Rebuy had 36 outages in the last 2 years totaling 23h 24m of downtime — averaging 1.5 incidents per month.
There were 36 Rebuy outages since July 26, 2024 totaling 23h 24m of downtime. Each is summarised below — incident details, duration, and resolution information.
A release to the Rebuy storefront SDK on 2026-05-11 introduced a regression for merchants who have the Rebuy app installed but do not have Smart Cart V2 active: clicks on their native Shopify cart icon stopped opening their theme's cart drawer.
On May 11, 2026, a Rebuy Storefront SDK update introduced an issue that prevented the native Shopify cart icon from opening the cart drawer on storefronts where Smart Cart V2 was not active. The issue was present from 9:36 AM EDT and identified at 12:32 PM EDT. A fix was deployed by 12:50 PM EDT and full functionality was confirmed restored shortly after. Total time from identification to resolution was approximately 18 minutes. We apologize for any disruption this caused to your shoppers and are taking steps to prevent recurrence.
We are currently investigating legacy carts not rendering, widgets, and data sources.
The issue has been identified and a fix is being implemented.
The issue has been identified and a fix is being implemented.
A fix has been implemented, and we are monitoring results.
This incident has been resolved, and everything is back to operational.
**Description:** On March 5th, between 4:58 PM and 5:20 PM EST, merchants may have experienced issues accessing certain areas of the Rebuy Admin. Affected areas included Data Source configuration, Smart Cart V1, and Admin Settings. The disruption lasted approximately 20 minutes. No storefront disruptions occurred for active merchants and no data was lost or corrupted. **Root Cause:** A scheduled security update introduced an incorrect configuration change during our release process, causing the affected Admin areas to become unavailable. **Resolution:** Our engineering team identified the root cause immediately after deployment and deployed a targeted fix, restoring full service by 5:20 PM EST. **Next Steps:** We are adding additional validation steps to our release process to prevent this class of error from reaching production in the future.
Description On February 24th at 3:11 PM EST, a code change was deployed as part of a security improvement. The following morning at 8:35 AM EST, merchants began experiencing Shopify Checkout Extensions not rendering. Core checkout functionality remained operational and no data was lost or corrupted. Root Cause: The deployed change introduced a data shape update that was not reflected in the Checkout Extension schema, causing validation to fail during extension initialization and preventing extensions from rendering. Resolution: Our engineering team identified the mismatch and deployed a fix at 10:05 AM EST on February 25th, restoring full Checkout Extension functionality. Next Steps: Review and improve existing monitoring coverage for extension initialization failures to ensure alerts fire as expected. Additionally, introduce cross-functional review requirements for changes that touch shared data contracts to catch downstream impacts before deployment.
We're currently aware of an issue that may temporarily affect the ability to create new Smart Carts, Smart Flows, Widgets, Bundle Builder, Monetize or add new packages. Our team is actively working to resolve this as quickly as possible. All existing configurations and on-site tooling remain fully functional. No action is needed on your end. We'll provide an update once everything is back to normal. Thank you for your patience!
The issue has been identified and a fix is being implemented.
A fix has been implemented and we are monitoring the results.
All tests are showing positive results. This issue has been resolved.
**Description:** On February 18th, between 12:44 PM and 1:44 PM EST, merchants may have experienced errors when attempting to create new configurations within the Rebuy platform. Affected actions included the creation of Smart Carts, Checkout Extension Widgets, Merchandising Widgets, Bundle Builder, Smart Flows, and Monetize Widgets. The disruption lasted approximately 60 minutes. Read operations and existing store configurations were not impacted, meaning no storefront disruptions occurred for active merchants, and no data was lost or corrupted. **Root Cause:** A planned platform deployment unintentionally introduced a dependency update that conflicted with how our system handles certain create and update operations, causing those requests to fail. **Resolution:** Our engineering team identified the root cause and deployed a targeted fix within the same deployment window, restoring full service by 1:44 PM EST.
We experienced a brief issue where some users encountered an internal error message upon login, preventing access to the system. The team quickly identified and resolved the issue, with the total impact lasting approximately 6 minutes.
**Description:** On January 6th at approximately 4:10 PM ET an update aimed at improving security caused a temporary disruption, affecting some user logins for approximately 6 minutes. The issue was linked to unexpected behavior in the system's connection to our Redis database, crucial for authentication. **Root Cause:** The update unintentionally allowed operations in production environments that were unnecessary, combined with temporary Redis connection issues, which impacted some user logins. **Resolution:** We reverted the changes to restore service stability. **Next Steps:** We are implementing additional safeguards and better error handling to prevent similar issues from arising in the future. We will then re-deploy the security change after the additional tests have been complete.
On Dec 19, between approximately 6:19–8:55 AM ET, an upstream network provider experienced intermittent performance issues that led to unexpected errors and degraded performance for some users. The issue was identified, a fix was applied, and service was fully restored the same day after continued monitoring.
A change made to one of our cloud providers Web Application Firewall (WAF) parsing logic led to an unexpected network outage for several minutes on the morning of Dec 5. During this time, there were reports of 500 internal server errors when attempting to access the Rebuy platform. It lasted for approximately 15 minutes. The issue was resolved once the fix was implemented and the network returned to normal. Ongoing monitoring was conducted to ensure stability. There are no further issues at this time
We are currently impacted by an outage that our cloud provider is experiencing. We are seeing some services recover, but customers may continue to observe higher-than-normal error rates as we continue remediation efforts. The team is working on the issue and we will relay any information that we get as we get it. Thank you for your patience.
We are still encountering intermittent errors. The team continues the investigation and remediation efforts.
The provider has just announced that the issue has been identified and a fix is underway. We are seeing things beginning to stabilize on our monitoring.
They have implemented the fix and we are now seeing pre-outage performance return. We are monitoring for further updates.
The cloud provider has identified the issue and restored service. All systems are operational. Continuing to monitor.
Our third-party provider has confirmed that the issue is identified and fully resolved, and our systems are operating normally. We are no longer seeing any related errors or service impact. We are working with the provider to understand the root cause and will share a post-mortem as soon as it becomes available.
We are currently experiencing some technical difficulties. The team is aware and investigating.
The team believes that they have uncovered the issue and are currently taking steps to resolve.
A fix has been implemented and we are starting to see issues resolving. We are monitoring to ensure stability.
The incident has been resolved. Our team will investigate the root cause and share the findings in this incident once available.
**Incident Summary:** On October 15, 2025, users experienced a temporary outage beginning around 12:30 PM EDT. During this period, the site was unavailable and requests returned error messages. **Root Cause:** The outage occurred as part of a planned upgrade to our PHP platform. Certain default configuration settings in the new environment were incompatible with our existing application setup, which prevented the system from starting correctly. Once identified, these configurations were adjusted and service was restored. **Preventive Measures:** We’ve updated our deployment and validation processes to better account for these types of environment-specific configuration differences during future upgrades. There is no ongoing risk or further impact is expected.
Our team has noticed an increase in errors within the Rebuy administrative portal and is currently investigating the issue. All on-site functionality remains unaffected. Further updates will be provided shortly.
We are continuing to investigate this issue.
The issue has been resolved with an implemented fix. We are actively monitoring and testing to ensure everything is functioning correctly. Note: We had some reports of errors on-site after the initial outage message was sent.
All errors have been resolved, and testing has been successful. The team is continuing to monitor the situation to ensure ongoing stability.
The incident has been resolved. Our team will investigate the root cause and share the findings in this incident once available.
**Incident Summary:** On October 7, 2025, a code release to production caused a temporary impact to the admin portal and some storefront functionality between 3:10 PM and 3:20 PM EST. The issue was quickly identified and resolved, and service was restored shortly after. **Root Cause:** The incident was caused by a missing PHP extension in the production release, which was not identified during pre-deployment testing. **Preventive Measures:** To prevent recurrence, we have: * Enhanced testing procedures in staging before releases. * Added additional checks to ensure all components are included to verify this error doesn't appear in future deployments.
This incident has been resolved. Rebuy's storefront functionality experienced an outage lasting approximately 40 minutes, which was traced to an issue with our Cloudflare integration. Upon identification of the root cause, immediate corrective actions were taken, resulting in the swift restoration of all affected services.
**Incident Summary:** Our platform experienced a temporary outage that impacted checkout and cart functionality. This disruption prevented some transactions from completing. Service was restored immediately after updating our Cloudflare account, and all systems have remained stable since. **Root Cause:** The outage was triggered by an unexpected enforcement for a policy on our Cloudflare service. This enforcement led to a sudden suspension, and no advance notice was provided. Once the account was updated, services returned to normal. **Preventive Measures:** To prevent recurrence, we have: * Confirmed that our services and expectations are aligned properly with Cloudflare so that there is no future issues. * Engaged Cloudflare directly to improve escalation paths and notification processes for any future account-related issues.
We’re currently looking into an issue where changes made in the admin are showing an error, even though they’ve been successfully saved. In the meantime, simply refresh the page, and you should see the changes you made. We're actively working on fixing the inaccurate error message. Thanks for your patience!
We've identified the issue and implemented a fix to reduce its impact.
The issue has been resolved at this time. Apologies for the inconvenience!
We are currently investigating the issue.
We are investigating the issue
The issue has been identified, and a fix is being implemented.
A fix has been implemented and we are monitoring the results.
The issue involving Smart Search loading has been fully resolved, and everything is functioning as expected.An update included an improperly formatted file, which conflicted with smart search. The file was reformatted to correct the issue.
We are currently seeing issues with checkout widgets and content blocks. The team is actively engaged.
We are continuing to investigate this issue.
The issue has been identified and a fix is being implemented.
This incident has been resolved.
**Issue:** Some Shopify merchants experienced issues with widgets not displaying correctly in their checkouts. This was linked to a new feature we recently introduced within the checkout extension framework. The disruption was traced back to a logic issue that caused valid widget IDs to be misinterpreted as invalid, impacting the visibility of the widget during checkout. **Actions Taken:** * **Rollback to Stable Version:** As soon as the issue was confirmed, we rolled back to the last known-good version of the extension to limit further impact. * **Root Cause Fix:** Once identified, the root cause was addressed with a hot-fix to ensure valid widget IDs were recognized appropriately.
We are currently investigating reports of login and navigation difficulties within the Rebuy administrative portal. These issues appear to be affecting user access and navigation, but all on-site features, such as widgets, Smart Cart, Smart Search, and other core functionalities, remain fully operational. Our team is working to resolve the issue as quickly as possible, and we will provide further updates soon.
A fix has been implemented and we are monitoring the results.
The issues have been resolved following the recent changes applied. We will conduct a post-mortem analysis and share the findings.