data-var='time'>13:09</var> UTC Identified - Workaround Available We have identified that, for some affected customers, the Available to setting for the Moveworks bot in the Microsoft Teams admin centre is set to No one. Restoring the appropriate availability has resolved the issue for some customers. Teams administrators can update this setting by following these steps: 1. Sign in to the Microsoft Teams admin centre. 2. Go to Teams apps → Manage apps and select the Moveworks bot. 3. Open the Users and groups tab. Alternatively, select No one (org-wide default) if it appears as a link. 4. Under Availability, select Edit availability. 5. Change Available to from No one to one of the following: Everyone — Select this if all users in the tenant should have access to the bot. This is the most common setting for Moveworks deployments. Specific users or groups — Select this to restrict access to particular security groups, Microsoft 365 groups, dynamic membership groups, or distribution lists. Search for and add the required users or groups. 6. Select Apply to save the change. Microsoft advises that availability changes can take up to 24 hours to apply to all users and, in rare cases, up to six days to appear in the Teams client. However, the change may take effect sooner. We are continuing to investigate the underlying cause and will provide further updates as more information becomes available. Sep <var data-var='date'> 4</var>, <var data-var='time'>12:17</var> UTC Investigating - We have been seeing issues with a few users being unable to send messages to the Assistant on Teams. They see the chat bar being greyed out, which shows a message: "You cannot send messages to this bot". We are investigating the issue and are also working with Microsoft internally. At a high level, it looks like a policy update has blocked this bot from being accessible. We will keep you posted on the updates.

Unable to send messages to the AI Assistant on MS Teams

Sep <var data-var='date'>23</var>, <var data-var='time'>16:33</var> UTC Resolved - This incident has been resolved. Sep <var data-var='date'>23</var>, <var data-var='time'>16:07</var> UTC Monitoring - A fix has been implemented and we are monitoring the results. Sep <var data-var='date'>23</var>, <var data-var='time'>14:57</var> UTC Identified - We're aware of an issue where some users can't load the Agent Studio plugins page. They see the message "You do not have the role needed to perform this action." The issue affects users without Super Admin access in some orgs. We've identified the cause, and a fix is being deployed now. We'll share an update once it's resolved. Thanks for your patience.

Agent Studio: Plugins page not loading for some roles

Sep <var data-var='date'>22</var>, <var data-var='time'>12:54</var> UTC Resolved - We have rotated the SSL certificate and confirmed that access to Moveworks Academy has been restored. Users should now be able to access the site without browser security warnings. Thank you for your patience. Sep <var data-var='date'>22</var>, <var data-var='time'>02:18</var> UTC Update - We are continuing to work with the relevant team to restore access to academy.moveworks.com. We apologize for the inconvenience. Sep <var data-var='date'>21</var>, <var data-var='time'>17:22</var> UTC Identified - We have identified an expired SSL certificate affecting access to Moveworks Academy. Users may encounter a browser security warning that prevents them from accessing the site. The issue has been escalated to the relevant team for certificate renewal. We will share further updates as they become available.

Moveworks Academy Access Issue

Sep <var data-var='date'>17</var>, <var data-var='time'>23:03</var> UTC Resolved - This incident has been resolved. Sep <var data-var='date'>17</var>, <var data-var='time'>21:46</var> UTC Monitoring - A fix has been deployed and we are currently monitoring the results. Sep <var data-var='date'>17</var>, <var data-var='time'>20:15</var> UTC Investigating - We are investigating an issue preventing scheduled knowledge ingestion jobs from running in the US region. As a result, the latest content may be delayed in being ingested. We apologize for the inconvenience. The Assistant remains available and functional. Other regions are unaffected.

Knowledge Ingestion Delays

Sep <var data-var='date'>16</var>, <var data-var='time'>18:14</var> UTC Resolved - A fix has been deployed and the Get Help options are now rendering as expected for all messages. Thank you for your patience, and apologies again for the disruption. Sep <var data-var='date'>16</var>, <var data-var='time'>17:40</var> UTC Identified - We have identified that this is impacting customers on the Frontier and Standard tiers of the Model Upgrade program. We are actively working on a fix and will provide further updates shortly. Sep <var data-var='date'>16</var>, <var data-var='time'>17:21</var> UTC Investigating - We are investigating an issue where any utterance that is identified as a greeting fails to render the help options on the Get Help page, leaving users unable to file a ticket or connect to a live agent. The Get Help tab opens but shows only the Chat Summary with no handoff options presented. We apologize for the inconvenience this is causing your users. Impacted Regions: All

Get Help options not appearing for greeting messages

Sep <var data-var='date'>10</var>, <var data-var='time'>08:19</var> UTC Resolved - This incident has been resolved. Sep <var data-var='date'>10</var>, <var data-var='time'>05:27</var> UTC Monitoring - A fix has been implemented, and we are monitoring the results. Sep <var data-var='date'>10</var>, <var data-var='time'>04:48</var> UTC Investigating - We are investigating an issue where users are not able to log in to the My Moveworks portal. We will keep you posted on the progress we make. We apologise for the inconvenience in the meantime.

My Moveworks portal login not working

Aug <var data-var='date'>21</var>, <var data-var='time'>17:20</var> UTC Resolved - The intermittent unresponsiveness of the AI Assistant in Microsoft Teams has been resolved. Responses have returned to normal, and we have confirmed stability through continued monitoring. No further action is required from customers. Aug <var data-var='date'>20</var>, <var data-var='time'>14:58</var> UTC Monitoring - Error rates on outbound calls to Microsoft Teams are declining and the Assistant is responding normally for most requests. We are continuing to monitor to confirm full recovery. Aug <var data-var='date'>20</var>, <var data-var='time'>14:55</var> UTC Investigating - We are seeing intermittent failures on outbound calls to Microsoft Teams, which may result in the Assistant not responding in Teams. There is currently an elevated volume of reported Microsoft Teams issues, and we are actively investigating whether this is the cause. Impact: Assistant messages in Microsoft Teams may intermittently fail to deliver, and users may not receive a reply. Impacted regions: All We will keep you posted with further updates.

Assistant not responding in Microsoft Teams

Aug <var data-var='date'>12</var>, <var data-var='time'>14:38</var> UTC Resolved - This incident has been resolved. Jun <var data-var='date'>23</var>, <var data-var='time'>17:52</var> UTC Update - Unily has confirmed a fix is being packaged. Once it's available, customers will need to upgrade to the patched version. We encourage impacted customers to reach out to Unily directly, and we'll share more details as we have them. Jun <var data-var='date'>23</var>, <var data-var='time'>09:15</var> UTC Identified - Permissions ingestion has been failing for Unily connectors. This is due to Unily deprecating their Permissions API, we are working with them to find a way forward. We will keep you posted on the progress. Until then, the newly added or updated permissions won't be ingested. We sincerely apologise for the inconvenience caused.

Permissions ingestion failing for Unily

Aug <var data-var='date'>12</var>, <var data-var='time'>14:38</var> UTC Resolved - This incident has been resolved. Aug <var data-var='date'>11</var>, <var data-var='time'>17:45</var> UTC Monitoring - We identified an issue affecting multiple customers where approval requests were processed successfully, but users encountered a “You don’t have access to the request” error when retrieving the updated record. Engineering has deployed a fix and is currently monitoring the system to ensure stability. We will share additional updates as they become available.

Issue Affecting Approval Requests

Aug <var data-var='date'>10</var>, <var data-var='time'>17:33</var> UTC Resolved - This incident has been resolved. Aug <var data-var='date'>10</var>, <var data-var='time'>12:53</var> UTC Monitoring - The fix has been implemented, the site is loading fine now, and we are continuing to monitor it. Aug <var data-var='date'>10</var>, <var data-var='time'>12:46</var> UTC Investigating - Our documentation site is currently down; we are working with the vendor to get it back up and running. We sincerely apologise for the inconvenience in the meantime.

Documentation site is down

Aug <var data-var='date'>10</var>, <var data-var='time'>13:41</var> UTC Identified - We have identified authentication failures affecting SharePoint Online integrations that use Microsoft App Store authentication, following Microsoft’s deprecation of the legacy ACS authentication method. As a result, legacy SharePoint knowledge ingestion will fail for affected customers. As an immediate workaround, please follow the SharePoint Online Azure App Registration guide. https://docs.moveworks.com/service-management/access-requirements/knowledge-base-systems/sharepoint-online-access-requirements-new-1#1-configure-azure-app-registration Engineering is working on a JWT-based update for Microsoft App Store authentication. We will share additional updates as they become available.

SharePoint Online Knowledge ingestion Authentication Issues

Aug <var data-var='date'> 5</var>, <var data-var='time'>22:15</var> UTC Resolved - This incident has been resolved. Jul <var data-var='date'>29</var>, <var data-var='time'>18:26</var> UTC Investigating - We are investigating reports of false alerts regarding connector credential expiry across multiple customer instances. What's happening: Some customers are receiving notifications that their connector credentials have expired or are invalid. Our investigation confirms that affected connectors are functioning normally and successfully authenticating. Impact: No service impact. All connectors are functioning normally and authenticating successfully. The alerts being triggered are false positives due to an ongoing backend issue. What we're doing: Our engineering team is actively investigating and working on a resolution. What you should do: If you see a connector credential expiry alert, please make an API call using the connector in API Playground to validate your credentials. If you receive a successful response, your connector credentials are working fine and no action is required. We'll notify you when this is fully resolved. We apologize for the confusion. Thank you for your patience.

Connector Credential Expiry False Alerts

Aug <var data-var='date'> 3</var>, <var data-var='time'>17:00</var> UTC Resolved - We identified an issue with CSAT surveys not going out for the mentioned week. We identified the issue and have fixed it; subsequent CSAT's should run as usual. We sincerely apologise for the inconvenience caused.

CSAT surveys not sent for the week of 7/28

Jul <var data-var='date'> 7</var>, <var data-var='time'>16:17</var> UTC Resolved - Our engineering team has resolved the issue. Logs in Moveworks Setup are now loading as expected. Thank you for your patience, and apologies again for the inconvenience. Jul <var data-var='date'> 7</var>, <var data-var='time'>15:39</var> UTC Investigating - We're aware of an issue affecting Moveworks Setup where logs are currently not loading, and our team is actively investigating. We apologize for the inconvenience. Impacted Region: US

Moveworks Setup — Logs Delayed or Not Loading

Jun <var data-var='date'>26</var>, <var data-var='time'>20:03</var> UTC Resolved - This incident has been resolved Jun <var data-var='date'>26</var>, <var data-var='time'>18:29</var> UTC Monitoring - A fix has been implemented and we are monitoring the results. Jun <var data-var='date'>26</var>, <var data-var='time'>18:09</var> UTC Identified - We have identified an issue affecting the testing of compound actions in Agent Studio, where users may see a "Failed to process custom action" error. A fix is currently being deployed. This issue is limited to the testing experience only — compound actions already running in the assistant are not affected. We'll share another update once the fix has been rolled out and verified.

Agent Studio — Compound Action Testing Failing

Jun <var data-var='date'>23</var>, <var data-var='time'>16:51</var> UTC Resolved - The fix has been rolled out for all impacted customers and this incident has been resolved. Jun <var data-var='date'>23</var>, <var data-var='time'>09:49</var> UTC Update - The fix has been rolled out to the majority of the affected customers; others will get the fix too shortly. We will keep you updated on the progress. Jun <var data-var='date'>22</var>, <var data-var='time'>18:59</var> UTC Monitoring - A fix has been implemented and we are monitoring the results. Jun <var data-var='date'>22</var>, <var data-var='time'>17:15</var> UTC Identified - We're aware of an issue causing degraded search retrieval for Knowledge Base articles and files. Affected customers may see incomplete or missing content in search results. Our engineering team has identified the issue and is actively deploying a fix. We apologize for the disruption and appreciate your patience as we work to resolve this. We'll share updates as remediation progresses.

Potential Search Retrieval Degradation

Jun <var data-var='date'>18</var>, <var data-var='time'>20:31</var> UTC Resolved - This incident has been resolved. Jun <var data-var='date'>18</var>, <var data-var='time'>15:21</var> UTC Monitoring - A fix has been implemented and we are monitoring the results. Jun <var data-var='date'>18</var>, <var data-var='time'>12:58</var> UTC Update - We are continuing to work on a fix for this issue. Jun <var data-var='date'>18</var>, <var data-var='time'>12:57</var> UTC Identified - We're aware of an issue affecting Jira ITSM customers where tickets are not being automatically updated or resolved via the assistant. This is occurring intermittently during the ticket finalization step. Our team has identified the root cause and is deploying a hotfix. We appreciate your patience and will provide a follow-up update once this has been fully resolved.

Jira ITSM – Intermittent Update and Resolution Failures

Jun <var data-var='date'>11</var>, <var data-var='time'>00:30</var> UTC Resolved - On June 10, 2026, between 5:15 PM and 6:24 PM PST, users in the US region experienced a loss of Enterprise Search within the AI Assistant. Our team identified and resolved the issue within the same hour. We apologize for the impact to your experience.

Enterprise Search Unavailable in AI Assistant — Resolved

Jun <var data-var='date'> 9</var>, <var data-var='time'>14:52</var> UTC Resolved - This incident has been resolved as of 6:30 AM PST. We apologize for any inconvenience this may have caused. Jun <var data-var='date'> 9</var>, <var data-var='time'>13:34</var> UTC Monitoring - We have successfully applied a fix and confirmed that the My Moveworks Portal is loading as expected. We will continue to monitor to ensure full stability is maintained. Thank you for your patience. Jun <var data-var='date'> 9</var>, <var data-var='time'>13:27</var> UTC Identified - We have identified the issue and are currently working on deploying a fix. We will provide another update once the fix has been applied. Jun <var data-var='date'> 9</var>, <var data-var='time'>13:03</var> UTC Investigating - We are currently investigating an issue that is preventing users from accessing the My Moveworks Portal. Our team is actively working to identify the root cause and restore full functionality as quickly as possible. We apologize for the inconvenience and will provide updates as our investigation progresses.

MyMoveworks Access Issue

Jun <var data-var='date'> 5</var>, <var data-var='time'>14:59</var> UTC Resolved - This incident has been resolved. Jun <var data-var='date'> 5</var>, <var data-var='time'>14:26</var> UTC Monitoring - A fix has been implemented and we are monitoring the results. Jun <var data-var='date'> 5</var>, <var data-var='time'>13:32</var> UTC Identified - We are seeing some improvement, but failures are still occurring. We are actively working on a fix and will continue to provide updates. Jun <var data-var='date'> 5</var>, <var data-var='time'>13:08</var> UTC Investigating - We are currently investigating an issue where the assistant is not serving answers from knowledge articles. We will provide updates as the investigation progresses.

AI Assistant Answers Degradation

May <var data-var='date'>29</var>, <var data-var='time'>07:00</var> UTC Resolved - The line breaks and bolding of the words were not being respected in the messages the Assistant was sending out, mainly the Employee Comms, Agent Studio messages.

Is Moveworks down?

Moveworks status is UP

Lastest published events

Duplicate Employee Communications Messages on Microsoft Teams

Moveworks Assistant in Microsoft Teams Not Responding

Intermittent Error Responses in the Moveworks Assistant on EmployeeWorks Web App

Moveworks Services, Components and Regions

Recent Moveworks events

Duplicate Employee Communications Messages on Microsoft Teams

Moveworks Assistant in Microsoft Teams Not Responding

Intermittent Error Responses in the Moveworks Assistant on EmployeeWorks Web App

Custom AI Assistant Logo Reverting to Moveworks Default (Microsoft Teams)

Unable to send messages to the AI Assistant on MS Teams

Agent Studio: Plugins page not loading for some roles