Ecwid experienced a critical incident on May 9, 2022 affecting Third-party services, lasting 2h 31m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating May 09, 2022, 05:11 PM UTC
Ecwid Support is currently unavailable: chats and Help Center. We're in contact with the Zendesk Support team (the service providing us with the Support tools) At the moment, you can send your questions at email address: [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 are very sorry for this. The approximate time of when the issue is resolved is in 30 minutes. We’ll be posting updates here every 30 minutes.
- investigating May 09, 2022, 05:53 PM UTC
The issue is persisting. Our Account Owner and we are in touch with the Zendesk Support team (the service providing us with the Support tools). We found the cause of the issue - renewal subscription date. The next update will be in 30 minutes. We'll make sure this gets fixed for good going forward.
- identified May 09, 2022, 06:53 PM UTC
Zendesk has restored our account and the live chat is available again. Feel free to contact us via chat. We'll be glad to help you! Help Center is still not opening. We're continue investigating it. The next update will be in half an hour.
- resolved May 09, 2022, 07:43 PM UTC
We have finally fixed the issue with our Support tools. You can contact us via the live chat, send your requests to [email protected] and search articled in our Help Center: https://support.ecwid.com/hc We received all emails sent along the incident and will process them as soon as possible.