Ecwid incident
Email notifications aren't delivered to some users due to an issue with the third-party service
Ecwid experienced a major incident on December 16, 2022 affecting Third-party services, lasting 20h 31m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Dec 16, 2022, 07:49 PM UTC
We are experiencing an issue that relates to the notification emails from our platform for some stores. As a result, some store owners and customers do not receive email notifications. For example, emails aren't received by some customers who try to log into their customer accounts through the Sign-in by link feature. This happens due to an issue on a third-party mailing server provider's side. Note: the issue doesn’t anyhow affect the stores data (orders, products, customers, etc.) and storefront - all your data is safe and your customers are able to place orders as usual. The issue only affects the email notifications. We are sorry for this issue to occur.
- monitoring Dec 16, 2022, 08:50 PM UTC
We are waiting for a third-party mailing service to fix the issue with our email notifications on their side. We'll keep you updated on the status.
- monitoring Dec 16, 2022, 09:23 PM UTC
We are still waiting for a third-party to fix the issue with our email notifications. We'll keep you updated on the status.
- monitoring Dec 16, 2022, 11:56 PM UTC
A third-party mailing service is processing and sending emails, but with a large delay. They are still working on ways to speed up the queues. We'll let you know as soon as we have additional updates to share.
- monitoring Dec 17, 2022, 04:30 AM UTC
Email notifications are starting to send more quickly and the mailing service beginning to make some progress on working through the queues. We'll keep you updated on the status. Thank you!
- resolved Dec 17, 2022, 04:21 PM UTC
This incident has been resolved.