Suspended Account not Reactivating after Payment is Made

Incident Report for Twilio

Resolved

We are no longer experiencing errors with account reactivation. This incident has been resolved.

Posted Nov 04, 2020 - 16:42 PST

Update

We have confirmed that the account reactivation issue is limited to a small subset of accounts that had been inactive since June. Our engineering team has implemented a fix to prevent further accounts from being impacted. You can now try to make a new payment to bring the account back to active, or contact Twilio Support to request for manual account reactivation. We'll continue to monitor the issue to ensure a full recovery. We'll provide another update in 2 hours or as soon as more information becomes available.

Posted Nov 04, 2020 - 14:23 PST

Monitoring

We have confirmed that the account reactivation issue is limited to a small subset of accounts that had been inactive since June. Our engineering team has implemented a fix to prevent further accounts from being impacted. You can now try to make a new payment to bring the account back to active, or contact Twilio Support to request for manual account reactivation. We'll continue to monitor the issue to ensure a full recovery. We'll provide another update in 30 minutes or as soon as more information becomes available.

Posted Nov 04, 2020 - 13:45 PST

Update

We are investigating an issue with account reactivation for suspended accounts after payment is made. Our engineering team is working to resolve the issue. Please contact Twilio Support to request manual account reactivation. We will provide another update in 1 hour or as soon as more information becomes available.

Posted Nov 04, 2020 - 13:08 PST

Investigating

Our monitoring systems have detected a potential issue with account reactivation with payments. Our engineering team has been alerted and is actively investigating. We will update as soon as we have more information.

Posted Nov 04, 2020 - 12:42 PST

This incident affected: TWILIO PLATFORM (Billing).