Billing Issues Due to Ongoing Network Latencies

Incident Report for Twilio

Resolved

This issue has been resolved. We have mitigated the impact from the service disruption with the exception of a small percentage of customers. These customers will be handled on a case by case basis by our support team.

Posted Nov 26, 2020 - 18:00 PST

Update

Twilio’s network provider has identified the root cause of the service disruption resulting in payment processing issues for trial accounts and upgraded accounts. Our engineering team is actively working with them to resolve the issue. We expect to provide another update in 16 hours or as soon as more information becomes available.

Posted Nov 26, 2020 - 00:59 PST

Identified

Twilio’s network provider has identified the root cause of the service disruption resulting in payment processing issues for trial accounts and upgraded accounts. Our engineering team is actively working with them to resolve the issue. We expect to provide another update in 8 hours or as soon as more information becomes available.

Posted Nov 25, 2020 - 17:01 PST

Update

Due to ongoing network latencies, we continue experiencing payment processing issues affecting trial accounts and upgraded accounts. Our engineering team is actively working on the issue. We expect to provide another update in 4 hours or as soon as more information becomes available.

Posted Nov 25, 2020 - 13:04 PST

Update

Due to the network latency issues, we are experiencing payment processing issues affecting trial accounts and upgraded accounts. Our engineering team is actively working on the issue. We expect to provide another update in 2 hours or as soon as more information becomes available.

Posted Nov 25, 2020 - 11:05 PST

Update

We are continuing to investigate issues with trial accounts not upgrading after completing the payment. Our engineering team is actively looking into the issue. We expect to provide another update in 1 hour or as soon as more information becomes available.

Posted Nov 25, 2020 - 10:01 PST

Update

We are continuing to investigate issues with trial accounts not upgrading after completing the payment. Our engineering team is looking into the issue. We expect to provide another update in 30 minutes or as soon as more information becomes available.

Posted Nov 25, 2020 - 09:31 PST

Investigating

We are currently investigating issues with trial accounts not upgrading after completing the payment. Our engineering team is looking into the issue. We expect to provide another update in 30 minutes or as soon as more information becomes available.

Posted Nov 25, 2020 - 09:01 PST

This incident affected: TWILIO PLATFORM (Billing).