UPDATE - November 5, 2021
In order to restore messages that were sent on November 1, but were temporarily removed after the Messenger outage on Tuesday, our system had to send a 'trigger' message ("Messenger notification - Conversation updated") to move the November 1 Conversations back into the inbox. Please ignore the system message or delete it. You will get notifications for any message that you didn't read on November 1. You have not lost a message by receiving or appearing to send this trigger message. It is not from the other RHP user and nor did you send one to the other user.
Shortly, this message will be removed and you will see ‘This messages has expired’ in its place. Again, this is not an indication that you have had a personal message from another user deleted, or vice versa.
Notifications/Badge Count - Please note that notifications for images messages and private album access sent on November 1 may persist for some time. These unread messages are appearing in your inbox and being noted as new, even though they will look as if they have been read. To find these 'unread' messages and clear those notifications on the mobile site or app please visit Messenger > Click the ‘matching conversations’ dropdown, then select ‘unread’. To do so on the desktop site please visit Messenger > Click the dropdown that says ‘Show: all’ and select ‘unread.’
Once you click on those message, the notifications will disappear.
Inbox Order - Some App users have noted that their inbox appears in reverse chronological order. This will most likely happen if you open a message from a pop-up or push notification. If you go to your Messenger area to check messages, then the inbox is not changed. Our technical team will be looking at why this is occurring but for the time being, please log out and log back into your account if your inbox changes order, and try not to use the pop-ups or notifications to open a message. Again, we will update the FAQ once we have a better idea of when this may be fixed.
Thank you once again for patience.
UPDATE 11PM AEDST (November 2, 2021)
We thank you for your continued patience. Today’s outage was unexpected and we fully appreciate the frustration caused by Messenger not functioning. What we anticipated to be a relatively simple fix ended up requiring a major backup of our system which took most of the day. Messenger is now running as usual and we hope you’ve taken the opportunity to catch up on messages.
Some users may note that yesterday’s messages have not been restored but we expect to achieve this in due course. We chose to work on getting Messenger running first.
We don’t wish to bore you with the technical aspects of what happened but our tech team worked as fast as possible to find a solution. Once again, we thank you your patience and understanding.
We will continue to update our members via this FAQ, should we not be able to respond to all enquiries via our support ticket system in a timely manner.
If Messenger is not connecting no matter what you do, then it's likely there is an issue on our end and we are looking into it. The disconnection is usually temporary and rectified with a server reboot.
Please note that your messages are NOT deleted and are stored safely.
We will advise our members if we expect the issue to be ongoing but we look forward to getting everyone connected very soon.