Salesforce has issued a new update on the ongoing Salesforce Gainsight security incident, confirming additional details about the unusual activity detected across Gainsight-published applications connected to the CRM platform.
The company reiterated that the incident stemmed from the app’s external integration with Salesforce rather than any vulnerability in the Salesforce core platform.
Salesforce Confirms Expanded Investigation
In its latest advisory, Salesforce stated that the unusual activity affecting Gainsight applications may have enabled unauthorized access to certain customers’ Salesforce data through the app-to-Salesforce connection. As part of its precautionary measures, Salesforce revoked all active access and refresh OAuth tokens associated with Gainsight-published applications and removed the apps from its AppExchange.
While initial communication referenced only three affected customers, Salesforce confirmed on November 21 that the list has expanded, and all newly identified impacted customers have been notified directly. Salesforce emphasized that a broader investigation is underway and continues to provide updates on its official Help portal.
Gainsight Products and Connectors Temporarily Impacted
According to Gainsight’s latest communication, several of its products, including Gainsight CS, Community (CC), Northpass (CE), Skilljar (SJ), and Staircase (ST), have been affected by Salesforce’s precautionary disconnection. Although the products remain operational, they are currently unable to read or write data to Salesforce.
In addition, several third-party connectors integrated with Gainsight, such as Gong.io, Zendesk, and HubSpot, have been temporarily disabled by their respective vendors out of an abundance of caution. Gainsight urged customers to rotate their S3 keys if they have not done so since November 20, 2025, as part of the secure log retrieval process.
No Indication of Salesforce Platform Vulnerability
Salesforce reiterated that there is no evidence suggesting the issue originated from a flaw within the Salesforce platform itself. Instead, the activity appears tied to the external OAuth-based connection between Gainsight applications and Salesforce environments. Crucially, Salesforce confirmed that while the OAuth tokens have been revoked, historical audit trails and logs remain intact, enabling full customer-led investigation efforts.
The company also strongly encouraged customers to conduct thorough log reviews using Setup Audit Trail, Event Monitoring logs, and API activity records. Salesforce referenced the Salesforce Log Analysis Guide to support customers in assessing potential compromise indicators.
Indicators of Compromise Published
As part of its transparency efforts, Salesforce shared a list of Indicators of Compromise (IOCs) associated with the threat activity. These include several user agents—such as python-requests/2.32.3 and Salesforce-Multi-Org-Fetcher/1.0—and dozens of IP addresses linked to suspicious access attempts. Gainsight echoed Salesforce’s recommendations and is conducting its own forensic review with support from independent investigators.
Both organizations confirmed that the Salesforce Gainsight security incident remains under active investigation. Gainsight has published a detailed timeline and continues to coordinate with Salesforce to determine the full impact. Customers seeking assistance have been directed to Salesforce Help and Gainsight Support for further updates.
