BrandShelter had 7 outages in the last 2 years totaling 20h 19m of downtime — averaging 0.3 incidents per month.
There were 7 BrandShelter outages since June 20, 2024 totaling 20h 19m of downtime. Each is summarised below — incident details, duration, and resolution information.
Our monitoring connection was lost to the .US TLD for a short period. This only impacts our domain monitoring service and means .US TLDs may have been missing from some monitoring reports. The connection has now been restored and as a result you may see a temporary increase in monitoring results for daily, weekly and monthly reports while historical .US data is populated.
We experienced an issue affecting all clients using the BrandShelter portal. Unable to access the portal. Reason: We lost connection with a critical third party API causing pages to timeout and high load on servers. Root cause still being investigated and we are looking to enhance monitoring for future issues.
We are continuing to monitor for any further issues.
This incident has been resolved.
Summary On 17 February 2026, the BrandShelter platform experienced a temporary service degradation impacting operations submitted via the web platform and the DNS API. Impact Customers may have encountered slowness or intermittent unavailability when performing various actions (but not limited to): Domain modifications DNS-related operations SSL order–related actions Other platform operations relying on API processing DNS resolution itself was not impacted. Existing DNS records continued to resolve normally throughout the incident.
Root Cause A capacity limitation in our API communication layer caused some requests to be processed more slowly under load, resulting in temporary delays and instability for certain platform operations. Resolution A fix was deployed on 17 February 2026 around 16:54 UTC, restoring normal service Configuration changes improved stability and reduced internal errors Additional logging was added to speed up future diagnostics Updated API service versions were rolled out progressively and monitored
Between 17:36 UTC on 3rd July 2025 and 04:22 UTC on 4th July 2025, connections to backend systems, order processing, and brand monitoring services were unavailable. The issue has now been fully resolved.
It has come to our attention that our system may have sent out password reset requests to many clients & users of our platform - we can confirm that the platform has encountered an error which caused this & at no point do we believe the platform or accounts have been compromised. We will update this status as soon as we can confirm a fix has been deployed to prevent such unintentional system messaging / password resets in future. The next update will be provided by 03:00AM UTC. We apologise for any inconvenience caused during this time.
The Platform Team are continuing to investigate the situation however as an interim measure, they have now disabled the Password Reset function whilst the investigation continues. The next update will be provided by 05:00AM UTC We apologise for any inconvenience caused during this time.
The Platform Team are continuing to investigate the root cause of the issue. The Password Reset functionality will remain disabled until such a time the team can identify and resolve the issue. The next update will be provided at 07:00AM UTC We apologise for any inconvenience caused during this time.
The Platform Team are continuing the investigation at this time. The Password Reset functionality remains disabled until further notice. The next update will be provided at 09:00AM UTC. We apologise for any inconvenience caused during this time and thank you for your patience and understanding.
The investigation is still ongoing. While the cause of the issue is yet to be determined, we can confirm that no data was compromised or exposed. We appreciate your patience and will update the status post when more information is available
We are continuing to investigate this issue.
Our investigations identified an error in the platform which caused the issue. The issue has been fixed and the Password Reset functionality is now fully restored after being temporarily disabled as a precaution. Please note, it is not mandatory for users to reset their current passwords as there was no data breach. We can confirm that the platform, accounts, or data have not been compromised as a result of this issue.
We have identified an error in our front-end portal's ability to display domain portfolios - both in master and sub accounts. This is a read problem and has not affected the portfolios themselves. We are working to resolve this read-function now which will ensure accounts display the correct DUM. Note: this read error poses no risk to the account(s) or portfolio(s). We will issue an update here no later than 09:40 UTC on 20 June 2024.
The cache sync has started which will fix the display error - this should be fully resolved within the next 30-minutes. Please contact support if there are urgent changes needed during this time and we will do these manually for you while the sync is completing.
The sync has been completed, all DUM and products are now being displayed correctly. Should you have ongoing issues or need assistance, please contact support and we'll come back as soon as possible