Live support unavailable for merchants
Incident Lifecycle
Affected Components
Support
Incident Timeline
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.
Aug 19, 2026 at 11:54 PM UTC
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.
Aug 19, 2026 at 11:34 PM UTC
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.
Aug 19, 2026 at 11:22 PM UTC
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.
Aug 19, 2026 at 11:21 PM UTC
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