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

- Impact (vendor’s label): major
- Status: resolved
- Started: 2026-07-14 19:07 UTC · Resolved: 2026-07-14 20:06 UTC · Duration: 59 min
- Updates: 4 · Affected components: SurveyMonkey
- [Vendor status page: https://stspg.io/y87jglbj3vkv](https://stspg.io/y87jglbj3vkv)
- [Company: SurveyMonkey](https://rewindex.com/company/surveymonkey.md)

## 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)_
## Timeline of updates

- **investigating** 2026-07-14 19:07 UTC: 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.
- **identified** 2026-07-14 19:58 UTC: The issue has been identified and a fix is being implemented.
- **monitoring** 2026-07-14 20:00 UTC: A fix has been implemented and we are monitoring the results.
- **resolved** 2026-07-14 20:06 UTC: This incident has been resolved.

## Rewindex changes for this incident

- 2026-07-14 19:07 UTC: [Major incident: Customers are unable to contact support through our Help Center chatbot](https://rewindex.com/change/i96c6a173844cb7.md)


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Canonical: https://rewindex.com/company/surveymonkey/incidents/53vhn2pht34z · Markdown: https://rewindex.com/company/surveymonkey/incidents/53vhn2pht34z.md · JSON: https://rewindex.com/api/v1/companies/surveymonkey/incidents/53vhn2pht34z · Generated 2026-10-18T09:37:18.792Z