Outage in Shopify

Some users are unable to connect to Live Support

Resolved Major
July 14, 2025 - Started 3 months ago - Lasted about 2 hours
Official incident page

Incident Report

Some users attempting to connect with Live Support are unable to do so. This is due to an issue with our provider, Twilio.

Users are still able to access our Help Center Assistant for support.
Components affected
Shopify Support

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Latest Updates ( sorted recent to last )
RESOLVED 3 months ago - at 07/14/2025 07:10PM

The issue impacting connecting to Live Support is resolved, and users are now able to access this as usual.

MONITORING 3 months ago - at 07/14/2025 06:05PM

We are continuing to monitor recovery. If you are still experiencing issues connecting to Live Support, please refresh the page and initiate a new request.

MONITORING 3 months ago - at 07/14/2025 05:53PM

Twilio has identified and addressed the issue and we are now seeing new Live Support conversations connecting. We will continue to monitor recovery.

IDENTIFIED 3 months ago - at 07/14/2025 05:13PM

We've identified that cause to be an ongoing issue with Twilio, as shown on their Status Page: https://status.twilio.com/.

INVESTIGATING 3 months ago - at 07/14/2025 05:12PM

Some users attempting to connect with Live Support are unable to do so. This is due to an issue with our provider, Twilio.

Users are still able to access our Help Center Assistant for support.

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