Service Incident - June 12, 2026 - SunCo | All Pods - Message sending issues in WhatsApp, Facebook and Instagram Messenger

Summary

On June 12, 2026, between 13:33 UTC and 16:30 UTC, AIR/Premier customers across multiple pods experienced an outage impacting messaging on Meta channels, including WhatsApp, Facebook Messenger, and Instagram Messenger. The majority of the reported issues came from WhatsApp users in the LATAM region.

Timeline

June 12, 2026 14:13 UTC | June 12, 2026 7:13 AM PT

We are aware of an issue impacting social messaging channels including WhatsApp, Facebook messenger and Instagram messenger. We are investigating.

June 12, 2026 14:23 UTC | June 12, 2026 7:23 AM PT

Our engineers are investigating the issue impacting social messaging channels. At the moment this appears to be a widespread Meta outage, and we will provide further updates when we hear more information from Meta. Thank you for your patience and understanding.

June 12, 2026 14:55 UTC | June 12, 2026 7:55 AM PT

We are still working with Meta on resolving the issue impacting Facebook, WhatsApp and Instagram messaging. We will provide an update as soon as we have new information to share.

June 12, 2026 16:27 UTC | June 12, 2026 9:27 AM PT

We unfortunately do not have any substantive updates to share from Meta while we monitor the situation impacting Meta social messaging channels. We will be sure to share any news we can as soon as it is available.

June 12, 2026 17:37 UTC | June 12, 2026 10:37 AM PT

We are pleased to hear that Meta has resolved the issue that was impacting Facebook, WhatsApp and Instagram social messaging channels. Our own monitoring shows full recovery. Thank you.

Root Cause Analysis

This incident was caused by a significant disruption on Meta’s platform, which prevented messages from being sent and received through WhatsApp, Facebook Messenger, and Instagram Messenger.

Resolution

To resolve the issue, we escalated the outage to Meta support as soon as their portal became accessible. Throughout the incident, we kept customers informed via status updates and direct communications. We continuously monitored system performance until Meta restored service, and we confirmed full recovery before closing the incident.

Remediation Items

No remediations in place as the issue originated from our partner provider.

FOR MORE INFORMATION

For current system status information about Zendesk and specific impacts to your account, visit our system status page. If you have additional questions about this incident, contact Zendesk customer support.