Rob from Twilio here. We are still actively working on this incident and aware that erroneous auto-recharge billing and account suspensions have occurred for a number of customers.
If this has happened to your account, please send an email to help@twilio.com where we have our support team working on making this right for everyone affected. We are spinning up additional resources to make sure every customer issue gets resolved as quickly as we can.
Link for this article goes to our status board which serves as the authoritative source of information on this incident. We will be delivering updates every half hour or as new information becomes available.
We are very sorry. This is far short of our commitment to you. We'll have more on the incident and what we will do to make this right later today.
Rob, best of luck to you and the Twilio team while fixing and recovering from this incident.
We've been with Twilio for years and have received excellent service. Billing issues are always serious, but its nothing compared to a call routing issue, and when it comes to call routing Twilio has been flawless. I'd much rather call my bank and discuss an overdraft fee then call a client and explain why their calls were not routed properly.
In the years we've been with Twilio, we have not experienced any significant downtime. Compare that to one of their main competitors that experienced eight consecutive hours of downtime during business hours earlier this year, and I'm confident we're in good hands.
Seconding Willie's comments. I'm not your customer today, but seeing how y'all are handling this would make me feel confident to use Twilio should the need arise.
When you get some time (I'm sure you have none right now), read some of the Dreamhost discussion below. You folks appear to be doing an excellent job responding to this.
I completely agree. I've seen several public instances like this one over the past year here where Rob and the Twilio team have done what appears to be the Right Thing (from a customer service perspective). It's inspiring to see them do this, and to see that it is indeed possible to execute very well with a focus on customer happiness and "making things right".
I'm not a customer, and barely know what Twilio even is, but I'd like to say that this is a great example of an apology done right. Short, simple, to the point, describing in basic terms what you're doing, and acknowledging that you screwed up. So simple, yet so rare to see.
If this has happened to your account, please send an email to help@twilio.com where we have our support team working on making this right for everyone affected. We are spinning up additional resources to make sure every customer issue gets resolved as quickly as we can.
Link for this article goes to our status board which serves as the authoritative source of information on this incident. We will be delivering updates every half hour or as new information becomes available.
We are very sorry. This is far short of our commitment to you. We'll have more on the incident and what we will do to make this right later today.