Dear Twitch Team,

We, the Ukrainian community of streamers and viewers, are reaching out to you regarding a serious technical issue that significantly affects the platform’s development in Ukraine and prevents new users from fully accessing the service.

The Issue:

• Account verification via SMS is not working on a large scale. Users do not receive confirmation codes on their mobile numbers during registration or when activating two-factor authentication.

• Problems with the Authy app. New users do not receive SMS or a call for activation, making it impossible to use this service for two-factor authentication.

• Due to the inability to verify their accounts, many potential users leave the Twitch platform in favor of more accessible services.

• The biggest issue is that a new user registering for the first time does not receive an SMS, does not understand that they also need to install Authy, and even if they figure it out, Authy does not work either. They will not waste time troubleshooting but will simply leave. For a new user, registration must be quick and easy, without unnecessary obstacles, in just a few clicks.

Why This Is Critical:

• This directly affects audience engagement, reducing platform activity.

• Streamers lose potential subscribers and active viewers.

• The Ukrainian Twitch audience faces restrictions that users from other countries do not, creating an uneven playing field.

• Low audience engagement reduces revenue for both streamers and the Twitch platform. This results in lost revenue from bits, subscriptions, and fewer ad views. Advertisers, in turn, see low engagement from the Ukrainian audience and do not place ads on Twitch, leading to further revenue loss. Low earnings from the platform cause fewer Ukrainian streamers to choose Twitch as their primary platform, pushing them toward alternatives such as YouTube.

Our Demands:

• Urgently investigate and fix the SMS verification issue for Ukrainian users.

• Identify the causes of problems with the Authy app and ensure its proper functionality in Ukraine.

• Provide an official statement on the situation and possible timelines for resolution.

The Ukrainian Twitch community is growing, and we strive to continue developing content on your platform. However, without resolving this critical issue, attracting new users and fostering the community’s growth becomes impossible.

We urge Twitch to address this issue and provide an official response as soon as possible.

Sincerely, The Ukrainian Streamer Community