Unaccounted Charges for PAYGO Accounts

Incident Report for Twilio

Resolved

Twilio PAYGO accounts billing issues on 01/24/2024 at 11:53 AM PST. During this period of time, customers may have experienced delayed recharges to their accounts. The issue has now been resolved.

Posted Jan 31, 2024 - 14:08 PST

Update

We are confirming whether recharges were erroneous. Our billing team is investigating customer balances. We will provide another update in 2 hours or as soon as more information becomes available.

Posted Jan 31, 2024 - 11:30 PST

Update

We are experiencing erroneous automatic recharges to some accounts on Jan 24, 2024 for amounts that exceed their actual usage as well as their set recharge trigger amounts on the Twilio platform. Customers may not see account balance being reflected real time after a payment is made. We will provide another update in 1 hour or as soon as more information becomes available.

Posted Jan 31, 2024 - 10:35 PST

Investigating

Our monitoring systems have detected a potential issue with accounts erroneously charged. Our engineering team has been alerted and is actively investigating. We will update as soon as we have additional information.

Posted Jan 31, 2024 - 10:26 PST

This incident affected: TWILIO PLATFORM (Billing).