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Outage in Shopify

Some users are unable to connect with Live Support

Resolved Minor
October 20, 2025 - Started 6 months ago - Lasted about 5 hours
Official incident page

Incident Report

Some users are currently experiencing an issue where they are unable to connect with Live Support. Users are able to select the option to contact support and are then seeing a longer than expected wait time to connect.

The issue has been identified as coming from the ongoing issue with Amazon Web Services (AWS). In the meantime, you are able to use the documentation and automated assistant available in the Shopify Help Center.

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Latest Updates ( sorted recent to last )
MONITORING 6 months ago - at 10/20/2025 10:25PM

This issue has been resolved and is being monitored.

IDENTIFIED 6 months ago - at 10/20/2025 10:24PM

Continued issues are being experienced due to ongoing issue with Amazon Web Services (AWS). We will provide updates as they become available.

IDENTIFIED 6 months ago - at 10/20/2025 10:24PM

The issue has been identified as coming from the ongoing issue with Amazon Web Services (AWS).

We will provide updates as they become available.

INVESTIGATING 6 months ago - at 10/20/2025 10:24PM

Some users are currently experiencing an issue where they are unable to connect with Live Support. Users are able to select the option to contact support and are then seeing a longer than expected wait time to connect.

The issue has been identified as coming from the ongoing issue with Amazon Web Services (AWS). In the meantime, you are able to use the documentation and automated assistant available in the Shopify Help Center.

Latest Shopify outages

Merchants may experience issues when trying to access the Shopify admin - 3 days ago
Some merchants may experience delays or failures related to Shopify Flow and Webhooks - 4 days ago
Analytics and reports may not show updated information. - 8 days ago
Order details pages may not show fulfilled line item cards in Admin and POS - 8 days ago
Merchants may experience errors when using Shopify POS embedded apps - 25 days ago

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