Major incident

Dixa: Intermittent issues with Instagram messaging

Affected: Facebook Messenger & Instagram

Current status of Dixa: Operational — live Dixa status

Timeline

1. Oct 28, 2026, 10:48 UTC
   investigating
   We’re investigating intermittent issues affecting incoming and outgoing Instagram messages in Dixa. Only some Instagram connections are affected, and Facebook Messenger is working as expected. We recommend checking whether your Instagram messages are coming through as usual. If they aren’t, please manage those conversations directly in your Meta account for now. Reconnecting your Instagram page to Dixa won’t resolve the issue at this time. We’ll share an update as soon as we have more information.
2. Oct 30, 2026, 10:37 UTC
   identified
   We’ve identified the cause of the intermittent issues affecting incoming and outgoing Instagram messages in Dixa. The issue is on Meta’s side and affects Instagram message delivery for some third-party connected accounts. Meta’s engineering team is actively working on a fix, and we’re in close contact with them. We’ll share an update as soon as Meta confirms a resolution.
3. Oct 30, 2026, 15:24 UTC
   monitoring
   Meta has informed us that the issue affecting Instagram message delivery for some connected accounts has been fixed, and our own testing confirms that incoming and outgoing Instagram messages are flowing through Dixa again. We’re keeping this incident open while we monitor to make sure the fix holds. If you were affected, please check that new Instagram messages are arriving in Dixa as expected. Messages received while the issue was ongoing (since 28 October) may not have reached Dixa, so we recommend reviewing your Instagram inbox directly in Meta for any conversations from that period. If you’re still seeing issues, please contact Dixa Support.
4. Oct 30, 2026, 16:24 UTC
   resolved
   All known issues to this incident have been resolved. We thank you for your patience and cooperation. Post mortem about this incident will be posted within 5 business days.
5. Nov 4, 2026, 11:08 UTC
   postmortem
   ## Summary Between 20 and 30 October 2026, some Instagram direct messages sent to our customers never reached Dixa. Meta, the company behind Instagram, had a fault that stopped it from passing these messages on to us. Meta confirmed the fault and fixed it on 30 October. Almost all affected accounts are receiving messages again. ## Who was affected The problem affected Instagram direct messages only. All other channels, including Facebook Messenger, worked normally. A small number of Instagram accounts stopped receiving messages. Some others received only part of their messages. When a message did not arrive, no conversation was created in Dixa, so your agents could not see it or reply to it. No messages were sent to the wrong place, and no data was exposed. Some affected accounts also had trouble sending replies on Instagram. This was a separate issue on Meta's side. ## Timeline All times are Copenhagen time. | Date | What happened | | --- | --- | | 20 October | The first Instagram account stopped receiving messages. Over the next week, more accounts followed. | | 27 October | Customers reported missing Instagram messages to our Support team. Our engineers started investigating the same day. | | 28 October | We conclued that Instagram was not sending us any messages for the affected accounts, and contacted Meta. | | 29 October | Meta confirmed the fault was on their side. | | 30 October, 07:24 | Messages started arriving again. | | 30 October, 15:12 | Meta confirmed the fault was fixed. | | 3 November | Most accounts are receiving messages again. We are working with Meta on the remaining accounts. | ## Why it happened When someone sends a direct message to your Instagram account, Instagram passes it on to Dixa. A fault on Meta's side stopped this for some Instagram accounts. Instagram simply stopped sending us the messages, so Dixa had nothing to receive. We carried out a thorough review of our own systems and found no issues. Dixa remained ready to receive messages throughout the incident, and no changes had been made on our side. Meta confirmed this on 29 October. It took a week to spot. Our monitoring looked for errors, and messages that never arrive do not cause errors. Many of the affected Instagram accounts also receive few messages, so a quiet inbox did not stand out as unusual. ## What we did * Checked all of our own systems to rule out a problem on Dixa's side. * Added extra tracking so we could see exactly which accounts were not receiving messages. * Reported the problem to Meta with detailed evidence and pushed for a fix. * Advised affected customers not to reconnect their Instagram accounts, on Meta's advice, as it would not help. As the fault originated within Meta’s systems, it was not something we were able to resolve directly. Meta implemented a fix on 30 October. ## What we are changing While we cannot prevent faults within Meta’s systems, we can significantly reduce the time it takes to detect them. To that end, we are introducing the following improvements: * **Automatic alerts.** We will be alerted when an Instagram or Facebook account that usually gets messages suddenly stops getting them. This means we can act before you notice. * **Better records.** We now keep a record of every message notification Meta sends us. This lets us show Meta exactly what is missing and get faster answers. * **Faster escalation.** We have found the quickest way to reach Meta's engineers and will use it first next time. ## What you should do now * **Check Instagram directly.** Messages sent to you between 20 and 30 October may be missing from Dixa. Open your Instagram inbox to find and answer them. * **No need to reconnect.** Your Instagram connection to Dixa does not need to be changed. * **Contact us if something looks wrong.** If your Instagram messages still are not arriving in Dixa, please contact Dixa Support. A small number of accounts are still affected, and we are working with Meta and the custome

Updates as published by Dixa (original).