Retention Science Outage History

Retention Science is up right now

Pingoru has recorded 44 incidents for Retention Science: 0 in the last 12 months and 0 in the last 90 days.

Source: status.retentionscience.com

44incidents recorded
0last 12 months
0last 90 days
–typical duration
Incidents per month
012AprMayJunJulAugSepOct0
Share of hours with an open incident, any severity
0%50%100%AprMayJunJulAugSepOct0%
Pingoru began tracking Retention Science in April 2026, so earlier months are not shown. Hover a bar for its value.
Show as a table
MonthIncidentsHours with an open incident
April 202600 of 720 (0%)
May 202600 of 744 (0%)
June 202600 of 720 (0%)
July 202600 of 744 (0%)
August 202600 of 744 (0%)
September 202600 of 720 (0%)
October 202600 of 523 (0%)

Incidents, newest first

Critical October 17, 2025 Shopify Imports - Service Stopped 32d 2h Data Imports Service

Started Oct 17, 2025, 07:15 PM UTC· resolved Nov 18, 2025, 10:00 PM UTC

  1. identified Oct 17, 2025, 07:15 PM UTC

    Due to changes in the Shopify API we are unable to import any data with the Retention Science/Ecommerce Pro application created for Shopify customers. We are actively working on a solution and will update the status page with more info when it is available. In the meantime, manually exporting users from Shopify to a file and importing into accounts is the most viable workaround. (users, orders, items and other data will be uploaded as soon as the application is restored.) For manual imports, please see: https://help.retentionscience.com/hc/en-us/articles/115008016767-How-to-upload-lists For manually importing data that is not just users, please reach out to support for next steps.

  2. identified Oct 22, 2025, 01:43 PM UTC

    We are continuing to work on a fix for the Shopify import issue. We are working on early versions of the new API calls that were migrated from REST endpoints to GraphQL endpoints, and things seem to be going well so far. It will take some time to finish replacing all endpoints, fix the automated tests, and do thorough manual testing.

  3. identified Oct 30, 2025, 12:19 AM UTC

    We are continuing to work on the broken Shopify imports issue. We have rough replacement code written for all affected API endpoints, but we are in the manual testing phase, which may take some time. Our current estimate is a production deployment by mid next week. Thank you for your patience, and please stay tuned for more updates.

  4. identified Nov 08, 2025, 12:15 AM UTC

    Good news--we've deployed an Alpha version of the fixed code and are currently testing. Will update further once the production testing is completed.

  5. identified Nov 12, 2025, 09:55 PM UTC

    Great news! We have deployed a change that will work for most clients. We are pushing out the change carefully, monitoring for issues. Because we now have a path forward, we are downgrading this status to a "partial outage". Clients who have a very large amount of data may have to wait a bit longer for a fix, as there are some Shopify API limitations for which we may need to find a workaround.

  6. identified Nov 18, 2025, 09:58 PM UTC

    Excellent news-- we've finished rolling out Shopify imports for all clients. We're closing this status as fully operational! We hope you have a wonderful Thanksgiving!

  7. resolved Nov 18, 2025, 10:00 PM UTC

    Nov 18, 14:00 PST Resolved - This incident has been resolved. Nov 18, 13:58 PST Update - Excellent news-- we've finished rolling out Shopify imports for all clients. We're closing this status as fully operational! We hope you have a wonderful Thanksgiving! Nov 12, 13:55 PST Update - Great news! We have deployed a change that will work for most clients. We are pushing out the change carefully, monitoring for issues. Because we now have a path forward, we are downgrading this status to a "partial outage". Clients who have a very large amount of data may have to wait a bit longer for a fix, as there are some Shopify API limitations for which we may need to find a workaround. Nov 7, 16:15 PST Update - Good news--we've deployed an Alpha version of the fixed code and are currently testing. Will update further once the production testing is completed. Oct 29, 17:19 PDT Update - We are continuing to work on the broken Shopify imports issue. We have rough replacement code written for all affected API endpoints, but we are in the manual testing phase, which may take some time. Our current estimate is a production deployment by mid next week. Thank you for your patience, and please stay tuned for more updates. Oct 22, 06:43 PDT Update - We are continuing to work on a fix for the Shopify import issue. We are working on early versions of the new API calls that were migrated from REST endpoints to GraphQL endpoints, and things seem to be going well so far. It will take some time to finish replacing all endpoints, fix the automated tests, and do thorough manual testing. Oct 17, 12:15 PDT Identified - Due to changes in the Shopify API we are unable to import any data with the Retention Science/Ecommerce Pro application created for Shopify customers. We are actively working on a solution and will update the status page with more info when it is available. In the meantime, manually exporting users from Shopify to a file and importing into accounts is the most viable workaround. (users, orders, items and other data will be uploaded as soon as the application is restored.) For manual imports, please see: https://help.retentionscience.com/hc/en-us/articles/115008016767-How-to-upload-lists For manually importing data that is not just users, please reach out to support for next steps.

  8. resolved Nov 18, 2025, 10:00 PM UTC

    This incident has been resolved.

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