Plain Outage History

Started Oct 30, 2026, 10:29 AM UTC· resolved Oct 30, 2026, 11:17 AM UTC

1. investigating Oct 30, 2026, 10:29 AM UTC

   We're aware that reporting charts and metrics are showing incomplete data for activity since yesterday, October 29, around 13:30 CET. No messages or threads have been lost. Only the reporting views are behind. We're investigating and will post an update as soon as data is refreshing again.

2. identified Oct 30, 2026, 10:39 AM UTC

   We've identified the cause: the job that refreshes reporting data has been failing since yesterday, October 29, around 14:00 CET. No messages or threads have been lost, and only the reporting views are behind. The team is working on a fix, and once it's in, reporting will catch up within about an hour.

3. monitoring Oct 30, 2026, 10:47 AM UTC

   We've put a fix in place and the reporting data refresh is running again. Reporting views are catching up now, and we expect them to be fully up to date by around 11:30 UTC. No messages or threads have been lost. We'll post another update once reporting is current.

4. resolved Oct 30, 2026, 11:17 AM UTC

   Reporting data is fully caught up. The refresh finished at 11:08 UTC, and charts and metrics now include all activity since October 29, 12:30 UTC. No messages or threads were lost. Reporting is back on its normal hourly refresh.

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Started Oct 29, 2026, 03:29 PM UTC· resolved Oct 29, 2026, 03:49 PM UTC

1. monitoring Oct 29, 2026, 03:29 PM UTC

   Between 14:57 and 15:04 UTC, some requests to Plain failed or were slower than usual. During this time, parts of the Plain app, the API and customer help centers may have shown errors. Some incoming Slack messages and notifications were also processed with a delay of a few minutes.

2. resolved Oct 29, 2026, 03:49 PM UTC

   Between 14:57 and 15:04 UTC, some requests to the Plain app and API failed or were slow. On average, about 21% of requests failed, and the rate peaked at around 39% between 14:58 and 15:00 UTC. The issue is now resolved, and no data was lost. What was affected: • Plain app, GraphQL API and MCP: There were errors and delays for the whole window. • Chat widget: There were errors from 14:57 to 15:00 UTC. • Help Center: There were errors until 15:02 UTC. • Background processing: This was delayed but has fully caught up, and nothing was lost. • Webhook events were delayed by up to about 16 minutes and caught up by 15:15 UTC. • Search indexing was delayed by up to about 18 minutes and caught up by 15:19 UTC. • SLA processing was delayed by about 11 minutes. • Inbound Slack messages were delayed by about 8.5 minutes. • Notifications, workflows and inbound email were delayed by 3–4 minutes. We're sorry for the disruption. We'll share a follow-up once we've finished reviewing what happened.

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Started Oct 28, 2026, 05:20 PM UTC· resolved Oct 28, 2026, 06:54 PM UTC

1. identified Oct 28, 2026, 05:20 PM UTC

   We’re seeing failures across AI-powered features in Plain, including AI agents, AI-powered workflows, thread triage and thread fields. We’ve identified the cause and are working on a fix. Sending and receiving messages is not affected. We’ll share another update within 30 minutes, or sooner once this is resolved.

2. monitoring Oct 28, 2026, 05:23 PM UTC

   A fix has been applied and AI features are recovering. We’re monitoring closely and will share another update once we’ve confirmed everything is back to normal.

3. monitoring Oct 28, 2026, 05:43 PM UTC

   AI features are working normally again. We’re now processing actions that were delayed during the incident, so you may see some AI replies, workflow actions or thread field updates arrive later than usual. Nothing has been lost. We’ll confirm once everything has fully caught up.

4. resolved Oct 28, 2026, 06:54 PM UTC

   This incident is resolved. Between 9:51am and 10:20am PT, AI features in Plain (including Ari, Sidekick, AI workflows and thread fields) were unavailable or delayed, and some incoming Slack messages were delayed. This was caused by an issue with one of our third-party AI providers, which has been fixed. Any actions delayed during this window have been or are being processed automatically, with no action needed on your side. Sorry for the disruption.

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Started Oct 22, 2026, 12:39 PM UTC· resolved Oct 22, 2026, 12:56 PM UTC

1. identified Oct 22, 2026, 12:39 PM UTC

   We've identified an issue where Plain search isn't showing threads and messages created or updated since about 11:42 UTC. Conversations from before then still show up in search as normal, though search may be a little slower than usual. Nothing else is affected: new threads still arrive, and you can view, reply to, assign and update them as normal. Your views, filters and integrations work as usual. No data has been lost. Once the fix is in place, recent conversations will be added to search automatically.

2. monitoring Oct 22, 2026, 12:49 PM UTC

   We've found and fixed the cause of the issue, and search indexing is running again. Threads and messages created or updated over roughly the last hour are being added back to search now, and we've sped up processing to clear the backlog faster. Until it's fully caught up, a few of the most recent conversations may still be missing from search results. Nothing else was affected at any point: threads kept arriving and you could view, reply to and update them as normal. No data was lost. We're monitoring closely and will post again once search is fully up to date.

3. resolved Oct 22, 2026, 12:56 PM UTC

   This issue is now resolved and search is fully up to date. All threads and messages created or updated during the incident have been indexed and show up in search results as normal. Nothing else was affected at any point: threads kept arriving and you could view, reply to and update them as usual, and no data was lost. Sorry for the disruption, and thanks for your patience.

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Started Oct 14, 2026, 08:46 AM UTC· resolved Oct 14, 2026, 10:19 AM UTC

1. investigating Oct 14, 2026, 08:46 AM UTC

   We are investigating an issue where some thread events are being processed late. Affected threads may not update as expected, for example a thread may not be assigned or reopened, or an SLA timer may not stop when a reply is sent. Messages are still being received. We are working to identify the cause and will share an update as soon as we have more information.

2. investigating Oct 14, 2026, 09:09 AM UTC

   We're continuing to investigate delayed processing of some thread events. Affected threads may not update as expected. For example, a thread may not be assigned or reopened, an SLA timer may not stop when a reply is sent, or a snoozed thread may not move back to needing a response when a customer replies. Messages are still being received. We've found the part of our system that's blocked and are carefully working on a recovery, so that catching up doesn't trigger a burst of delayed actions. We'll share another update as soon as we have more information.

3. identified Oct 14, 2026, 09:43 AM UTC

   We've identified the cause. A single malformed record was blocking one of the queues we use to process thread events, which affects a small share of thread events (around 2%) across workspaces. Messages are still being received as normal. We're preparing to clear the backlog shortly, and when we do you may see a short burst of catch-up activity. We'll post another update once the backlog has been processed.

4. monitoring Oct 14, 2026, 10:04 AM UTC

   We've deployed a fix, and delayed thread events are now being processed. Affected threads are catching up, so you may still see some catch-up activity for a short while. Messages were received as normal throughout. We're monitoring closely and will post another update once everything has fully caught up.

5. resolved Oct 14, 2026, 10:19 AM UTC

   This issue is resolved. From 08:09 UTC on 13 October, a single malformed record blocked one of the queues we use to process thread events, which delayed a small share of thread updates across workspaces. Messages were received as normal throughout. We've deployed a fix and processed the delayed events, and everything is back to normal. If a thread still looks out of place, please get in touch and we'll take a look.

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Started Oct 08, 2026, 02:49 PM UTC· resolved Oct 08, 2026, 02:57 PM UTC

1. investigating Oct 08, 2026, 02:49 PM UTC

   Since 13:50 UTC, some Slack, Discord and Microsoft Teams messages have been late or missing in Plain. New messages are coming through again, and we're replaying the ones that were missed. Sidekick could have experienced some outages as well. Signing in, the Plain web app, email and the rest of the product aren't affected. We'll post another update once all missed messages have been delivered.

2. resolved Oct 08, 2026, 02:57 PM UTC

   This issue is resolved. Starting at 13:50 UTC, some Slack, Discord and Microsoft Teams messages were delayed or missing in Plain. Every affected message has now been delivered, and new messages are arriving normally. Email, the Plain web app and the rest of the product weren't affected. You don't need to do anything.

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Started Oct 07, 2026, 04:09 PM UTC· resolved Oct 07, 2026, 04:55 PM UTC

1. investigating Oct 07, 2026, 04:09 PM UTC

   Since 15:41 UTC, listing threads through the Plain MCP server fails with an error. The Plain app and API are working normally. We've identified the cause and are deploying a fix. We'll update this page once it's live.

2. identified Oct 07, 2026, 04:21 PM UTC

   We've found the cause and are rolling out a fix. Listing threads via the Plain MCP server will keep failing until it's live. The Plain app and API aren't affected.

3. monitoring Oct 07, 2026, 04:50 PM UTC

   We've deployed a fix, and listing threads via the Plain MCP server is working again. We're monitoring to make sure it stays that way.

4. resolved Oct 07, 2026, 04:55 PM UTC

   Listing threads via the Plain MCP server is working again. Between 15:41 and 16:45 UTC, these requests failed. The Plain app and API weren't affected. If your AI client still shows errors, start a new session and try again.

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Started Oct 07, 2026, 10:38 AM UTC· resolved Oct 07, 2026, 10:43 AM UTC

1. investigating Oct 07, 2026, 10:38 AM UTC

   We're investigating an issue that may prevent some customers from accessing or using Plain. We'll share more as soon as we know what's going on.

2. resolved Oct 07, 2026, 10:43 AM UTC

   This issue is resolved. It only affected the Plain web app frontend (signing in and using the app in the browser). Channel ingestion and the rest of the product kept working throughout. If the app still looks broken, refresh and try again.

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Started Sep 30, 2026, 03:16 PM UTC· resolved Sep 30, 2026, 04:05 PM UTC

1. investigating Sep 30, 2026, 03:16 PM UTC

   We're investigating a problem that can stop people from enabling Authorize replies or connecting Microsoft Teams. If you hit an error while authorizing Teams, our team is looking into it now. We'll post another update here as soon as we know more.

2. identified Sep 30, 2026, 03:22 PM UTC

   We've identified the issue affecting Microsoft Teams Authorize replies and new connections. A fix is being deployed now. We'll update this page once the change is live and we've confirmed connections work again.

3. monitoring Sep 30, 2026, 03:28 PM UTC

   The fix is deployed. We're verifying that Microsoft Teams Authorize replies and new connections work as expected, and we'll update this page once we've confirmed everything is back to normal.

4. resolved Sep 30, 2026, 04:05 PM UTC

   The fix for Microsoft Teams Authorize replies and Teams message failures is deployed and verified. New connections and replies should be working normally again. If you still see issues, contact us and we'll help right away.

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Started Sep 30, 2026, 12:28 PM UTC· resolved Sep 30, 2026, 12:34 PM UTC

1. investigating Sep 30, 2026, 12:28 PM UTC

   We're investigating an issue causing Sidekick to be unavailable. We'll post an update soon.

2. resolved Sep 30, 2026, 12:34 PM UTC

   Sidekick was unavailable from 12:26 to 12:34 UTC due to an issue on our side. We have now resolved this and Sidekick is back online.

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Started Sep 29, 2026, 04:40 PM UTC· resolved Sep 29, 2026, 05:25 PM UTC

1. identified Sep 29, 2026, 04:40 PM UTC

   Engineering has identified the root issue and is currently working on a fix.

2. monitoring Sep 29, 2026, 04:58 PM UTC

   A fix has been merged — engineering is currently waiting for it to be deployed to production.

3. resolved Sep 29, 2026, 05:25 PM UTC

   Playground functionality is fully restored

4. resolved Sep 29, 2026, 05:25 PM UTC

   Ari Playground functionality has been restored.

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Started Sep 22, 2026, 02:22 PM UTC· resolved Sep 22, 2026, 02:52 PM UTC

1. investigating Sep 22, 2026, 02:22 PM UTC

   We've identified an issue affecting different parts of the app. A deployment issue temporarily removed a required permission from our API, we're addressing this and will post an update soon.

2. resolved Sep 22, 2026, 02:52 PM UTC

   Between 14:09 and 14:51 UTC, some parts of Plain weren't working as expected due to a failed deployment that left our API missing a required permission. The deployment was rerun and the fix confirmed live. The issue is now fully resolved.

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Started Sep 18, 2026, 10:49 PM UTC· resolved Sep 18, 2026, 11:02 PM UTC

1. investigating Sep 18, 2026, 10:49 PM UTC

   The Pla

2. investigating Sep 18, 2026, 10:50 PM UTC

   The Plain app is down — our team is actively investigating.

3. investigating Sep 18, 2026, 10:56 PM UTC

   Plain is down due to a third party -provider. We are currently investigating.

4. resolved Sep 18, 2026, 11:02 PM UTC

   A third party provider experienced an outage which had downstream effects on our application. This has been resolved — service has been restored.

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Started Sep 18, 2026, 03:56 PM UTC· resolved Sep 18, 2026, 03:56 PM UTC

1. resolved Sep 18, 2026, 03:56 PM UTC

   Between 15:40 UTC and 15:55 UTC, we experienced a transient degraded performance on some of our internal services which impacted different components of Plain. This issue is now resolved. • app.plain.com, GraphQL (HTTP): Snoozing wasn't working. • Webhooks: Couldn't be sent during this period of time. Delayed for a minute. • Channels > Slack: Couldn't process inbound messages. Delayed for a minute. • Channels > Email: Couldn't send outbound messages. Delayed for a minute, and we've observed some duplicate sends. Inbound emails couldn't be processed for five minutes either. • Sidekick: Couldn't process messages. Delayed for a minute. No customer communications have been lost.

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Started Sep 17, 2026, 12:27 PM UTC· resolved Sep 17, 2026, 12:38 PM UTC

1. investigating Sep 17, 2026, 12:27 PM UTC

   We are currently investigating an incident causing degraded performance across parts of our platform, including elevated error rates and delayed processing. Some customers may experience slower response times or delays in certain background operations. Our team is actively investigating and working on a resolution. We will provide updates as more information becomes available.

2. resolved Sep 17, 2026, 12:38 PM UTC

   Between 12:19 and 12:37 UTC, some customers experienced degraded performance in Plain, including slow page loads, delayed API responses, and delayed live updates to threads. This was caused by a backend job consuming excessive database resources. We've applied a fix and confirmed performance has returned to normal. We're sorry for the disruption.

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Started Sep 16, 2026, 10:33 AM UTC· resolved Sep 16, 2026, 10:58 AM UTC

1. investigating Sep 16, 2026, 10:33 AM UTC

   We're currently investigating degraded performance in AI powered thread processing. If you have AI features enabled, you may see delays or missed updates to: • AI generated thread descriptions and categories • AI label assignment • AI priority setting • AI title updates • Autoresponder replies (some threads may not receive an automatic response) Core messaging, thread creation, and manual actions are unaffected. We've identified the cause and are working on a fix. We'll post another update shortly.

2. identified Sep 16, 2026, 10:39 AM UTC

   We've identified the cause of the degraded AI thread processing and are working on a fix. If you have AI features enabled, some threads may still see delays or missed updates to AI generated descriptions/categories, label assignment, priority setting, title updates, and autoresponder replies. Core messaging, thread creation, and manual actions remain unaffected. We'll update this page once the fix is deployed.

3. resolved Sep 16, 2026, 10:58 AM UTC

   This incident has been resolved. The underlying issue affecting AI thread processing has been fixed and we're now working through the backlog of affected threads. AI generated descriptions/categories, label assignment, priority setting, title updates, and autoresponder replies are back to normal.

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Started Sep 11, 2026, 02:31 PM UTC· resolved Sep 11, 2026, 03:56 PM UTC

1. monitoring Sep 11, 2026, 02:31 PM UTC

   We are currently experiencing delays with our Insights reporting. Some data shown in Insights may be stale. We are investigating with our data infrastructure provider and monitoring progress. No action is required on your end. We will update this as we learn more.

2. resolved Sep 11, 2026, 03:56 PM UTC

   The Insights data delays we experienced earlier today have been resolved. All reporting data is now up to date. We apologise for any inconvenience this caused.

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Started Sep 10, 2026, 10:12 AM UTC· resolved Sep 10, 2026, 10:59 AM UTC

1. investigating Sep 10, 2026, 10:12 AM UTC

   We are investigating an issue causing delays in webhook delivery. Some webhook events may be delivered later than expected or, in limited cases, not delivered at all.

2. monitoring Sep 10, 2026, 10:36 AM UTC

   We have identified the cause of the webhook delivery delays. A brief infrastructure disruption between 08:31 and 08:44 UTC caused a backlog of webhook events to build up. The disruption has resolved and our systems are actively processing the backlog.

3. resolved Sep 10, 2026, 10:59 AM UTC

   The webhook delivery backlog has cleared and all systems are operating normally. Webhook events are being delivered in real time.

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Started Sep 09, 2026, 09:48 AM UTC· resolved Sep 09, 2026, 10:19 AM UTC

1. investigating Sep 09, 2026, 09:48 AM UTC

   We are investigating a delay in webhook deliveries for some workspaces. Webhooks may be delivered later than expected or retried more than usual.

2. monitoring Sep 09, 2026, 10:08 AM UTC

   Webhook deliveries are processing normally. We are continuing to monitor queue throughput to confirm full recovery.

3. resolved Sep 09, 2026, 10:19 AM UTC

   Webhook deliveries have returned to normal. The backlog has been cleared and all deliveries are processing as expected.

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Started Sep 07, 2026, 09:44 AM UTC· resolved Sep 07, 2026, 01:31 PM UTC

1. investigating Sep 07, 2026, 09:44 AM UTC

   We’re currently investigating an issue causing Sidekick to be unavailable. Sidekick features may not load or respond as expected during this time. Other parts of Plain are unaffected. We’ll post another update within 30 minutes or as soon as we have more information.

2. identified Sep 07, 2026, 10:38 AM UTC

   We’ve identified a problem with our webhook processing pipeline that is preventing events from being handled correctly, which is in turn causing Sidekick to be unavailable. Customers may also see delays or failures in webhook delivery while this is ongoing. Our team is working on a fix, and we’ll post another update within 30 minutes or as soon as the situation changes.

3. investigating Sep 07, 2026, 10:46 AM UTC

   Sidekick has been restored and is working normally again. We’re still investigating whether other parts of Plain are affected. At this time, the only known remaining impact is delayed webhook delivery, where some events may take longer than usual to arrive. We’ll post another update within 30 minutes or as soon as we have more information.

4. monitoring Sep 07, 2026, 11:01 AM UTC

   We identified and resolved an issue where a high volume of internal events caused a processing backlog in our webhook delivery pipeline. As a side effect, some customers experienced unexpected automation behavior (including label changes) and delayed Sidekick responses during this window. We have applied a fix and are monitoring to confirm full recovery. No further action is needed on your end.

5. resolved Sep 07, 2026, 01:31 PM UTC

   This incident is now resolved. The webhook delivery backlog has fully cleared, Sidekick is operating normally, and webhook delivery has returned to normal latency. No further action is needed on your end. Thank you for your patience while we worked through this.

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Started Aug 31, 2026, 02:47 PM UTC· resolved Sep 04, 2026, 10:31 AM UTC

1. investigating Aug 31, 2026, 02:47 PM UTC

   Data being viewed in Insights will be delayed by around 1 hour.

2. identified Aug 31, 2026, 02:48 PM UTC

   We have identified the issue, and we're rolling out a fix.

3. resolved Sep 04, 2026, 10:31 AM UTC

   Insights are live again.

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Started Aug 27, 2026, 01:30 PM UTC· resolved Aug 27, 2026, 01:43 PM UTC

1. investigating Aug 27, 2026, 01:30 PM UTC

   We are investigating reports of an error appearing on page load. Reloading the page resolves the issue in most cases. We will provide an update shortly.

2. monitoring Aug 27, 2026, 01:36 PM UTC

   We have applied a fix and are monitoring to confirm full recovery. If you are still experiencing errors on page load, reloading the page should resolve it. We will provide a final update shortly.

3. resolved Aug 27, 2026, 01:43 PM UTC

   This incident has been resolved. The issue causing errors on page load has been addressed and service is back to normal. We apologize for any disruption.

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Started Aug 27, 2026, 12:31 PM UTC· resolved Aug 27, 2026, 12:51 PM UTC

1. investigating Aug 27, 2026, 12:31 PM UTC

   We are currently investigating an issue where snoozed threads are not being returned to the inbox at the expected time. Our team is actively looking into the root cause. We will provide another update shortly.

2. resolved Aug 27, 2026, 12:51 PM UTC

   This incident has been resolved. Snoozed threads that were delayed during this window are now being processed and returned to inboxes automatically. Root cause: A recent service migration introduced a permission boundary issue that prevented the un-snoozing process from running. No data was lost. We apologize for the disruption.

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Started Aug 26, 2026, 02:35 PM UTC· resolved Aug 26, 2026, 05:29 PM UTC

1. identified Aug 26, 2026, 02:35 PM UTC

   We have identified an issue causing delays in Slack notifications. The root cause has been pinpointed and our team is actively working on a targeted fix. Some customers may experience delayed notifications in the meantime. We will provide further updates as we make progress.

2. identified Aug 26, 2026, 03:38 PM UTC

   We have cleared the backlog of stuck notifications. Customers should now be receiving notifications again. We are working on a fix to prevent this from happening again and will update this page once it's in place.

3. identified Aug 26, 2026, 05:27 PM UTC

   We have complete the fix and there should be no more delays in notifications. We have completed follow up work to make sure this doesn't happen again.

4. resolved Aug 26, 2026, 05:29 PM UTC

   We have complete the fix and there should be no more delays in notifications. We have completed follow up work to make sure this doesn't happen again.

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Started Aug 24, 2026, 06:02 PM UTC· resolved Aug 24, 2026, 07:23 PM UTC

1. investigating Aug 24, 2026, 06:02 PM UTC

   A bulk update process via the API has created a slight backlog in our Slack notifications handler queue of about 15 minutes. No data has been lost/dropped.

2. resolved Aug 24, 2026, 07:23 PM UTC

   Slack notification frequency has recovered to normal levels.

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