Critical incident

Yext: Reviews Service Unavailable

Affected: Review Response, Reviews Portal

Current status of Yext: Operational — live Yext status

Timeline

1. Jul 14, 2026, 09:45 UTC
   investigating
   We are investigating reports that the reviews-related pages in the Customer Portal are unavailable.
2. Jul 14, 2026, 10:13 UTC
   identified
   We identified the issue, implemented a fix, and restored service to reviews-related pages.
3. Jul 14, 2026, 10:35 UTC
   monitoring
   We will continue to monitor the system closely and develop additional preventative measures.
4. Jul 14, 2026, 11:30 UTC
   resolved
   This incident has been resolved.
5. Jul 17, 2026, 09:00 UTC
   postmortem
   # **Summary** On July 14, 2026, an error caused a service disruption that prevented customers from viewing reviews, responding to reviews, generating review responses in the Customer Platform UI, and managing review responses through the Management API. The disruption began at 5:43 AM ET, was detected by automated monitoring at 5:48 AM ET, and was resolved at 6:13 AM ET, resulting in a total impact duration of approximately 30 minutes. # **Root Cause** A service update introduced support for a new review response integration. This update was the first to depend on an internal configuration that had not yet been established for the affected service, causing that service to fail during startup. Because certain related services lacked certain fallback behavior, the failure propagated beyond the new integration itself and caused both the review monitoring and review response pages in the Customer Platform UI, as well as review response management through the Management API, to return errors. # **Remediation** Our team identified the cause of the incident and restored service by reverting the update that introduced the issue. Service was fully restored at 6:13 AM ET. A permanent fix has since been implemented, and no temporary workarounds remain in place. ‌ To prevent recurrence, we are \(1\) isolating integration-specific failures so that a single unhealthy integration cannot disrupt these pages, \(2\) adding graceful fallback behavior so the pages remain usable when a single capability is unavailable, and \(3\) strengthening our pre-release validation to confirm that required configuration is in place before a new feature is deployed.

Updates as published by Yext (original).