SendGrid incident
Errors on Credit Card Addition During Upgrade Process
SendGrid experienced a minor incident on August 21, 2025 affecting Billing, lasting 76d 8h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Aug 21, 2025, 02:31 PM UTC
Starting around 7:00 AM PST on August 21st, 2025, our engineers began investigating an issue where some Twilio SendGrid customers reported issues when entering credit card details during the SendGrid upgrade from their Trial plan. Our engineering team is actively investigating the issue. This does not affect mail send. We'll provide an update as soon as more information becomes available.
- investigating Aug 21, 2025, 05:29 PM UTC
We are continuing to investigate this issue.
- identified Aug 21, 2025, 06:55 PM UTC
Our engineers have identified the issue and are working toward a fix. We will provide another update in 1 hour or as soon as more information becomes available.
- identified Aug 21, 2025, 08:00 PM UTC
We are continuing to work towards a fix. We will provide another update in two hours or as soon as more information becomes available.
- identified Aug 21, 2025, 10:03 PM UTC
We are continuing to work towards a fix. We will provide another update in three hours or as soon as more information becomes available.
- identified Aug 22, 2025, 12:58 AM UTC
We are continuing to work towards a fix. We will provide another update in 8 hours or as soon as more information becomes available.
- identified Aug 22, 2025, 09:08 AM UTC
We are continuing to work towards a fix. We will provide another update in 16 hours or as soon as more information becomes available.
- identified Aug 22, 2025, 02:38 PM UTC
We are continuing to work towards a fix. We will provide another update in 16 hours or as soon as more information becomes available.
- identified Aug 23, 2025, 04:11 PM UTC
We are continuing to work towards a fix. We will provide another update within the next 48 hours or as soon as more information becomes available. Thank you for your patience
- monitoring Aug 26, 2025, 11:03 PM UTC
A short-term fix has been implemented, and we are actively monitoring the results. If you experience any issues related to this matter, please reach out to our support team for assistance. We will provide another update on Monday September 1st, or sooner if new information becomes available.
- monitoring Sep 01, 2025, 06:30 PM UTC
Our engineers have implemented a short-term fix and are monitoring system performance. If you experience any issues related to this matter, please reach out to our support team for assistance. We will provide another update tomorrow, after the Labor Day holiday, or as soon as more information becomes available.
- monitoring Sep 02, 2025, 10:40 PM UTC
Our engineers have implemented a short-term fix and are monitoring system performance. If you experience any issues related to this matter, please reach out to our support team for assistance. We will provide another update the following Monday, September 8th, or as soon as more information becomes available.
- monitoring Sep 03, 2025, 07:48 PM UTC
This issue has been mitigated. Customers receiving errors on credit card additions during the account upgrade process should contact support to implement mitigation steps until further notice.
- resolved Nov 05, 2025, 11:16 PM UTC
This incident has been resolved for the majority of customers. Customers receiving errors on credit card additions during the account upgrade process should contact Twilio Support to implement mitigation steps if unable to input a credit card for upgrading.