Resolved We have received confirmation from our channel partner that the issue has been resolved, and Direct Messages (DMs) should now resume flowing into Sprinklr as expected.
Historical Message Recovery Following the resolution, Sprinklr will automatically recover messages missed during the disruption by retrieving up to the most recent 20 messages per conversation.
Please note that in high-volume conversations, messages older than the most recent 20 may not be recovered. We recommend reviewing TikTok directly if you believe additional messages may have been affected.
If you continue to experience issues or have any questions, please contact tickets@sprinklr.com.
Posted Aug 06, 2026 - 17:52 UTC
Update
We are continuing to investigate this issue.
Posted Jul 29, 2026 - 16:30 UTC
Investigating
We are aware of an issue impacting the retrieval of TikTok Direct Messages (DMs) for some accounts in Sprinklr. Our Product Team has escalated this to TikTok as a high-priority issue, and their teams are actively investigating. We understand the impact this may have and are closely monitoring the situation. We will continue to share updates as soon as additional information becomes available. Note: TikTok's Business Messaging API is currently not available in the European Economic Area (EEA), Switzerland, or the United Kingdom (UK). Accounts in these regions may be subject to this platform limitation.
Posted Jul 29, 2026 - 16:03 UTC
This incident affected: Other Social Channels (America (Prod), America (Prod2), America (Prod6), America (Prod8), EMEA (Prod3), EMEA (Prod5), EMEA (Prod15), EMEA (Prod16), EMEA (Prod17), EMEA (Prod18), APAC (Prod4), APAC (Prod11), EMEA (Prod19), America (Prod12), EMEA (Prod21)).