# Live Chat Support Failing for Customers

- Provider: [Twilio](https://down.guide/twilio)
- Level: confirmed
- Impact: Degraded
- lasted 4h 24m
- started 2026-09-02 00:43 UTC
- Customer Support Center
- id: DWN-8d8cd8bf81
- Official page: https://stspg.io/ls7y6z1f65p3

## Updates from Twilio
### 2026-09-01 23:48 UTC: investigating
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.

### 2026-09-02 00:43 UTC: investigating
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 2 hours or as soon as more information becomes available.

### 2026-09-02 01:31 UTC: identified
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 working to deploy a fix. We expect to provide another update in 1 hour or as soon as more information becomes available.

### 2026-09-02 02:31 UTC: identified
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.

### 2026-09-02 04:35 UTC: monitoring
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.

### 2026-09-02 05:07 UTC: resolved
Issues affecting transferred support chats have been resolved and Live Chat support is operating normally at this time.

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