parcelLab experienced a minor incident on October 9, 2025 affecting parcelLab App, lasting 4h 23m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Oct 09, 2025, 01:14 PM UTC
Issue: The search index in app.parcellab.com has failed and is currently being rebuilt. Impact: Search functionality within app.parcellab.com, API, and connected plugins (e.g. Zendesk integrations) will return errors. Unaffected: All data ingestion, background processing, and email sending continue to operate normally. Status: Index rebuild in progress. Service will resume automatically once complete.
- investigating Oct 09, 2025, 02:03 PM UTC
We are scaling up the infrastructure to speed up index build.
- investigating Oct 09, 2025, 03:13 PM UTC
We experienced an API service degradation causing timeout issues. The database scaling is now complete and API should be fully available. We are still rebuilding the search index.
- monitoring Oct 09, 2025, 05:29 PM UTC
Search is available again with a limited index, therefore not all search terms are fully available again. Searches for email address, order numbers and tracking numbers are working again.
- resolved Oct 09, 2025, 05:37 PM UTC
We confirm the search to be working in limited functionality. Searches for email address, order number and tracking number are available. Other search fields and filters remain inactive, as the search master index is being rebuilt. We will update once this is completed.