Shelf.io incident
Service Availability Incident: Elevated 5xx Errors Across Regions
Shelf.io experienced a critical incident on September 12, 2025 affecting Integrations and Integrations and 1 more component, lasting 3h 29m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Sep 12, 2025, 05:04 PM UTC
Starting at 16:30 UTC, an infrastructure issue caused elevated 5xx errors for application and API requests. We have identified the cause and are rolling out a fix. Impact affects a subset of customers across multiple regions.
- identified Sep 12, 2025, 05:14 PM UTC
We are seeing recovery in the CA and EU regions, and a fix is being rolled out to the remaining regions. A subset of customers outside those regions may still be impacted.
- identified Sep 12, 2025, 05:21 PM UTC
We are continuing to work on a fix for this issue.
- identified Sep 12, 2025, 05:30 PM UTC
We are continuing to work on a fix for this issue.
- identified Sep 12, 2025, 05:57 PM UTC
Search has recovered across regions. Feedback and CPW remain degraded for a subset of customers while the fix completes rollout. Next update within 30 minutes.
- monitoring Sep 12, 2025, 06:05 PM UTC
We’ve deployed a fix and are seeing recovery for application and API requests across regions. If you encountered errors, please try again or refresh your browser.
- monitoring Sep 12, 2025, 06:10 PM UTC
All services have recovered. Error rates and latency are back to normal across all regions. We’ll continue to monitor closely for the next hour. If you still encounter issues, please refresh your browser and try again.
- resolved Sep 12, 2025, 08:00 PM UTC
This incident has been resolved.