disappearing messages

[Yvette401]

Hi,
A whole thread of messages between myself and a confirmed booked guest have disappeared. I have verified that I am in "Hosting" mode and they are gone. All of them except the one from today. This thread was somewhat contentious as I was asking the guest to add the profile of all her party to the reservation. The original messages were left for more than 24 hours so I know this wasn't the 24 hour unsend messages option that disappeared these messages. If I didn't still have the email notification that Airbnb sends, I would have no record of the conversation that has gone on between this guest and myself. Does anyone know why/how this happened?

Thanks,

Yvette

[Josh343]

This has happened to my account as well. I saw a message from a guest come through asking about something left behind then when i tried to read it, it wasn't there. I tried searching and no luck. When I visit Airbnb on my computer some messages read "open to see latest messages" and when I do there is nothing there, not even my automated or welcome messages.

[Yvette401 · Accepted solution]

Hopefully all will be restored for us both when the global outage is sorted out. 

[Joan2709]

@Yvette401 @Joelle43 

Possible related to the Amazon Web Services Outage?

https://abcnews.go.com/Business/widespread-internet-outage-aws-monday/story?id=126672671

[Joan2709]

@Yvette401 

Hmmm.. a few possible ideas:

The guest maybe used "report this message" (you said they were contentious) using the "Flag this message" icon in the thread

You can also search the archived messages to see if it was moved there:

Since @Josh343 is reporting something similar, possible bug?

If you feel a message may be important to keep for possible issues later, or contains important information you may need to refer to, always save a screen shot of the message as guests/hosts can edit and delete messages now.

[Yvette401]

Thank you for taking the time to reply with these details. I'm hoping it is simply a matter of the global internet outage and all will be restored soon.  

[Joelle43]

Hello @Yvette401 @Joan2709 @Josh343 

I too had issues this morning and managed to get through to CS who tell me that there is a global problem with the Airbnb server and that the tech department are on it.

I am logged out of my computer for the next 24 hours but can access my messages through my phone and my host account.

[Joan2709]

Thanks @Joelle43 !

[Yvette401]

Thank you. I did hear about the global internet outage and wondered if that might be at play. 

[Lucy1166]

This happened to me too.  I was going through my Inbox starring anything that I needed to go back to and, instead of starring them, the messages just disappeared.  I checked and they were not archived by mistake.  They were all message threads for upcoming bookings and I have realised that I can still access the message threads through the upcoming reservations page and clicking on the 'message' button.  It's not an ideal situation though and I am hoping they can restore them to the Inbox.

It was almost definitely due to the AWS outage, I'm sure, as it happened at exactly the same time, although I only found that out later.