Major incident

Khoros: Khoros Care - Google My Business replies failing

Affected: Khoros Care app in Google Play Store

Current status of Khoros: Minor issues — live Khoros status

Timeline

1. May 20, 2026, 21:31 UTC
   investigating
   We are aware of an issue causing replies to Google My Business (GMB) reviews to fail. We are actively investigating this and will provide updates as they become available.
2. May 20, 2026, 23:05 UTC
   identified
   We have identified the issue causing Google My Business (GMB) reviews to fail, and our Engineering team are currently working on a fix.
3. May 21, 2026, 04:43 UTC
   monitoring
   A fix has been deployed to address the issue causing Google My Business review replies to fail in Khoros Care. We are actively monitoring the environment to ensure replies are processing as expected. If you continue to experience issues, please reach out to Khoros Support.
4. May 21, 2026, 12:58 UTC
   identified
   After continued monitoring, we found that the issue affecting Google My Business replies in Khoros Care is still ongoing, due to data consumed during the incident. We have identified the issue affecting some Google My Business replies and are actively working to restore reply publishing for impacted cases. We will share another update as soon as more information is available.
5. May 22, 2026, 03:09 UTC
   identified
   Our Engineering team is actively working on restoring reply publishing for impacted reviews. We will continue to provide updates as progress is made and share additional information as soon as it becomes available.
6. May 22, 2026, 10:23 UTC
   identified
   Work on restoring reply publishing for impacted reviews is ongoing. We will continue to provide updates as progress is made and share additional information as soon as it becomes available.
7. May 22, 2026, 20:00 UTC
   monitoring
   A fix has been implemented and we are monitoring the results.
8. May 24, 2026, 22:17 UTC
   resolved
   We are closing this incident as the fix has been implemented and the environment has been monitored successfully. The issue affecting Google My Business review replies in Khoros Care has been addressed, and reply publishing for impacted reviews has been restored. Our Engineering team completed the required remediation work and monitored the results to confirm that replies are processing as expected. If you continue to experience any issues with Google My Business replies, please contact Khoros Support for further assistance.

Updates as published by Khoros (original).