Companies / SurveyMonkey / incidents

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

Impact: majorStatus: resolvedStarted Resolved (59 min)4 updatesSource: stspg.io (opens in new tab)
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 from the archived incident (Sol). Check the timeline before relying on it.

Affected components: SurveyMonkey

Timeline of updates

  1. investigating

    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.

  2. identified

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

  3. monitoring

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

  4. resolved

    This incident has been resolved.

Rewindex changes for this incident

Impact, status and times are the vendor’s own, as last archived. View on stspg.io (opens in new tab). SurveyMonkey profile · Recent SurveyMonkey incidents · Markdown · JSON