Clerk.io experienced a major incident on October 20, 2025 affecting Website's (my.clerk.io), lasting 21h 16m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Oct 20, 2025, 07:58 AM UTC
My.clerk.io and support are unavailable The production API is currently not affected - you will still see search and recommendation results on your store. Several of our service providers are currently experiencing issues, leading to timeouts and errors that prevent us from loading your account information into my.clerk.io or accessing our support tools. As this appears to be a wider internet issue, there is not much you or we can actively do at this time. We are monitoring the situation closely and will provide updates here as soon as we have more information.
- resolved Oct 21, 2025, 05:14 AM UTC
Service is now fully restored. At 00:53 CEST, AWS reported their services as fully recovered. At 03:33 CEST, our downstream provider reported their service restored as well, automatically restoring full and reliable access to my.clerk.io. We would like to reiterate that the production API and CDNs, which are used to provide the search, recommendations, and chat services for your webshop, as well as our email-related products, were unaffected during this time. Only my.clerk.io was sporadically unavailable. Nevertheless, we will be undertaking a project to ensure that the availability of my.clerk.io will not be relying on third parties to this degree but will instead gracefully degrade and let you access all your data using usual clerk.io tools, minus whatever component is currently having issues, whether that is payments or support chat.