Companies / Help Scout / incidents
Help Scout: Web App Performance Issues
Help Scout reported a major incident affecting attachment uploads/downloads, Beacon Live Chats and Contact Forms, and inbound email delivery. It started at 2025-07-29 15:48 UTC and was resolved at 2025-07-29 17:07 UTC, lasting 1 h 18 min; attachment and Beacon errors cleared, and all inbound emails were received.
Machine-written from the archived incident (Sol). Check the timeline before relying on it.
Affected components: Web AppBeaconEmail Processing
Timeline of updates
- investigating
We're investigating a problem with our app, which is causing issues with downloading & uploading attachments, Beacon (unable to create Live Chats or submit Contact Forms), and delayed inbound emails. We'll post more information here as we have it. Thank you for your patience!
- monitoring
We are no longer seeing issues with downloading & uploading attachments or Beacon Live Chats and Contact Forms. Delayed inbound emails are also starting to come through. We will provide updates as we continue to monitor this issue.
- resolved
We are no longer seeing errors with attachments or Beacon, and all inbound emails have been successfully received. If you continue to experience any issues, please reach out to our team and let us know. Apologies for the inconvenience today, and thank you for your patience!
Rewindex changes for this incident
- Major incident: Web App Performance Issues 2025-07-29 15:48 UTC
Impact, status and times are the vendor’s own, as last archived. View on stspg.io (opens in new tab). Help Scout profile · Recent Help Scout incidents · Markdown · JSON