Notify Me! incident
Live chat support and SMS services affected by ongoing AWS incident
Notify Me! experienced a minor incident on October 20, 2025 affecting Admin panel and Notification and 1 more component, lasting 18h 11m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Oct 20, 2025, 11:59 AM UTC
We have been affected by today's AWS outage, which in turn affected Intercom, which we use for our support services to merchants (incl. live chat in Notify Me! management panel), and also Twilio, which we use for sending SMS. Live chat by Intercom appears to be back now, but we are continuing to experience problems with Twilio, which seriously affects our ability to send SMS for back-in-stock and other notifications. We are closely monitoring the situation and Twilio's communications, and will provide another update in 13:00 UTC or whenever we have more information to share.
- monitoring Oct 20, 2025, 01:16 PM UTC
The problem with Twilio which affected sending SMS notifications appears to have been resolved since about 12:00 UTC. We are still experiencing slow load times for Intercom, which may affect live chat support experience.
- monitoring Oct 20, 2025, 01:17 PM UTC
We are continuing to monitor for any further issues.
- monitoring Oct 20, 2025, 03:48 PM UTC
Core app functionality is fully operational now. Only support services (e.g. Live chat, Help center, etc.) continue to be affected by the ongoing Intercom incident and merchants may experience delays or intermittent failures when interacting with our customer support. We will provide updates as more information becomes available.
- monitoring Oct 20, 2025, 08:56 PM UTC
Our providers - esp. Intercom - are communicating signs of overall recovery. Notify Me!'s support infrastructure is expected to fully recover in the coming hours.
- resolved Oct 21, 2025, 06:10 AM UTC
The incident has been fully resolved.