{
  "meta": {
    "version": "v1",
    "pricing": {
      "public": {
        "label": "Public",
        "description": "Read-only API access for lightweight status checks and public integrations."
      },
      "premium": {
        "label": "Premium",
        "description": "API keys with higher hourly quotas, plus Slack, Teams, Discord, webhook, and email outage alerts across your vendor stack."
      }
    },
    "generatedAt": "2026-08-21T22:47:43.128Z"
  },
  "data": {
    "id": "incident_statuspage_shopify_r5x8gw0c8gwm",
    "slug": "shopify-live-support-unavailable-for-some-merchants-2026-08-19",
    "title": "Live support unavailable for merchants",
    "summary": "Live support unavailable for merchants",
    "status": "resolved",
    "severity": "critical",
    "startedAt": "2026-08-19T23:21:00+00:00",
    "updatedAt": "2026-08-20T01:08:20.188+00:00",
    "resolvedAt": "2026-08-20T01:08:18+00:00",
    "provider": {
      "slug": "shopify",
      "name": "Shopify"
    },
    "affectedServices": [],
    "links": {
      "html": "/incidents/shopify-live-support-unavailable-for-some-merchants-2026-08-19",
      "api": "/api/v1/incidents/shopify-live-support-unavailable-for-some-merchants-2026-08-19",
      "providerHtml": "/providers/shopify",
      "alerts": "https://outagedeck.com/account?stack=shopify&utm_source=api&utm_medium=response&utm_campaign=api_alerts&utm_content=incident"
    },
    "impactSummary": "Shopify reported a critical event for the affected tracked services.",
    "source": {
      "id": "source_shopify_status",
      "kind": "official_api",
      "name": "Shopify Status",
      "checkedAt": "2026-08-21T22:40:15.87+00:00",
      "officialUrl": "https://www.shopifystatus.com",
      "statusPageUrl": "https://www.shopifystatus.com"
    },
    "updates": [
      {
        "id": "update_statuspage_shopify_r5x8gw0c8gwm_3kjc6t6gxn71",
        "status": "investigating",
        "body": "We’re investigating an issue preventing merchants from connecting with live support by phone or chat. Merchants may experience long wait times or may not reach a support specialist. This issue is affecting all live support queues. We'll provide an update when more information is available.",
        "createdAt": "2026-08-19T23:21:30.005+00:00"
      },
      {
        "id": "update_statuspage_shopify_r5x8gw0c8gwm_kvxqmjsx4j6g",
        "status": "investigating",
        "body": "We’re investigating an issue preventing merchants from connecting with Live Support by phone or chat. Merchants may experience long wait times or may not reach a support specialist. This issue is affecting all live support queues. We'll provide an update when more information is available.",
        "createdAt": "2026-08-19T23:22:37.083+00:00"
      },
      {
        "id": "update_statuspage_shopify_r5x8gw0c8gwm_y8hjn15c31yj",
        "status": "identified",
        "body": "We've identified the root cause as an outage at Twilio, a service Shopify uses to connect live support calls and chats. Merchants may experience long wait times or be unable to connect with a specialist. Updates are available at status.twilio.com. We'll provide another update when we have more information to share.",
        "createdAt": "2026-08-19T23:34:15.731+00:00"
      },
      {
        "id": "update_statuspage_shopify_r5x8gw0c8gwm_fwlxgwkcmc0l",
        "status": "monitoring",
        "body": "Twilio is deploying a fix and we're starting to see live support connections recover. Some merchants may still be unable to connect with a specialist by phone or chat. We'll continue monitoring and provide another update when the issue is fully resolved.",
        "createdAt": "2026-08-19T23:54:36.34+00:00"
      },
      {
        "id": "update_statuspage_shopify_r5x8gw0c8gwm_qm6kvnssnrzm",
        "status": "resolved",
        "body": "The issue affecting live support by phone and chat due to a Twilio outage is now fully resolved. Merchants can now connect with live support without issue. Our monitoring period  has ended, and we have observed no further impact.",
        "createdAt": "2026-08-20T01:08:19.35+00:00"
      }
    ],
    "access": {
      "plan": "public",
      "keyed": false
    }
  }
}