# Wise: Issue with contacting Customer Support

- Impact (vendor’s label): major
- Status: resolved
- Started: 2025-10-20 10:29 UTC · Resolved: 2025-10-20 10:57 UTC · Duration: 27 min
- Updates: 2 · Affected components: ✉️ Customer Support
- [Vendor status page: https://stspg.io/52rh6wb0szh9](https://stspg.io/52rh6wb0szh9)
- [Company: Wise](https://rewindex.com/company/wise.md)

## 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._

## Timeline of updates

- **monitoring** 2025-10-20 10:29 UTC: 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.
- **resolved** 2025-10-20 10:57 UTC: This incident has been resolved.

## Rewindex changes for this incident

- 2025-10-20 10:29 UTC: [Major incident: Issue with contacting Customer Support](https://rewindex.com/change/ia7505ec5d1146c.md)


---
Canonical: https://rewindex.com/company/wise/incidents/d61kfd2vdwfm · Markdown: https://rewindex.com/company/wise/incidents/d61kfd2vdwfm.md · JSON: https://rewindex.com/api/v1/companies/wise/incidents/d61kfd2vdwfm · Generated 2026-10-19T21:07:51.698Z