Shopify experienced a critical incident on August 19, 2026 affecting Support, lasting 1h 47m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Aug 19, 2026, 11:21 PM UTC
We’re investigating an issue preventing merchants from connecting with live support by phone or chat. Merchants may experience long wait times or may not reach a support specialist. This issue is affecting all live support queues. We'll provide an update when more information is available.
- investigating Aug 19, 2026, 11:22 PM UTC
We’re investigating an issue preventing merchants from connecting with Live Support by phone or chat. Merchants may experience long wait times or may not reach a support specialist. This issue is affecting all live support queues. We'll provide an update when more information is available.
- identified Aug 19, 2026, 11:34 PM UTC
We've identified the root cause as an outage at Twilio, a service Shopify uses to connect live support calls and chats. Merchants may experience long wait times or be unable to connect with a specialist. Updates are available at status.twilio.com. We'll provide another update when we have more information to share.
- monitoring Aug 19, 2026, 11:54 PM UTC
Twilio is deploying a fix and we're starting to see live support connections recover. Some merchants may still be unable to connect with a specialist by phone or chat. We'll continue monitoring and provide another update when the issue is fully resolved.
- resolved Aug 20, 2026, 01:08 AM UTC
The issue affecting live support by phone and chat due to a Twilio outage is now fully resolved. Merchants can now connect with live support without issue. Our monitoring period has ended, and we have observed no further impact.