# SurveyMonkey: Major incident: Customers are unable to contact support through our Help Center chatbot

**Summary:** SurveyMonkey reported a major Help Center chatbot outage preventing customers from reaching a live agent or submitting an email support case. It started at 2026-07-14 19:07 UTC and was resolved at 2026-07-14 20:06 UTC, lasting 58 min. A fix was implemented at 07-14 20:00 UTC; no cause was stated. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2026-07-14 19:07 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/y87jglbj3vkv](https://stspg.io/y87jglbj3vkv)
- [Company: SurveyMonkey](https://rewindex.com/company/surveymonkey.md)
- Versions: before (none: first archived) → after incident\_version:262/53vhn2pht34z@558a8749ed07
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Customers are unable to contact support through our Help Center chatbot
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2026-07-14 19:07 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-07-14 20:06 UTC
```

**6. Added: Affected components**

```diff
+ SurveyMonkey
```

**7. Added: Update** (investigating) · 2026-07-14 19:07 UTC

```diff
+ This issue is preventing customers from reaching a live agent or submitting an email support case through it. Users will see "There was an issues connecting to support. Please try again later" or "There was a technical issue connecting you to our support team. Please try again later". We're aware and looking into it.
```

**8. Added: Update** (identified) · 2026-07-14 19:58 UTC

```diff
+ The issue has been identified and a fix is being implemented.
```

**9. Added: Update** (monitoring) · 2026-07-14 20:00 UTC

```diff
+ A fix has been implemented and we are monitoring the results.
```

**10. Added: Update** (resolved) · 2026-07-14 20:06 UTC

```diff
+ This incident has been resolved.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2026-07-14 19:07 UTC | Major incident: Customers are unable to contact support through our Help Center chatbot (this change) | outage |

All SurveyMonkey changes: [timeline](https://rewindex.com/company/surveymonkey/changes.md)
_Diff excerpts are shown on normalized text: dates, counters and tokens appear as ‹date›, ‹count›, ‹tok›; noise-only edits are hidden. Rewindex shows the changed passages, not a copy of the page._


---
Canonical: https://rewindex.com/change/i96c6a173844cb7 · Markdown: https://rewindex.com/change/i96c6a173844cb7.md · JSON: https://rewindex.com/api/v1/changes/i96c6a173844cb7 · Generated 2026-10-18T00:39:22.235Z