Flex Service Disruption – Customers Unable to Connect

Incident Report for Twilio

Resolved

The issue with the Flex customers being unable to connect has been resolved. Flex services are operating normally at this time.

Posted Nov 25, 2025 - 13:46 PST

Update

We continue to observe recovery and our engineering teams are closely monitoring to ensure recovery is sustained and systems remain stable. We expect to provide another update in 1 hour or as soon as more information becomes available.

Posted Nov 25, 2025 - 12:42 PST

Update

Posted Nov 25, 2025 - 11:32 PST

Update

Posted Nov 25, 2025 - 10:25 PST

Update

Our engineering team has identified the issue and fixed it, and we continue to observe recovery. Engineering teams are closely monitoring to ensure recovery is sustained and systems remain stable. We expect to provide another update in 1 hour or as soon as more information becomes available.

Posted Nov 25, 2025 - 09:20 PST

Monitoring

Our engineering team has identified the issue and fixed it and we are currently observing positive signs of recovery. We are continuing to monitor the system closely to ensure stability over the next 4 hours. During this time, some customers may experience session logouts. If this occurs, please log back in. We do not anticipate any additional errors. We expect to provide another update in 2 hours or as soon as more information becomes available

Posted Nov 25, 2025 - 08:35 PST

Identified

Our engineers have identified the issue impacting Flex customers. This issue would result in customers being unable to login to Flex. They may also experience web socket connection errors, or customers could have seen the following error: ‘We have detected a problem with the service’. Our engineering teams are actively working to restore full service as quickly as possible. We expect to provide another update in 30 minutes or as soon as more information becomes available.

Posted Nov 25, 2025 - 07:39 PST

Update

We're continuing to investigate issues impacting multiple Flex customers. Customers utilizing Flex and Task Router began experiencing errors when logging in. This would result in customers being unable to login to Flex. They may also experience web socket connection errors, or customers seeing the following errors: ‘We have detected a problem with the service’. Our engineering teams are actively working to identify the root cause and restore full service as quickly as possible.

For customer support assistance, please log in to your Twilio or Twilio SendGrid account and submit a support ticket. We’ll provide another update in 30 minutes.

Posted Nov 25, 2025 - 07:26 PST

Update

We are currently investigating an issue impacting multiple Flex customers who are unable to connect to Twilio servers. Our engineering teams are actively working to identify the root cause and restore full service as quickly as possible.

For customer support assistance, please log in to your Twilio or Twilio SendGrid account and submit a support ticket. We'll provide another update in 30 minutes.

Posted Nov 25, 2025 - 06:57 PST

Update

Our engineering team is actively investigating an issue with Flex Instances and Taskrouter. We will provide another update in 1 hour or as soon as we have additional information.

Posted Nov 25, 2025 - 06:45 PST

Investigating

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

Posted Nov 25, 2025 - 06:32 PST

This incident affected: FLEX (Flex Application Platform, TaskRouter).