Twilio experienced a minor incident on September 2, 2026 affecting Customer Support Center, lasting 4h 23m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Sep 01, 2026, 11:48 PM UTC
We are investigating an issue affecting live chat support where Customers trying to engage with Twilio support via live Chat could fail. We expect to provide another update in 1 hour or as soon as more information becomes available.
- investigating Sep 02, 2026, 12:43 AM UTC
We are still investigating an issue affecting live chat support where Customers trying to engage with Twilio support via live Chat could fail. We expect to provide another update in 1 hour or as soon as more information becomes available.
- identified Sep 02, 2026, 01:31 AM UTC
Our engineers have identified the issue causing failures for customers attempting to engage with Twilio support via Live Chat and are working to deploy a fix. We expect to provide another update in 1 hour or as soon as more information becomes available.
- identified Sep 02, 2026, 02:31 AM UTC
Our engineers have identified the issue causing failures for customers attempting to engage with Twilio support via Live Chat when their chat is transferred, and are still working to deploy a fix. We expect to provide another update in 2 hours or as soon as more information becomes available.
- monitoring Sep 02, 2026, 04:35 AM UTC
Live Chat support is now operating normally. We will continue to monitor for system stability. We'll provide another update in 30 minutes or as soon as more information becomes available.
- resolved Sep 02, 2026, 05:07 AM UTC
Issues affecting transferred support chats have been resolved and Live Chat support is operating normally at this time.