Is NewStore down?

Yesterday from approximately 17:40 UTC until approximately 20:30 UTC there was an incident involving external order lookup in the Associate App. This would have affected in-store returns and order history retrieval for retailers using external OMS. We will be performing a formal RCA and share an Incident Report with affected customers. We apologize for the impact this may have caused your store operations.

We are currently experiencing an outage affecting NOM Insights Reporting. Reports may begin to load but ultimately fail to complete. We are actively investigating the issue and will provide updates here as we make progress.

A fix has been implemented for the issue affecting NOM Insights Reporting. Reports are now loading successfully, and we are continuing to monitor the system to ensure stability. We will provide another update once we have confirmed there is no recurrence of the issue.

This incident has been resolved. NOM Insights Reporting is now functioning normally, and reports are loading successfully. Thank you for your patience.

We have identified an issue impacting receipt generation. We are actively working to identify the root cause and implement a fix. The failed receipts will be generated once the issue is resolved. We apologize for the disruption this may cause and will provide updates here as more information becomes available.

We have resolved the issue impacting receipt generation. All previously failed receipts have been successfully processed and are now available for printing. We apologize for the disruption and appreciate your patience.

We experienced a temporary service disruption caused by an infrastructure issue affecting order processing from 2026-04-16T13:06 UTC to 2026-04-16T13:43:00 UTC. During this window, some orders failed to capture, payment authorization events were delayed or errored, and retailers may have observed elevated response times ("spinner" behavior) in the apps. The issue has been resolved and platform performance has stabilized. Our team has replayed all events and any integration impact observed during this time should now be mitigated. We apologize for any impact that this caused during this time. Please contact NewStore Support with any questions or need further assistance.

We are currently investigating an increase in errors and will provide an update shortly.

The fix has been successfully rolled out, and services are now recovering. We’re already seeing healthy incoming traffic returning to normal levels.

The issue is resolved.

The Post Incident Report for this outage is available in the NewStore Trust Center at [https://app.vanta.com/newstore.com/trust/vdn23a45ze06nf74xky1jd/resources?s=zpnhpsaovigqua6y193bqw&name=pir-205700-api-and-pos-outage-apr-1-2026-.pdf](https://app.vanta.com/newstore.com/trust/vdn23a45ze06nf74xky1jd/resources?s=zpnhpsaovigqua6y193bqw&name=pir-205700-api-and-pos-outage-apr-1-2026-.pdf) Please register as a user for the NewStore Trust Center to get access to the document. [https://docs.newstore.com/docs/information-security-at-newstore#requesting-access-to-newstore-information-security-resources](https://docs.newstore.com/docs/information-security-at-newstore#requesting-access-to-newstore-information-security-resources)