Twilio Outage History

Twilio's User Authentication Identity Gateway API experienced increased failures and high latency specifically for T-Mobile users in the United States, affecting the Lookup SIM Swap and Legacy Identity MatchAndAttributes components. The incident lasted 1.5 hours before service was restored to normal operation.

Twilio experienced SMS delivery delays affecting multiple mobile networks across several European countries, initially starting with Orange and Digi networks in Romania before expanding to include networks in Serbia, Poland, Bosnia and Herzegovina, and Cabo Verde. The incident lasted approximately 159 hours, with other affected European countries recovering earlier in the timeline while the five mentioned countries remained impacted until the end. The issue was fully resolved with SMS delivery returning to normal operations across all affected networks and regions.

Twilio experienced increased API failures in their User Authentication Identity Gateway for the PacificEast region in the United States, affecting the Lookup Identity Match and Legacy Identity MatchAndAttributes components. The incident lasted 3.2 hours, during which customers experienced service disruptions with these authentication services. The team identified the root cause and successfully resolved the issue, restoring normal operations.

Twilio investigated reports of customers being unable to select addresses from a dropdown menu during phone number purchases in the Twilio Console. The issue affected the phone number purchasing process for approximately 1.4 hours. The incident was ultimately determined to be a false positive, with all services operating normally.

Twilio experienced a 2.8-hour incident where customers were not receiving RCS messages from iOS users in conversation threads older than a few minutes, with messages failing to arrive until an outbound message was sent first. The issue was identified as a third-party vendor problem affecting inbound RCS message delivery specifically for iOS devices. Engineers implemented a fix through the vendor and confirmed full service restoration after monitoring the recovery.

Twilio's monitoring systems detected a potential issue with their Flex service, prompting an immediate engineering investigation. The incident affected a small subset of customers who were individually contacted regarding the impact. The issue was fully resolved within 20 minutes with all systems returning to normal operation.

Twilio experienced intermittent call failures when attempting to connect voice calls to multiple networks in Spain, affecting their Voice service in the Europe region. The issue lasted 6 hours while engineers worked with carrier partners to resolve the connectivity problems. Service was restored to normal functionality after monitoring confirmed full recovery from the call failures.

Twilio experienced SMS delivery delays to Telenor network subscribers in Pakistan, affecting customers sending messages through Twilio's SMS service in the APAC region. The incident lasted 4.1 hours, during which SMS messages to Telenor users experienced significant delivery delays. The issue was identified, resolved, and SMS delivery to Telenor Pakistan returned to normal operations.

Twilio experienced an intermittent issue with their support ticket submission page on help.twilio.com that prevented users from submitting support tickets normally. The Customer Support Center was affected for 2.4 hours, with engineers providing a temporary workaround of refreshing the page before deploying a permanent fix. The issue was resolved and the support ticket submission system returned to normal operation.

Twilio's User Authentication Identity Gateway API experienced increased failures and high latency specifically for T-Mobile users in the United States over a 5.3-hour period. The incident affected Lookup SIM Swap and Legacy Identity MatchAndAttributes services, causing authentication issues for customers using T-Mobile as their carrier. The service recovered naturally and Twilio monitored stability before declaring the incident resolved.