ShopKeep experienced a critical incident on October 20, 2025 affecting BackOffice, lasting 6h 54m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Oct 20, 2025, 01:33 PM UTC
Some ShopKeep users are reporting experiencing issues with syncing transaction data to the S-Series Backoffice. We are investigating the issue and its potential cause(s). Please subscribe to updates on this page for new information as we uncover it.
- identified Oct 20, 2025, 01:45 PM UTC
The BackOffice is currently experiencing degraded performance. We have identified the issue and we are working to resolve this as soon as possible. Please subscribe to this page for further status updates.
- identified Oct 20, 2025, 02:41 PM UTC
Lightspeed systems are currently experiencing intermittent issues related to an ongoing AWS service disruption. We’re working with AWS to restore service and are seeing partial service recovery. We continue to work on the issue and will post updates here. Thank you for your patience.
- identified Oct 20, 2025, 06:59 PM UTC
After a extended period of service recovery, we are again experiencing increased error rates in Lightspeed systems, related to the ongoing AWS service issue. Our engineers are continuing to work on the issue.
- monitoring Oct 20, 2025, 07:50 PM UTC
The BackOffice issue has been resolved and all ShopKeep customers should be able to access all BackOffice features as normal. We will continue monitoring performance until the full resolution has been confirmed.
- resolved Oct 20, 2025, 08:28 PM UTC
This incident has been resolved.