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Live support unavailable for merchants

ResolvedcriticalUnverified reportSpecific component onlyFirst recorded update Aug 19, 2026, 11:21 PM · Resolved Aug 20, 2026, 01:08 AM

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.

Shopify live status →

What visitors reported during this incident

No visitor reports were filed for this incident.

Having problems with Shopify now? Check the current status

Affected services

Support

Timeline

No vendor updates were captured for this incident before it was resolved.

What to do next

  • Verify your own services recovered cleanly. Some upstream outages leave queues or caches in a degraded state, run smoke tests before declaring green internally.
  • Save the post-mortem. Vendors usually publish a detailed RCA 1-3 days later. We'll add it to this page when it appears.
  • Watch the provider going forward. Follow Shopify's status feed →

GlobalOutageMap aggregates publicly reported signals. We never claim authoritative status, always cross-check the provider's official channel before making business decisions.