Maintenance has completed

This incident has been resolved. We will not provide further information in a public incident report.

Summary

On Aug 7, 2025 from 18:33 to 18:46 UTC, some shoppers experienced issues placing orders and increased 5xx errors in Checkout simulation flows. This was triggered by a bug that was introduced in a recent deployment to our Master Data service, which caused a disruption to our Logistics shipping service.

Our global sales flow was partially affected for 13 minutes during this incident.

We apologize for any inconvenience this may have caused.

Timeline

At 18:13 UTC, a bug that was introduced in a recent deployment to our Master Data service.

At 18:33 UTC, our platform health monitoring displays an increase in 5xx errors in our Logistics shipping service.

At 18:37 UTC, our incident response team was notified of the issue.

At 18:42 UTC, our team identified the faulty deployment and initiated rollback procedures.

At 18:46 UTC, the incident was fully mitigated.

Maintenance has completed

This incident has been resolved. We will provide further information in a public incident report.

Summary

On Aug 5, 2025 from 12:33 to 12:50 UTC, merchants and shoppers faced issues logging in and placing orders. This was an unintended side-effect of an infrastructure configuration change in VTEX ID.

Our global sales flow was partially affected for 17 minutes during this incident.

We apologize for any inconvenience this may have caused.

Timeline

At 12:30 UTC, an infrastructure configuration change was completed by our team.

At 12:33 UTC, our platform health monitoring indicates that orders dropped below forecasted levels for the period.

At 12:36 UTC, our incident response team was notified of the issue.

At 12:47 UTC, our incident response team identified that the infrastructure configuration change was the likely trigger for the drop in orders and started reverting the change.

At 12:50 UTC, the infrastructure configuration change was completely reverted and normal platform behavior was reestablished.

Maintenance has completed

This incident has been resolved. We will provide further information in a public incident report.

Summary

On Aug 4, 2025 from 14:41 to 15:06 UTC, merchants and shoppers faced issues logging in and placing orders. This was an unintended side-effect of an infrastructure configuration change in VTEX ID.

Our global sales flow was partially affected for 25 minutes during this incident.

We apologize for any inconvenience this may have caused.

Timeline

At 14:38 UTC, an infrastructure configuration change was completed by our team.

At 14:41 UTC, our platform health monitoring indicates that orders dropped below forecasted levels for the period.

At 14:43 UTC, our incident response team was notified of the issue.

At 14:51 UTC, our incident response team identified that the infrastructure configuration change was the likely trigger for the drop in orders and started reverting the change.

At 15:06 UTC, the infrastructure configuration change was completely reverted and normal platform behavior was reestablished.

The maintenance has been completed.

Scheduled for Aug 19, 2025 at 23:00 UTC - Aug 20, 2025 at 03:00 UTC

We will work on improvements to our platform that require controlled interruptions in Marketplace Connectors. 

As we upgrade our Marketplace Bridge search database, some stores might experience brief periods of interruption in indexing operations. In practice, this means updates related to external marketplaces may take longer than usual to reflect in your Admin during the maintenance window.

This is required to increase system reliability during periods of peak traffic and sales. We thank you in advance for your understanding as we upgrade our platform to serve you better, our valued customers and partners.