Kinsta experienced a major incident on October 20, 2025 affecting Kinsta support system, lasting 19h 5m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Oct 20, 2025, 06:58 AM UTC
We are currently experiencing issues with our chat system and we are not able to respond. Please contact us via [email protected] and we'll respond as soon as possible.
- investigating Oct 20, 2025, 09:50 AM UTC
The issue is still ongoing. While our chat system is up and the situation is improving, we are still having difficulties communicating properly as some messages are sent or received with a delay or not sent/received at all. We appreciate your patience!
- identified Oct 20, 2025, 12:35 PM UTC
We're still experiencing degraded performance with our chat system, therefore, some messages might be delayed. The provider for our Chat System, Intercom, is affected by AWS outage which has affected many services globally. The AWS is working on resolving the issue: https://health.aws.amazon.com/health/status
- identified Oct 20, 2025, 02:32 PM UTC
We are still experiencing degraded performance with our support system, so responses to emails and chats may be delayed. Our chat provider Intercom is still attempting to recover from the AWS outage that is affecting many services globally, and AWS is still working on a permanent resolution. AWS status page: https://health.aws.amazon.com/health/status Intercom status page: https://www.intercomstatus.com/us-hosting
- identified Oct 20, 2025, 04:53 PM UTC
We are still experiencing extreme performance degradation with our support system, so responses to emails and chats will be delayed. Our chat provider Intercom is still attempting to recover from the AWS outage that is affecting many services globally, and AWS is still working on a permanent resolution. The AWS outage also appears to have affected non-Kinsta services, such as licensing requests for BuddyBoss and LearnDash plugins, and sites with those plugins may be experiencing 502 or 504 gateway errors. AWS status page: https://health.aws.amazon.com/health/status Intercom status page: https://www.intercomstatus.com/us-hosting
- identified Oct 20, 2025, 08:35 PM UTC
We are still experiencing degraded performance with our support system, so responses to emails and chats may be delayed. Our chat provider Intercom is still attempting to recover from the AWS outage that is affecting many services globally, and AWS is still working on a permanent resolution. AWS status page: https://health.aws.amazon.com/health/status Intercom status page: https://www.intercomstatus.com/us-hosting
- monitoring Oct 20, 2025, 10:11 PM UTC
Intercom has stated they are now fully operational, and it seems that our support system is back to normal. Please do let us know if you are still experiencing any issues.
- resolved Oct 21, 2025, 02:03 AM UTC
This incident has been resolved.