Degraded performance in the Associate App (AA) and Omnichannel Manager (NOM)

Update timeline

1. resolved Oct 17, 2025, 02:42 PM UTC

   On October 16th, 2025, NewStore experienced an incident between 07:46 UTC and 08:00 UTC that temporarily affected authentication-related services. During this time, you and your teams may have experienced: Login failures or degraded performance in the Associate App (AA) and Omnichannel Manager (NOM) Inability to place or complete sales and orders, including errors when scanning items or attaching customers to carts Customer search issues and delays when accessing certain pages in NOM (e.g., Users or Sales Orders) Failures in user-management actions such as creating or updating users, roles, or permissions Temporary invalidation of cached login sessions, requiring associates to log in again once their access token expires Integration issues, errors when fetching new tokens for API and domain clients All services were fully restored at 08:00 UTC, and the platform has been stable since. We are currently conducting a full post-mortem analysis and will share a detailed Post-Incident Report (PIR) with you once it is complete. This report will include the root cause, contributing factors, and the preventive measures being implemented. We sincerely apologize for the disruption this caused to your operations and thank you for your understanding and partnership as we continue to improve the resilience of our platform.