Customers Remaining Suspended After Making Payments

Incident Report for Twilio

Resolved

The issue with Pay-As-You-Go customers seeing their accounts remaining in a suspended status after making a successful payment has been resolved.

Posted Aug 18, 2023 - 10:09 PDT

Monitoring

The issue with Pay-As-You-Go customers seeing their accounts remaining in a suspended status after making a successful payment has been fixed. We'll provide another update in 30 minutes.

Posted Aug 18, 2023 - 09:39 PDT

Update

We have detected an issue where Pay-As-You-Go customers are seeing their accounts remain in a suspended status after making a successful payment. Our Engineers are actively investigating this issue. In the meantime, we ask that customers experiencing this issue sign out and sign back in to refresh their credentials, and if their account is still suspended and it’s been more than 20 minutes since the payment was made, submit a support ticket. We expect to provide another update in 16 hours or as soon as more information becomes available.

Posted Aug 18, 2023 - 06:55 PDT

Update

We have detected an issue where Pay-As-You-Go customers are seeing their accounts remain in a suspended status after making a successful payment. Our Engineers are actively investigating this issue. In the meantime, we ask that customers experiencing this issue sign out and sign back in to refresh their credentials, and if their account is still suspended and it’s been more than 20 minutes since the payment was made, submit a support ticket. We expect to provide another update in 8 hours or as soon as more information becomes available.

Posted Aug 17, 2023 - 22:55 PDT

Update

We have detected an issue where Pay-As-You-Go customers are seeing their accounts remain in a suspended status after making a successful payment. Our Engineers are actively investigating this issue. In the meantime, we ask that customers experiencing this issue sign out and sign back in to refresh their credentials, and if their account is still suspended and it’s been more than 20 minutes since the payment was made, submit a support ticket. We expect to provide another update in 4 hours or as soon as more information becomes available.

Posted Aug 17, 2023 - 19:01 PDT

Update

We have detected an issue where Pay-As-You-Go customers are seeing their accounts remain in a Suspended Status after making a successful payment. Our Engineers are actively investigating. In the meantime, we ask that customers experiencing this issue sign out and sign back in to refresh their credentials, and if their account is still suspended and it’s been more than 20 minutes since the payment was made, submit a support ticket.

We expect to provide another update in 2 hours or as soon as more information becomes available.

Posted Aug 17, 2023 - 16:42 PDT

Investigating

We have detected an issue where Pay-As-You-Go customers are seeing their accounts remain in a Suspended Status after making a successful payment. Our Engineers are actively investigating. In the meantime, we ask that customers experiencing this issue sign out and sign back in to refresh their credentials, and if their account is still suspended and it’s been more than 20 minutes since the payment was made, submit a support ticket.

We expect to provide another update in 1 hour or as soon as more information becomes available.

Posted Aug 17, 2023 - 15:45 PDT

This incident affected: DEVELOPER TOOLS (Console).