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Live support unavailable for merchants

Resolved incidentCritical

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Timeline

Incident updates

Every update on the official status source, oldest to newest, exactly as it appeared there.

  1. Investigating

    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.

  2. Investigating

    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.

  3. Identified

    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.

  4. Monitoring

    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.

  5. Resolved

    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.

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