Shopify Live Support Unavailable for Merchants Globally

Shopify is investigating an outage affecting merchant access to phone and chat support.

By The Downtime · Aug 19, 2026 · 11:30 PM

Shopify is investigating a critical issue preventing merchants from reaching live support via phone or chat. Merchants may experience long wait times or be unable to connect with support specialists. The outage is affecting all live support queues.

Shopify is a global e-commerce platform that enables merchants of all sizes to build and manage online stores.

The company began investigating the issue and has not yet provided details on the cause or scope of the outage. No estimated time for resolution has been announced.

This is a developing story. The Downtime will continue monitoring for updates.

🕒 Live updates (5)

resolved Aug 19, 9:08 PM

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.

monitoring Aug 19, 7:54 PM

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.

identified Aug 19, 7:34 PM

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.

investigating Aug 19, 7:22 PM

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, 7:21 PM

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.

📎 Sources

Shopify status ↗

Outage details are aggregated from official provider status pages. The Downtime reports them as a public service and is not affiliated with the providers named.