Time: May 10, 2024, 7:06 p.m.

Status: Resolved

Update: The USPS confirmed the issue was caused by the API downtime on their end. Anyway, it is resolved now. Thus, the automatically-calculated rates by USPS should work as is in your online stores, so customers should be able to select them and proceed to further checkout steps to complete the order placement.

Time: May 10, 2024, 6:07 p.m.

Status: Monitoring

Update: The issue is no longer reproduced. Anyway, we're still monitoring it on our end and are currently in contact with the USPS team. We apologize for the downtime with the USPS rates. If you have any questions, please, reach our Support team via email at [email protected] or via the Live Chat from <a href="https://my.ecwid.com">Ecwid admin</a> → Get Help → Open Live Chat.

Time: May 10, 2024, 5:27 p.m.

Status: Investigating

Update: The issue relates to the merchants who are using USPS to receive shipping rates online in their stores. We're already working on this issue, your customers may see the We do not ship to this location error. The storefront is available, your customers can browse your catalog and add items to the shopping cart. All your data (products, orders, customer details, store settings, etc) is safe and intact. To make sure they can complete their orders, we suggest you the following workarounds until the maintenance is over: 1. You can disable the USPS method temporarily 2. And create a Flat Rate shipping method or Custom Rates based on the order total or weight to have your customers receive shipping rates on checkout. See the instructions in our article here: - Flat Rates: https://support.ecwid.com/hc/en-us/articles/360000030940-Flat-rates - Custom Rates: https://support.ecwid.com/hc/en-us/articles/360000031040-Custom-rates-based-on-subtotal-or-weight We are sorry for this downtime. We will keep you posted here. ETA is 30 minutes. If you have any questions you can reach our Support team via email at [email protected] or via the Live Chat from <a href="https://my.ecwid.com">Ecwid admin</a> → Get Help → Open Live Chat.

Time: March 14, 2024, 5:40 p.m.

Status: Resolved

Update: OpenSRS team has fixed the issue — all Instant Sites are working correctly now. We sincerely apologize for this issue.

Time: March 14, 2024, 4:35 p.m.

Status: Identified

Update: OpenSRS team has identified the issue reason and is now working on resolving it — you can check the incident status via this link: <a href="https://ecwid.d.pr/36d9nh">SystemDNS Nameservers</a> .We will update you on the process in the next 20 minutes.

Time: March 14, 2024, 4:07 p.m.

Status: Identified

Update: We are having issues with Ecwid Instant Sites connected to OpenSRS domains (domains bought via us in Ecwid admins) — they are not loading due to an OpenSRS incident. We're waiting for the fix and will keep you posted here — you can also check OpenSRS incident status via this link: <a href="https://ecwid.d.pr/36d9nh">SystemDNS Nameservers</a>. All your store data (products, orders, customer details, store settings, etc) is safe and intact. The Instant Sites will be up and running as usual once the issue is fixed. We are very sorry for this downtime. The next update is in 20 minutes. If you have any questions, please reach our Support team via email at [email protected]. Premium users can contact us via Live Chat from <a href="https://my.ecwid.com">Ecwid Dashboard</a> > Get Help > Open Live Chat: <a href="https://ecwid.d.pr/36d9nh">Screenshot</a>.

Time: March 12, 2024, 6:50 a.m.

Status: Resolved

Update: The issues with the New-gen Instant Site has been resolved - the mobile and desktop menus are operational for all affected users now.

Time: March 12, 2024, 6:15 a.m.

Status: Monitoring

Update: We are continuing to monitor for any further issues.

Time: March 12, 2024, 6:14 a.m.

Status: Monitoring

Update: We were able to restore the changes quickly and the burger menu (on desktop and mobile) works correctly on all Instant Sites. Currently, we are inspecting the reasons for the issue to avoid its appearance in the future.

Time: March 12, 2024, 6:01 a.m.

Status: Investigating

Update: This issue only affects those who use New-gen Instant Site. It doesn't affect the original Instant Site users or those who use Ecwid with their own Instant Site. Currently, the mobile menu button (burger menu) doesn't work. Please, make sure there are alternative ways to reach your site pages: https://support.ecwid.com/hc/en-us/articles/360020914939-Setting-up-your-Instant-Site-General-steps#-step-3--customize-site-content We are investigating this issue to fix it as soon as possible as this is our current priority. We are very sorry for this issue! We will be keeping you updated on this issue until it is fixed. We will try to undo the last updates to fix it - it will take about 1 hour.

Time: March 7, 2024, 12:21 a.m.

Status: Resolved

Update: This incident has been resolved.

Time: March 6, 2024, 11:54 p.m.

Status: Monitoring

Update: A fix has been implemented. We continue to monitor the systems to ensure that everything works smoothly.

Time: March 6, 2024, 10:58 p.m.

Status: Identified

Update: We've identified a cause of the issue and are restoring the service. The issue may sporadically appear in some stores only. We’ll keep you updated here.

Time: March 6, 2024, 9:32 p.m.

Status: Investigating

Update: We are continuing to investigate the issue. We sincerely apologise for the long outage. If you have any questions, please, contact us at [email protected].

Time: March 6, 2024, 8:53 p.m.

Status: Investigating

Update: Our team is still working on identifying the issue. We sincerely apologise for the long outage. The next update will be posted here in 30 minutes. If you have any questions, please, contact us at [email protected].

Time: March 6, 2024, 8:17 p.m.

Status: Investigating

Update: Our developers are still on the process of investigation. The issue may sporadically appear now, we are doing our best to identify and fix this. Please, accept our apologies for the outage. The next update is expected in 30 minutes. If you have any questions, please, contact us at [email protected].

Time: March 6, 2024, 7:40 p.m.

Status: Investigating

Update: We are continuing to investigate this issue and find the cause of this. We sincerely apologise for this downtime. The next update will be here in 30 minutes.   Thank you for your patience. If you have any questions, please, contact us at [email protected].

Time: March 6, 2024, 7:06 p.m.

Status: Investigating

Update: Currently our developers are trying to roll back the current changes to identify the issue and proceed with the fix. Please, accept our apologies for a long outage. The next update will be posted in 30 minutes. If you have any questions, please, contact us at [email protected].

Time: March 6, 2024, 6:34 p.m.

Status: Investigating

Update: At the moment, our developers are still investigating this to find the major cause of this. We'll post another update in 30 minutes. If you have any questions, please, contact us at [email protected].

Time: March 6, 2024, 6:14 p.m.

Status: Investigating

Update: We are continuing to investigate this issue.

Time: March 6, 2024, 6:13 p.m.

Status: Investigating

Update: Some Ecwid storefronts and store components (tabs) are not loading. We are investigating the issue right now. All your store data (catalog, orders, settings, etc) is safe and intact. The storefronts and store admins will be up and running once we fix the issue. We apologize for this downtime. We’ll post the next update here in 15 minutes. If you have any questions, please, contact us at [email protected].

Time: Feb. 9, 2024, 10:26 p.m.

Status: Resolved

Update: This incident has been resolved. Some users may not see recent orders that were placed in their stores during the incident. This is only a visual issue and orders are saved in our databases. If that's the case for you, please contact us at [email protected], so we can make those orders visible in your store manually.

Time: Feb. 9, 2024, 10:09 p.m.

Status: Monitoring

Update: A fix has been implemented and we are monitoring the results.

Time: Feb. 9, 2024, 8:19 p.m.

Status: Investigating

Update: Orders don't appear in Ecwid admin accounts and checkout page loads slowly in 25% of US stores. Although orders are saved in our databases, they're currently hidden on the webpage. Our developers are investigating the issue.