Lightspeed incident
Service Interruption: Payments Processing, Chat, Phone Support & other systems
Lightspeed experienced a critical incident on October 20, 2025 affecting Phone Support and Chat Support and 1 more component, lasting 8h 43m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Oct 20, 2025, 02:40 PM UTC
Like many companies today, we are experiencing a major service disruption impacting the availability of our support channels across all products. The issue is related to a widespread outage with AWS US-East-1 (Amazon Web Services), which is affecting key Internet services globally. Customers may experience difficulty reaching Lightspeed support via phone and chat. We are monitoring the external provider and actively working to restore connectivity as quickly as possible. Workaround: Email Support is operational. If you require assistance, please send an email to the support team of the specific Lightspeed product you are using, which can be accessed at www.lightspeedhq.com/support We sincerely apologize for this disruption and thank you for your patience. We will provide an update as soon as the upstream issue is resolved.
- investigating Oct 20, 2025, 03:20 PM UTC
We are continuing to investigate this issue.
- investigating Oct 20, 2025, 03:22 PM UTC
We are continuing to investigate this issue.
- resolved Oct 20, 2025, 11:23 PM UTC
This incident has been resolved.