Support Chat Connection Issues

Incident is resolved

[Update: 5:53am CDT] We’re currently getting reports from our 3rd party support chat provider that their app is currently experiencing issues. At this time there may be delays getting into support chat due to connection issues. Thank you for your patience while we continue to track the resolution of this problem. [Update: 6:12am CDT] While more »

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ZenDesk is Inaccessible

Incident is resolved

Hello, We are seeing errors in our ZenDesk Ticketing System which affects our ability to view and respond to tickets as well as a customers ability to create a ticket or respond to a ticket. We have contacted ZenDesk to report the issue and they are investigating their service now. You can chat with us more »

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Support Phone Line Experiencing Connectivity Issues

Incident is resolved

We are currently experiencing some connectivity issues with our phone lines at the moment. We are working on the issues as we speak, and encourage customers to visit us in chat support via https://my.wpengine.com. We have technicians standing by to assist. [UPDATE 3:15 PM CT] We’re actively working with our third party phone provider to more »

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Intermittent Phone Connectivity

Incident is resolved

Hello, We are currently aware of an issue impacting our third-party phone system. During this time, there may be delays in calls being routed to our Support Specialists. Our third-party phone provider is currently working to resolve the connectivity issues as quickly as possible. In the meantime, please utilize our chat support at https://my.wpengine.com We’ll more »

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User Portal Performance Degradation

Incident is resolved

Hello, We are currently aware of an issue impacting User Portal performance. This includes functionality such as new installation creation, SSL purchases/installation, adding rewrites, etc. During this time, you may be seeing a delay with the aforementioned functionality. We are currently working to restore functionality and will provide further updates here as they come. Thank more »

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LetsEncrypt SSL Orders Delayed

Incident is resolved

Hello, We are currently seeing delays with the confirmation of LetsEncrypt SSL orders and are working with our third-party vendor to resolve the issue as quickly as possible. If you have submitted a LetsEncrypt SSL order, please note that there may be a delay in receiving a confirmation of the order, so please refrain from more »

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European ISP Issues Affecting User Portal

Incident is resolved

Update 10:20am Central: We are now seeing these functions from the User Portal succeed without issue. The issue is now considered resolved. If you encounter any further issues please contact our Support Team to troubleshoot. Hello, Our Engineering team is receiving reports of European ISP issues that are affecting the inter-continental traffic from our User more »

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Intermittent Connectivity Issues with Git Push on Staging and Staging Backups

Incident is resolved

We are seeing intermittent connectivity issues with Git Push on staging. You may also notice that backup points for the staging site are not showing available for download in the User Portal as well. We are working to resolve this issue as quickly as possible. We’ll provide further updates here as they come. Thank you more »

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Support Chat Connectivity Issues

Incident is resolved

[Update 7:19am CDT] We are seeing connectivity issues clear up and accessibility to support chat at my.wpengine.com start to return for customers. We continue to monitor things at this time.   We are currently seeing reports of our support chat being unavailable in the user portal. We’re currently investigating possible issues with our 3rd party more »

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Chat Support Connectivity Issues

Incident is resolved

[Update 7:13 AM CDT] Chat appears to be stable and we believe this issue to be resolved. [Update 6:38 AM CDT] We’re beginning to see chat connectivity stabilize but we continue to monitor the situation. We currently are aware of connectivity issues for our 3rd party chat support platform, which our team is working with more »

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