Some users are unable to complete purchases through the Shop

Update timeline

1. investigating Sep 05, 2025, 07:52 AM UTC

   Some users are unable to complete purchases through the Shop. The issue is being investigated with the highest priority, and we will provide an update as soon as we have additional information to provide and/or the issue has been resolved.

2. investigating Sep 05, 2025, 08:46 AM UTC

   We are continuing to investigate the issue with the highest priority.

3. monitoring Sep 05, 2025, 09:11 AM UTC

   A fix has been implemented which should have resolved the issue. We are monitoring the situation.

4. monitoring Sep 05, 2025, 09:17 AM UTC

   Some users are still seeing issues and we are working to resolve these as we monitor the situation.

5. identified Sep 05, 2025, 10:45 AM UTC

   We are still working to resolve the issues for affected users.

6. monitoring Sep 05, 2025, 12:25 PM UTC

   Another fix is currently being implemented. It may take some time to have effect for all users, therefore we will continue to monitor the situation.

7. monitoring Sep 05, 2025, 01:20 PM UTC

   We are currently addressing an incident involving the update of database items. This large-scale operation is progressing steadily but requires extended processing time due to its complexity. While partial resolution has been achieved, full remediation is expected to continue into the weekend. Our engineering teams are actively monitoring the update to ensure data consistency and system stability throughout the process. We appreciate your patience and will continue to provide updates as the situation evolves.

8. resolved Sep 08, 2025, 07:59 AM UTC

   We have monitored the situation all through the weekend as the update to databases was on going. Processing has completed and it seems to have resolved the issues. All affected users, should be able to complete their purchases in Shop without further issue in relation to this incident. We apologise for the inconvenience it may have caused.