Outage in Help Scout

Third Party SMS/Login Issues

Resolved Minor
November 04, 2022 - Started about 3 years ago - Lasted about 1 hour
Official incident page

Incident Report

Our third party SMS tool is experiencing an issue that may prevent the ability to log in for customers using SMS verification for 2FA. We’re actively monitoring the situation and will share updates as they become available. Thanks for your patience!
Components affected
Help Scout Web App Help Scout Mobile Apps

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Latest Updates ( sorted recent to last )
RESOLVED about 3 years ago - at 11/05/2022 01:30AM

Good news! The issue has now been resolved by our third party SMS provider and logging into Help Scout via 2FA/SMS is working as normal. Please feel free to reach out to Help Scout directly if you are still experiencing issues or have any questions for us.

MONITORING about 3 years ago - at 11/05/2022 01:07AM

Our third party SMS tool released a fix for the SMS issue and report that things are operational again. We will continue to monitor and follow their updates to let you know when it's been fully resolved. 🙌🏾

IDENTIFIED about 3 years ago - at 11/05/2022 12:39AM

We are continuing to work on a fix for this issue.

IDENTIFIED about 3 years ago - at 11/05/2022 12:38AM

Our third party SMS tool is experiencing an issue that may prevent the ability to log in for customers using SMS verification for 2FA. We’re actively monitoring the situation and will share updates as they become available. Thanks for your patience!

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