Outage in Shopify

Live chat support temporarily unavailable due to issue with tooling provider Twilio

Resolved Major
November 10, 2025 - Started about 20 hours ago - Lasted 28 minutes
Official incident page

Incident Report

Our live chat support is temporarily unavailable due to a technical issue with our tooling provider, Twilio. We are working with them to resolve this issue and will keep you updated.

Twilio is tracking the incident on their status page here: https://status.twilio.com/incidents/h8r790bym8xm

Visit the Shopify Help Center at https://help.shopify.com/ to access our help documentation in the meantime.
Components affected
Shopify Support

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Latest Updates ( sorted recent to last )
RESOLVED about 19 hours ago - at 11/11/2025 03:46AM

Twilio has implemented a fix that resolved the issue. The monitoring period has ended, and no further impact has been observed.

MONITORING about 20 hours ago - at 11/11/2025 03:19AM

Our live chat support is temporarily unavailable due to a technical issue with our tooling provider, Twilio. We are working with them to resolve this issue and will keep you updated.

Twilio is tracking the incident on their status page here: https://status.twilio.com/incidents/h8r790bym8xm

Visit the Shopify Help Center at https://help.shopify.com/ to access our help documentation in the meantime.

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