Live support unavailable for merchants

Summary

Live support unavailable for merchants

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.

• Started

  Aug 19, 2026 · 7:21 PM

• Resolved

  Aug 19, 2026 · 9:08 PM

• Duration

  1h 47m

• Severity

  Critical

• ◐

  Investigating

  Aug 19 · 7:21 PM Shopify

  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.

• ◐

  Investigating

  Aug 19 · 7:22 PM Shopify

  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.

• ◆

  Identified

  Aug 19 · 7:34 PM Shopify

  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.

• ◉

  Monitoring

  Aug 19 · 7:54 PM Shopify

  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.

• ✓

  Resolved

  Aug 19 · 9:08 PM Shopify

  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.