First, confirm it is actually Tidio and not your store. Then contain the damage and communicate. Here is exactly how to do that during a Tidio outage, plus what usually breaks and how long incidents tend to last.
How do I confirm Tidio is actually down?
Check two independent sources before changing anything in your store. First, StatusBird's live Tidio status page, which is based on independent checks every 2 minutes. Second, Tidio's own status page at status.tidio.com. If the official page still shows green, do not assume you are wrong: vendors often acknowledge incidents well after they start. If both look clean, the problem is more likely your store's configuration or a specific integration.
What does a Tidio outage look like?
- Chat bubble missing from the storefront or stuck on a loading spinner
- Visitor messages send but never receive a reply from bots or agents
- Tidio dashboard will not log in or shows an endless loading state
- Chatbot flows and Lyro AI responses stop triggering
- Mobile app push notifications for new chats stop arriving
What breaks in your store
When Tidio goes down, the chat widget on your storefront either disappears or loads but never connects, so shoppers with pre-sale questions get silence at the exact moment they were about to buy. Automated flows such as abandoned cart messages, welcome greetings, and Lyro AI answers stop firing. Agents get logged out of the Tidio panel or see conversations fail to load, and incoming messages may queue up unanswered. Because the widget is a third-party script, a badly failing embed can also slow down page loads on your store.
For context, Tidio has had no major incidents in the last 90 days of StatusBird's independent monitoring (100.0% availability), so a real outage is unusual. That makes it easy to mistake one for a problem on your end, which is why confirming first matters.
What to do during the outage
- Add a visible notice on your site pointing shoppers to email or phone support.
- Update the chat widget offline message if the Tidio panel is still partially reachable.
- Monitor your support email inbox directly since email channels may still deliver.
- Temporarily remove or comment out the Tidio script tag if it is slowing page loads.
- Keep a list of missed conversation topics so agents can follow up once service returns.
Frequently asked questions
Will I lose chat messages that visitors sent while Tidio was down?
Messages sent while the widget could not connect are usually lost because they never reached Tidio's servers. Conversations already stored in your inbox before the outage are preserved. After recovery, check the visitor list for partial conversations and follow up by email where you captured an address.
Does a Tidio outage break my store checkout?
No. Tidio is an embedded widget, so your product pages, cart, and checkout keep working. The main cost is lost conversions from shoppers who had a blocking question and left instead of buying.
After the outage
Once Tidio recovers, verify the affected workflows end to end rather than trusting the status page. Note the start and end times while they are fresh: if you are on a paid Tidio plan with an SLA, documented downtime is what a service credit claim is built on. See how to claim SLA credits for the process.
How this data is measured
StatusBird checks Tidio's status every 2 minutes, around the clock, independently of the vendor. The availability figure counts major and critical outages only; minor degradation is excluded so numbers are not skewed by vendors that report small blips near-continuously. Grades run from A+ to F. See the live numbers on the Tidio reliability page and current status on the Tidio status page, or browse all 84 service grades.
Know before your customers do
StatusBird monitors Tidio and 83 other services online stores depend on, plus your own storefront, every 2 minutes. When something goes down you get an SMS, email, or Slack alert with plain-English context, usually before the official status page catches up. Start monitoring free, no card required for the free plan.