Write-up published
Read our write-up of this incident at https://vtex-incident-reports.s3.us-east-1.amazonaws.com/public/2024-12-20_License-manager-auth-failure.pdf
Resolved
This incident has been resolved. We will provide further information in a public incident report.
Summary
On Dec 20, 2025, from 02:09 to 04:10 UTC, our customers experienced errors while logging in and placing orders.
This incident was triggered by an error in an internal system responsible for managing access for other applications. The issue was mitigated by deploying a new environment.
Our sales flow was affected during this incident, impacting most accounts for 1 hour and 57 minutes.
We apologize for any inconvenience this may have caused.
Monitoring
The fix for the issue in our login services has been implemented.
Our customers should no longer experience errors when logging in and placing orders.
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 to the issue in our login service and are still implementing the fix.
Our incident response team estimates that the fix will be implemented in the next minutes.
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 login service.
Our incident response team estimates that the fix will be implemented in the next minutes.
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 login service.
Our customers may be experiencing errors while logging in and placing orders.
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.
