# Wise: Major incident: Issue with contacting Customer Support

**Summary:** _summary pending_
## Part of an outage event

- [AWS us-east-1 outage, Oct 20, 2025: 141 vendors, 181 incidents](https://rewindex.com/events/2025-10-20-aws-us-east-1)
- This incident started in the same window without naming AWS (timing only, not evidence of a link). (timing only, posted +3 h 19 min vs AWS’s own post)

```mermaid
flowchart LR
  root["AWS us-east-1<br/>posted 07:11 UTC"]:::root
  before["Posted before AWS did<br/>5 vendors, 4 blamed AWS<br/>Salesforce, Descope, Ashby +2"]:::blames
  root --> before
  h1["Within an hour<br/>18 vendors, 17 blamed AWS<br/>Asana, Firebolt, Monday.com +15"]:::blames
  root --> h1
  h4["1 to 4 hours later<br/>30 vendors, 29 blamed AWS<br/>SingleStore, Loops, Buildkite +27"]:::blames
  root --> h4
  later["Later<br/>45 vendors, 44 blamed AWS<br/>RudderStack, Airbyte, Unbounce +42"]:::blames
  root --> later
  p0["Twilio<br/>posted +15 min"]:::blames
  root --> p0
  k0["BigCommerce<br/>+2 h 46 min"]:::hop2
  p0 -->|"blamed Twilio"| k0
  p1["Webflow<br/>posted +4 h 37 min, did not name AWS"]:::timing
  root -.-> p1
  k1["Rootly<br/>+10 h 23 min"]:::hop2
  p1 -->|"blamed Webflow"| k1
  p2["Baseten<br/>posted +4 min"]:::blames
  root --> p2
  k2["Zed<br/>+26 h 20 min"]:::hop2
  p2 -->|"blamed Baseten"| k2
  me["Wise (this incident)<br/>posted +3 h 19 min"]:::me
  root -.->|"same window"| me
```

_Detected automatically from incidents that started together and named the same provider; a link means one incident named another vendor, not a confirmed cause._

- Kind: Major incident · Label: major (vendor)
- Changed: 2025-10-20 10:29 UTC · Detected: 2026-10-19 18:53 UTC
- [Source: https://stspg.io/52rh6wb0szh9](https://stspg.io/52rh6wb0szh9)
- [Company: Wise](https://rewindex.com/company/wise.md)
- Versions: before (none: first archived) → after incident\_version:759/d61kfd2vdwfm@bdf59ce064f1
- Change 1 of 1 for this incident

Incident page (full timeline): [Issue with contacting Customer Support](https://rewindex.com/company/wise/incidents/d61kfd2vdwfm.md)
## What changed

**1. Added: Title**

```diff
+ Issue with contacting Customer Support
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2025-10-20 10:29 UTC
```

**5. Added: Resolved time**

```diff
+ 2025-10-20 10:57 UTC
```

**6. Added: Affected components**

```diff
+ ✉️ Customer Support
```

**7. Added: Update** (monitoring) · 2025-10-20 10:29 UTC

```diff
+ We were experiencing an outage related to an external service provider from 07:09 UTC. As a result, customers in some countries had issues contacting our customer support team via phone and chat. The outage also affected our email response time. A fix has been implemented and we are monitoring the results.
```

**8. Added: Update** (resolved) · 2025-10-20 10:57 UTC

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

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2025-10-20 10:29 UTC | Major incident: Issue with contacting Customer Support (this change) | major |

All Wise changes: [timeline](https://rewindex.com/company/wise/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/ia7505ec5d1146c · Markdown: https://rewindex.com/change/ia7505ec5d1146c.md · JSON: https://rewindex.com/api/v1/changes/ia7505ec5d1146c · Generated 2026-10-19T21:44:34.440Z