Write-up published
Read our write-up of this incident at https://vtex-incident-reports.s3.us-east-1.amazonaws.com/public/2025-10-31_Public-Incident-Report_4311.pdf
Resolved
This incident has been resolved. We will provide further information in a public incident report.
Summary
On Oct 31, 2025, from 13:47 to 14:15 UTC, shoppers experienced issues in finishing purchases.
Our sales flow was affected during this incident, impacting all accounts for 28 minutes.
We apologize for any inconvenience this may have caused.
Monitoring
The fix for the issue in Payments Gateway has been implemented.
Shoppers should no longer experience issues completing purchases.
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 Payments Gateway.
Our incident response team is working to normalize the scenario.
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 the Payments Gateway.
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.
