Hightouch incident
"Model not found" error appearing in app for some customers
Resolved after 26 minutes, affecting Reverse ETL and Customer Studio, on September 18, 2025.
A fix has been deployed for this UI issue.
Affected components
Update timeline
- identified Sep 18, 2025, 07:58 PM UTC
Some customers may see an message in the web app saying that a model could not be found and “may have been deleted”. This message was shown in error and can be disregarded - the models have NOT been deleted. We are rolling out a UI fix now. Apologies for the confusion.
- identified Sep 18, 2025, 08:15 PM UTC
Update: we are continuing to work on a fix for this UI issue. Some customers may see a misleading error stating that a model “may have been deleted.” This message is incorrect and can be safely disregarded.
- monitoring Sep 18, 2025, 08:24 PM UTC
A fix has been deployed for this UI issue.
- resolved Sep 18, 2025, 08:25 PM UTC
This UI issue has been resolved.
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