Major incident

Yext: Hearsay Platform Errors

Affected: Hearsay Platform

Current status of Yext: Operational — live Yext status

Timeline

1. Jul 16, 2026, 13:08 UTC
   investigating
   We are investigating reports of errors in Hearsay Platform.
2. Jul 16, 2026, 13:10 UTC
   identified
   The issue has been identified and a fix is being implemented.
3. Jul 16, 2026, 13:52 UTC
   identified
   We are continuing to implement the fix and will provide another update as soon as more information is available.
4. Jul 16, 2026, 14:04 UTC
   monitoring
   A fix has been implemented and we are monitoring the results.
5. Jul 16, 2026, 15:05 UTC
   resolved
   This incident has been resolved.
6. Jul 21, 2026, 19:12 UTC
   postmortem
   # **Summary** On July 16, 2026, users were unable to access Yext via [my.hearsaysocial.com](http://my.hearsaysocial.com). The disruption began at 8:43 AM ET and was resolved at 9:56 AM ET, resulting in a total impact duration of approximately 73 minutes. APIs and automated integrations were not affected, and no customer data was lost or at risk. # **Root Cause** An infrastructure change caused the authentication service to be unable to access the configuration it needed to function, preventing user logins. Because many platform features depend on the authentication service, this failure propagated beyond login itself and caused errors across most of the application. # **Remediation** Our team identified the cause of the incident and restored service by reverting the infrastructure change. Service was fully restored at 9:56 AM ET. A permanent fix has since been implemented, and no temporary workarounds remain in place. To prevent recurrence, we are \(1\) improving our pre-production validation of infrastructure changes to confirm required configuration is in place before deployment, \(2\) updating the authentication service to degrade gracefully rather than fail completely when configuration is unavailable, and \(3\) strengthening our rapid-rollback process and exercising it on a regular basis.

Updates as published by Yext (original).