[APAC][Support] - Live chat incident notification

Incident Report for Customer Service

Resolved

We would like to inform you that the incident on our Live chat for the APAC region has now been resolved.

Here is detail for this incident :
Start time : 04/12/2025 22:00 UTC
End time : 19/12/2025 09:00 UTC
Root Cause : This incident was caused by a software issue.

We thank you for your understanding and patience throughout this incident.

Posted Dec 19, 2025 - 09:12 UTC

Update

The incident is still ongoing. We would like to reassure you that our teams are fully mobilized and are making every effort to resolve the situation as quickly as possible.

We will keep you informed as soon as the situation evolves or the incident is resolved.

Posted Dec 18, 2025 - 13:38 UTC

Update

The incident is still ongoing. We would like to assure you that we are doing our utmost to resolve this situation as quickly as possible.

Update : To ensure better results when contacting Support, customers are advised to primarily use the telephone and submit tickets.

As soon as the situation evolves or the incident is resolved, we will keep you informed

Posted Dec 05, 2025 - 17:31 UTC

Identified

We are currently experiencing an ongoing incident. We have determined the origin of the issue affecting our Support offer on the specific APAC region.

Here are some supplementary details :

Start time : 04/12/2025 22:00 UTC
Impacted Service(s) : Live chat is down for the APAC region.
Customers Impact : Customers could not access live chat when they needed to contact Support.
Workaround : In order to join the Support, customers can call Support directly.
Ongoing Actions : The incident has been identified and our teams are mobilised to restore service as quickly as possible.

We will keep you updated on the progress and resolution.

Posted Dec 05, 2025 - 10:34 UTC

Update

We have new information regarding the incident that affected your service(s).

Please find below an update on the situation:
Start time : 04/12/2025 22:00 UTC
Workaround : In order to join the Support, customers can call Support directly.
Ongoing Actions : The incident has been identified and our teams are mobilised to restore service as quickly as possible.

We will keep you updated on the progress and resolution.

We apologize for any inconvenience caused and appreciate your understanding.

Posted Dec 05, 2025 - 06:22 UTC

Investigating

We are currently investigating an incident affecting our Support offering, which is causing temporary functionality issue in the APAC region.

Here are some supplementary details :

Start time : 05/12/2025 05:54 UTC
Impacted Service(s) : Live chat is down for the APAC region.
Customers Impact : Customers could not access live chat when they needed to contact Support.
Ongoing Actions : Our teams are investigating to determine the origin of the incident and fix it.

We will keep you updated on the progress and resolution.

We apologize for any inconvenience caused and appreciate your understanding.

Posted Dec 05, 2025 - 06:15 UTC

This incident affected: Support || APAC (India, Australia, Asia).