This incident has been resolved. We will not provide further information in a public incident report.
Summary
On Aug 27, 2025 from 11:13 to 13:00 UTC, shoppers experienced delays when attempting to login by access code and receiving transactional emails. Merchants experienced issues receiving reports by email.
This incident was triggered by a malicious actor, who performed an attack targeted at specific store who had a public contact form, which was abused through automated bots. We mitigated its impact by identifying the source of the sharp increase in mail service requests and blocking it.
The impact recurred from 13:27 to 14:06 UTC because we were still processing a large backlog of messages and under a restricted cloud provider quota for mail delivery.
Our sales flow was not significantly affected during this incident, but mail delivery was severely impacted for most accounts for 2 hours and 26 minutes across two impact windows.
We apologize for any inconvenience this may have caused.
Timeline
At 11:17 UTC, our incident response team was notified of the issue.
At 11:45 UTC, our team identified there was a sharp increase in mail service requests at 11:13 UTC.
At 12:26 UTC, our team identified the source of the sharp increase in mail service requests.
At 13:00 UTC, our team blocked the abuser and the incident was fully mitigated.
At 13:27 UTC, our team received new reports of mail delivery issues.
At 13:28 UTC, our team identified that we were under a restricted cloud provider quota for mail delivery.
At 14:06 UTC, our cloud provider approved a temporary quota increase for our account, mitigating impact on mail delivery once again. We continued monitoring until 15:28 UTC, when a larger quota increase ensured continued platform stability for mail delivery until the large backlog of messages in our queue is processed.
Resolved
This incident has been resolved. We will not provide further information in a public incident report.
Summary
On Aug 27, 2025 from 11:13 to 13:00 UTC, shoppers experienced delays when attempting to login by access code and receiving transactional emails. Merchants experienced issues receiving reports by email.
This incident was triggered by a malicious actor, who performed an attack targeted at specific store who had a public contact form, which was abused through automated bots. We mitigated its impact by identifying the source of the sharp increase in mail service requests and blocking it.
The impact recurred from 13:27 to 14:06 UTC because we were still processing a large backlog of messages and under a restricted cloud provider quota for mail delivery.
Our sales flow was not significantly affected during this incident, but mail delivery was severely impacted for most accounts for 2 hours and 26 minutes across two impact windows.
We apologize for any inconvenience this may have caused.
Timeline
At 11:17 UTC, our incident response team was notified of the issue.
At 11:45 UTC, our team identified there was a sharp increase in mail service requests at 11:13 UTC.
At 12:26 UTC, our team identified the source of the sharp increase in mail service requests.
At 13:00 UTC, our team blocked the abuser and the incident was fully mitigated.
At 13:27 UTC, our team received new reports of mail delivery issues.
At 13:28 UTC, our team identified that we were under a restricted cloud provider quota for mail delivery.
At 14:06 UTC, our cloud provider approved a temporary quota increase for our account, mitigating impact on mail delivery once again. We continued monitoring until 15:28 UTC, when a larger quota increase ensured continued platform stability for mail delivery until the large backlog of messages in our queue is processed.
Monitoring
Mail delivery continues stable after a temporary quota increase. We are still working on a permanent solution for this issue. Our incident response team is monitoring to guarantee that normal platform behavior is fully reestablished.
We will send an additional update in the next 30 minutes, or as soon as we have more information to share.
Monitoring
Mail delivery continues stable after a temporary quota increase. We are still working on a permanent solution for this issue. Our incident response team is monitoring to guarantee that normal platform behavior is fully reestablished.
We will send an additional update in the next 30 minutes, or as soon as we have more information to share.
Monitoring
Mail delivery has improved after a temporary quota increase. We are still working on a permanent solution for this issue. Our incident response team is monitoring to guarantee that normal platform behavior is fully reestablished.
We will send an additional update in the next 30 minutes, or as soon as we have more information to share.
Investigating
We are currently working with our cloud provider to increase our mail service quota, to mitigate the reported impact in mail delivery from the accumulated message queue.
We will send an additional update in the next 30 minutes, or as soon as we have more information to share.
Investigating
We are currently investigating new reports of mail delivery issues.
Our incident response team is working to identify the root cause and implement a solution.
We will send an additional update in the next 30 minutes, or as soon as we have more information to share.
Resolved
This incident has been resolved. We will not provide further information in a public incident report.
Summary
On Aug 27, 2025 from 11:13 to 13:00 UTC, shoppers experienced delays when attempting to login by access code and receiving transactional emails. Merchants experienced issues receiving reports by email.
This incident was triggered by a malicious actor, who performed an attack targeted at specific store who had a public contact form, which was abused through automated bots. We mitigated its impact by identifying the source of the sharp increase in mail service requests and blocking it.
Our sales flow was not significantly affected during this incident, but mail delivery was severely impacted for most accounts for 1 hour and 47 minutes.
We apologize for any inconvenience this may have caused.
Timeline
At 11:17 UTC, our incident response team was notified of the issue.
At 11:45 UTC, our team identified there was a sharp increase in mail service requests at 11:13 UTC.
At 12:26 UTC, our team identified the source of the sharp increase in mail service requests.
At 13:00 UTC, our team blocked the abuser and the incident was fully mitigated.
Monitoring
The fix for the issue in our mail delivery service has been implemented.
Shoppers should no longer be experiencing delays when attempting to login by access code and receiving transactional emails. Merchants should no longer be experiencing issues receiving reports by email.
Our incident response team is monitoring to guarantee that normal platform behavior is fully reestablished.
We will send an additional update in the next 30 minutes, or as soon as we have more information to share.
Identified
We have identified the contributing factors of the issue in our mail delivery service.
Our incident response team estimates that the fix will be implemented in the next 30 min.
We will send an additional update in the next 30 minutes, or as soon as we have more information to share.
Investigating
We are currently investigating an issue in our service responsible for email delivery.
Shoppers may be experiencing delays when attempting to login by access code and receiving transactional emails. Merchants may be experiencing issues receiving reports by email.
Our incident response team is working to identify the root cause and implement a solution.
We will send an additional update in the next 30 minutes, or as soon as we have more information to share.
