Ecwid incident
Ecwid by Lightspeed Chat support is not available for some users
Ecwid experienced a major incident on June 20, 2023 affecting Admin and Third-party services, lasting 3h 13m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jun 20, 2023, 07:17 AM UTC
At the moment we experience issues with our support chats: some users may not be able to reach our agents. We're in contact with the Zendesk Support team (the service providing us with the Support tools). We are very sorry for this! At the moment you can send your questions to [email protected]. All your data (products, orders, customer details, store settings, etc) is safe and intact. The storefronts and control panels are up and running. We'll post next update in 30 minutes.
- monitoring Jun 20, 2023, 08:34 AM UTC
The situation with chat availability stabilized. The chat option should be available for all users now. Zendesk Support team (the service providing us with the Support tools) continues to monitor the issue until it fully resolved.
- monitoring Jun 20, 2023, 10:29 AM UTC
We are continuing to monitor for any further issues.
- resolved Jun 20, 2023, 10:31 AM UTC
The issue with our support chats is fixed! Now all the users can access the chats from their Ecwid by Lightspeed admins. All your data (products, orders, customer details, store settings, etc) is safe and intact. The storefronts and control panels are up and running.