Identified - On the evening of October 22, Salesforce experienced a service incident that disrupted logins across many instances (Salesforce Trust incident 20004512). Salesforce has since restored service.
As a result, some Backstory customers lost their Salesforce connection, and an administrator will need to re-authorize the Salesforce integration user before data resumes flowing. This will not recover automatically.
Who is affected: A subset of customers. We are contacting the administrators of affected instances directly.
How to check: In the Backstory Admin Panel, open the Sync Log. If there have been no successful Salesforce syncs since October 22, you'll need to re-authorize.
What to do: Re-authorize your Salesforce integration user by following the steps in our Help Center:
https://help.backstory.ai/en/articles/16985967-action-required-re-authorize-your-salesforce-integration-following-the-salesforce-outage.
Once reconnected, pending updates will sync automatically.
Please act soon: Salesforce retains deleted-record information for a limited time. Reconnecting promptly ensures records deleted in Salesforce during the disconnect are also removed from Backstory.
If you need help, contact support@backstory.ai or your Customer Success Manager.
Oct 23, 2026 - 07:20 PDT
As a result, some Backstory customers lost their Salesforce connection, and an administrator will need to re-authorize the Salesforce integration user before data resumes flowing. This will not recover automatically.
Who is affected: A subset of customers. We are contacting the administrators of affected instances directly.
How to check: In the Backstory Admin Panel, open the Sync Log. If there have been no successful Salesforce syncs since October 22, you'll need to re-authorize.
What to do: Re-authorize your Salesforce integration user by following the steps in our Help Center:
https://help.backstory.ai/en/articles/16985967-action-required-re-authorize-your-salesforce-integration-following-the-salesforce-outage.
Once reconnected, pending updates will sync automatically.
Please act soon: Salesforce retains deleted-record information for a limited time. Reconnecting promptly ensures records deleted in Salesforce during the disconnect are also removed from Backstory.
If you need help, contact support@backstory.ai or your Customer Success Manager.
Oct 23, 2026 - 07:20 PDT
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