ShopWired Outage History

Started Oct 21, 2026, 11:39 AM UTC· resolved Oct 21, 2026, 05:38 PM UTC

1. investigating Oct 21, 2026, 11:39 AM UTC

   Whilst we apply some urgent security updates, we need to temporarily disabled file uploads and imports across ShopWired as a precautionary measure. This affects features including product/category imports, image uploads and all other file upload functions. We apologise for the inconvenience and are working to restore these features as soon as possible. Thank you for your patience.

2. investigating Oct 21, 2026, 12:22 PM UTC

   Whilst we continue applying urgent security updates, we are making temporary adjustments to our security measures. These changes are affecting file uploads and imports, and may also temporarily affect other features across the platform. Our technical team is actively monitoring the situation and adjusting the measures to minimise disruption whilst maintaining security. We apologise for the inconvenience and will provide further updates as soon as possible.

3. investigating Oct 21, 2026, 02:12 PM UTC

   We will be temporarily taking the ShopWired platform offline whilst we apply urgent security upgrades to our infrastructure. This is a precautionary measure to ensure the platform remains secure whilst the updates are installed. We apologise for the disruption and are working to restore normal service as quickly as possible. We will provide further updates as soon as possible.

4. identified Oct 21, 2026, 02:34 PM UTC

   Our engineers are now working to bring the platform back online following the security patches and fixes. We will send another update as soon as we can. We appreciate all our users patience whilst we resolve this issue which is a security emergency affecting millions of websites.

5. identified Oct 21, 2026, 03:10 PM UTC

   We apologise for the continued delay and disruption to our services. Our engineers are continuing to apply the fixes.

6. identified Oct 21, 2026, 03:55 PM UTC

   Our teams are continuing to apply the updates and ensure that data is protected before the platform is brought back online. The process should not take too much longer. We thank you all again for your patience.

7. identified Oct 21, 2026, 04:33 PM UTC

   The updates have now been applied and we are about to bring services back online.

8. resolved Oct 21, 2026, 05:38 PM UTC

   We have now completed the urgent security upgrades to ShopWired's infrastructure, and services have been restored. The temporary security restrictions introduced earlier have also been lifted, and file uploads, imports and other affected features are available again. We apologise for the disruption caused today and appreciate your patience and understanding whilst we carried out this important maintenance. We will be emailing all customers tomorrow morning with a full update explaining the incident and the measures taken.

9. postmortem Oct 22, 2026, 04:27 AM UTC

   **This post mortem was circulated by email at 05:30 on Thursday 22nd October.** -------------------------------------------------------- Hello, I’m writing to explain yesterday's disruption to ShopWired, why we took the decision to temporarily suspend services, and the steps we took to protect the platform and our customers. Firstly, **I and the rest of the ShopWired team offer our sincere apologies for the disruption to your business yesterday**. I recognise that many of you rely on ShopWired to trade throughout the day, and that the interruption will have resulted in lost sales, inconvenience and disruption to your customers. I want to personally explain what happened and why I made the decisions I did. ### What happened? On 21st October, two critical security vulnerabilities were disclosed affecting PHP, a widely used technology that powers a significant proportion of websites around the world, including ShopWired. These vulnerabilities were extremely serious. If exploited, they would allow an attacker to execute malicious code on a vulnerable server without needing to log in. The implications of a successful attack on ShopWired could be very severe, allowing attackers to potentially access sensitive information or interfere with the operation of affected systems. This was not an issue specific to ShopWired. It was a security emergency across the internet, affecting millions of individual websites and platforms like ShopWired. The scale of the threat was such that government websites, hospitals and other major services in the UK and internationally were temporarily taken offline as a precaution. The UK's National Cyber Security Centre \(NCSC\) and NHS England both issued urgent security alerts. The NCSC specifically advised organisations to consider taking affected systems offline. You can read more about the incident from independent news organisations and official sources: * [Reuters — PHP developers release critical security fixes as websites go offline](https://www.reuters.com/business/php-programming-language-developers-issue-new-version-fixing-critical-2026-10-21/) * [Associated Press — Websites taken offline following discovery of critical PHP vulnerabilities](https://apnews.com/article/a0af9576808a0963efca8df14d4b5183) * [BBC-independent technology reporting: WIRED — Critical PHP vulnerabilities prompt worldwide security response](https://www.wired.com/story/this-is-not-a-drill-2-php-vulnerabilities-are-setting-the-internet-on-fire) * [UK National Cyber Security Centre — Official security alert](https://www.ncsc.gov.uk/news/critical-security-issue-affecting-php) * [NHS England — Critical vulnerabilities in PHP](https://digital.nhs.uk/cyber-alerts/2026/cc-4875) ### How ShopWired responded We became aware of the vulnerabilities as soon as information about them became public and immediately began investigating the potential impact on ShopWired. Our engineers began introducing preventitive additional security measures during the early hours of 21 October, before the full technical details of the vulnerabilities were available. As further information emerged, we strengthened those measures. At approximately **13:36**, we temporarily disabled file uploads and imports across the platform to reduce potential exposure - which was thought to be the main attack route for the exploit. At the same time, major internet security providers, including Cloudflare, were reporting emerging attack attempts across their networks. Information about how the vulnerabilities could potentially be exploited was also circulating publicly and available to anyone with access to the internet. The situation became increasingly difficult because the security patches had not yet been released, and there was considerable uncertainty about whether temporary protective measures would be sufficient. ### Why we took ShopWired offline As more technical information became available, it became clear that ShopWired's infrastructure could potentially be vulnerable. I faced a difficult decision. If we kept the platform online, allowing our users to continue trading and displaying their websites, we had to accept the possibility that attackers could attack ShopWired, exploit the vulnerabilities and cause catastrophic damage and steal customer data. Alternatively, we could temporarily suspend services and bring the platform “down” until the vulnerabilities had been addressed. **At approximately 15:11, in consultation with the engineers, I made the decision to take ShopWired offline. Not because we were being attacked, but because if we were attacked and data was stolen it would be incredibly harmful to both ShopWired and our merchants.** This was not a decision that I and the rest of the team took lightly. Thousands of businesses use ShopWired to operate their websites, and the platform processes and stores well over a million customer records and huge numbers of other information relating to our users and their customers. I felt that protecting that information, and the integrity of the platform, had to take priority over keeping services available whilst the security risk remained unresolved. I knew that the patch was coming and that we would be able to apply it and that our engineers were ready to do so. The decision to take the platform down was consistent with the advice being issued by national cybersecurity authorities, and similar precautionary shutdowns were taking place at other organisations around the world. ### Why restoring services took several hours The official PHP security patches were released during the afternoon of 21 October. However, releasing a software patch does not mean that every organisation can immediately install it. ShopWired, like many other organisations, relies on specialist software repositories that build and distribute compatible versions of PHP for the operating systems and server configurations in use. These services needed to prepare and publish their own updated packages. The disclosure of the vulnerability and its patch was not originally scheduled for yesterday but had to be brought forward because details of the vulnerability had already leaked. This left the services that distribute the patch rushing to finalise their fixes. Unfortunately, the repository we relied on was also experiencing availability problems, as well as our main backup repository. During this period, our technical team continued preparing and applying updates, verifying configurations and testing the changes necessary to restore services safely. We also needed to ensure that the updated software was compatible with ShopWired's infrastructure before allowing customer traffic to resume. **At approximately 18:38, the necessary upgrades had been completed and ShopWired was brought back online.** ### Communication during the disruption Throughout the incident, we published updates on our service status page: [https://status.shopwired.co.uk](https://status.shopwired.co.uk/) We recognise that the situation developed quickly and that it was difficult to provide precise restoration times whilst we were waiting for security patches and completing the necessary upgrades. We did our best to communicate developments as they occurred, although we appreciate that the uncertainty will have been frustrating. ### What happens next? We are conducting a thorough review of yesterday's events, including our technical response, the time taken to apply the security updates and whether there are improvements we can make to our procedures. We will also review how we communicate during major incidents and whether there are further steps we can take to reduce disruption in similar circumstances. The security of ShopWired and the information entrusted to us by our customers is a responsibility we take extremely seriously. ### Finally We have been working through the night to look for any evidence of any attack or successful exploit of the vulnerability on ShopWired - **we have** **not found any evidence that ShopWired was attacked.** I fully recognise the impact yesterday's disruption will have had on your business. For some merchants, several hours without their website being available will have meant missed orders, lost revenue and disappointed customers. I do not underestimate that impact. However, faced with the possibility of a serious security compromise, I believe temporarily suspending services whilst we applied the necessary fixes was the responsible decision. Again, I - along with the rest of the ShopWired team - would like to sincerely apologise for the inconvenience that you will have suffered and thank you for your patience and understanding.

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Started Jul 03, 2026, 09:58 AM UTC· resolved Jul 03, 2026, 10:19 PM UTC

1. investigating Jul 03, 2026, 09:58 AM UTC

   We're currently investigating an issue affecting websites and ShopWired admin causing 503 errors.

2. identified Jul 03, 2026, 10:45 AM UTC

   We have identified an issue affecting our infrastructure and deliverability of websites and the admin system. We have isolated the issue are are continuing to investigate. Currently, all visitors within the UK are able to visit websites and the admin system normally, visitors outside of the UK will see 503 or other types of errors. We are identifying the issue now and will post further updates imminently.

3. identified Jul 03, 2026, 11:07 AM UTC

   We are currently working to restore access to all other locations now.

4. identified Jul 03, 2026, 11:08 AM UTC

   Access to websites and admin from the UK has been, and continues to be, fully operational since approximately 11:35 BST.

5. monitoring Jul 03, 2026, 11:52 AM UTC

   A fix has been completed for our infrastructure in all locations and we are monitoring results.

6. monitoring Jul 03, 2026, 11:52 AM UTC

   We are continuing to monitor for any further issues.

7. resolved Jul 03, 2026, 10:19 PM UTC

   No further incidents occurred.

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Started May 11, 2026, 10:53 AM UTC· resolved May 11, 2026, 05:25 PM UTC

1. investigating May 11, 2026, 10:53 AM UTC

   We're currently investigating an incident affecting connectivity for websites and ShopWired admin.

2. identified May 11, 2026, 11:11 AM UTC

   The issue has been identified and a fix is being implemented.

3. monitoring May 11, 2026, 11:41 AM UTC

   A fix has been implemented and we are monitoring the results.

4. resolved May 11, 2026, 05:25 PM UTC

   This incident has been resolved.

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Started May 10, 2026, 07:00 PM UTC· resolved May 10, 2026, 07:00 PM UTC

1. resolved May 11, 2026, 02:56 AM UTC

   At approximately 20:22 the ShopWired platform was temporarily unavailable whilst important security updates were made to the platform servers. This was as necessary as a result of vulnerabilities discovered in Ubuntu operating software.

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Started May 08, 2026, 09:02 AM UTC· resolved May 11, 2026, 02:53 AM UTC

1. investigating May 08, 2026, 09:02 AM UTC

   We're investigating reports of connectivity issues from traffic from the US.

2. investigating May 08, 2026, 09:08 AM UTC

   We are aware this issue previously affected traffic in the UK and EU (some users or website visitors may have intermittently seen 503 errors when accessing websites or admin). These errors should now be resolved for all traffic except traffic originating from the USA. We are continuing to investigate the root cause of this error.

3. monitoring May 08, 2026, 09:27 AM UTC

   We have implemented a fix and are monitoring the results.

4. resolved May 11, 2026, 02:53 AM UTC

   This incident has been resolved.

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Started Apr 02, 2026, 05:47 AM UTC· resolved Apr 02, 2026, 07:19 AM UTC

1. investigating Apr 02, 2026, 05:47 AM UTC

   We are currently investigating degraded performance of the ShopWired platform, admin system, API and websites.

2. monitoring Apr 02, 2026, 05:58 AM UTC

   A fix has been implemented and we are monitoring the results.

3. resolved Apr 02, 2026, 07:19 AM UTC

   This incident has been resolved.

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Started Feb 24, 2026, 12:22 PM UTC· resolved Feb 24, 2026, 03:09 PM UTC

1. identified Feb 24, 2026, 12:22 PM UTC

   We have identified an issue affecting the live website preview within the theme editor and are currently working on a fix.

2. resolved Feb 24, 2026, 03:09 PM UTC

   This incident has been resolved.

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Started Nov 18, 2025, 11:50 AM UTC· resolved Nov 18, 2025, 02:43 PM UTC

1. identified Nov 18, 2025, 11:50 AM UTC

   Our provider Cloudflare are currently experiencing Global Network Issues. The issue is described on their status page at https://www.cloudflarestatus.com/incidents/8gmgl950y3h7. Please check this status page for the latest updates if your website is affected - if it is affected it will be presented with temporary connectivity issues. We will post updates to this page as and when we receive more news from Cloudflare.

2. identified Nov 18, 2025, 12:51 PM UTC

   Cloudflare have said "We are seeing services recover, but customers may continue to observe higher-than-normal error rates as we continue remediation efforts." and have stated they are continuing to investigate the issue.

3. resolved Nov 18, 2025, 02:43 PM UTC

   Cloudflare are now reporting that the issue has been resolved having stated "A fix has been implemented and we believe the incident is now resolved. We are continuing to monitor for errors to ensure all services are back to normal.". We will also continue to monitor performance.

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Started Sep 06, 2025, 10:17 AM UTC· resolved Sep 06, 2025, 10:19 AM UTC

1. investigating Sep 06, 2025, 10:17 AM UTC

   We're currently investigating an issue affecting the display of products on category and search pages across a sub-set of ShopWired websites.

2. resolved Sep 06, 2025, 10:19 AM UTC

   This incident has been resolved.

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Started Jul 16, 2025, 09:04 AM UTC· resolved Jul 16, 2025, 01:04 PM UTC

1. investigating Jul 16, 2025, 09:04 AM UTC

   We are currently investigating an issue affecting users of ShopWired Payments issuing refunds, capturing transactions and performing other actions within the ShopWired account. Front end websites are not affected, payments and transactions are being processed as normal without any issues.

2. resolved Jul 16, 2025, 01:04 PM UTC

   This incident has been resolved.

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Started Jun 27, 2025, 09:38 AM UTC· resolved Jun 27, 2025, 02:14 PM UTC

1. investigating Jun 27, 2025, 09:38 AM UTC

   We are currently investigating intermittent connectivity issues affecting websites, ShopWired admin and the API.

2. monitoring Jun 27, 2025, 10:02 AM UTC

   The connectivity issues lasted for approximately 7 minutes from 10.30am (UK time) but we are still actively monitoring the platform.

3. investigating Jun 27, 2025, 10:34 AM UTC

   Traffic to ShopWired Websites, admin and the API is currently suffering degraded performance and intermittent connectivity issues. We are currently investigating.

4. resolved Jun 27, 2025, 02:14 PM UTC

   This incident has been resolved.

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Started Jun 18, 2025, 07:18 PM UTC· resolved Jun 18, 2025, 09:17 PM UTC

1. investigating Jun 18, 2025, 07:18 PM UTC

   We are currently investigating a recurring issue affecting connectivity of ShopWired websites, admin and the API.

2. investigating Jun 18, 2025, 07:26 PM UTC

   We have identified the issue only affects visitors to the ShopWired platform from within the US.

3. identified Jun 18, 2025, 07:50 PM UTC

   The issue has been identified and a fix is being implemented.

4. monitoring Jun 18, 2025, 07:54 PM UTC

   A fix has been implemented and we are monitoring the results.

5. resolved Jun 18, 2025, 09:17 PM UTC

   This incident has been resolved.

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Started Feb 07, 2025, 11:37 AM UTC· resolved Feb 07, 2025, 01:55 PM UTC

1. investigating Feb 07, 2025, 11:37 AM UTC

   We are currently investigating an issue affecting the display of some sub-categories not appearing on parent category pages, and some products not appearing on category pages.

2. resolved Feb 07, 2025, 01:55 PM UTC

   This issued was resolved at 13:07 UTC.

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Started Jan 06, 2025, 08:15 PM UTC· resolved Jan 07, 2025, 01:52 AM UTC

1. monitoring Jan 06, 2025, 08:15 PM UTC

   ShopWired website loading times and website availability were adversely affected today by an incident occurring between 19.47 and 19.56. The issue appeared to be intermittent and didn't affect all visitors all of the time. Occasionally visitors may have seen 503 or 502 timeout errors. The issue appears to have resolved itself but we are investigating the root cause.

2. resolved Jan 07, 2025, 01:52 AM UTC

   The cause of the issue has been identified as a hardware failure which has now been resolved.

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Started Dec 21, 2024, 10:49 AM UTC· resolved Dec 21, 2024, 01:52 PM UTC

1. investigating Dec 21, 2024, 10:49 AM UTC

   We're currently investigating an incident affecting the availability of websites.

2. investigating Dec 21, 2024, 11:18 AM UTC

   Service returned to normal at 10.57am but the underlying issue has yet been identified. We are therefore continuing to investigate the issue.

3. resolved Dec 21, 2024, 01:52 PM UTC

   This incident has not reoccurred and the underlying cause has been resolved.

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Started Dec 09, 2024, 09:04 AM UTC· resolved Dec 10, 2024, 01:58 PM UTC

1. investigating Dec 09, 2024, 09:04 AM UTC

   We are currently investigating slow processing times on the Veeqo and Google Shopping apps. The issue is affecting: - The processing of stock sync updates with Veeqo - The processing of order exports to Veeqo - The processing of all listing updates to Google Shopping (including the creation of new listings) All other apps are working normally.

2. investigating Dec 09, 2024, 11:28 AM UTC

   We have identified the cause of the issue for Veeqo and have implemented a fix. Currently old stock sync and order messages are being synced and we expect normally syncing times from 2.30pm today (09/12/2024). Work continues on Google Shopping.

3. identified Dec 09, 2024, 04:52 PM UTC

   The Veeqo app is now functioning as normal and any delayed stock and order messages have now been processed. A fix for the Google Shopping app has also been implemented and we are monitoring results. Processing is still currently delayed.

4. monitoring Dec 10, 2024, 02:15 AM UTC

   A fix has been implemented and we are monitoring the results.

5. monitoring Dec 10, 2024, 09:27 AM UTC

   The Google Shopping app is currently finishing off its processing of a backlog of product listing and stock sync updates to Google Merchant Center. We expect that this process will be completed by 1.00pm today (10/12/2024) after which time normal syncing times will resume. We will post a further update once the process has completed. The Veeqo app continues to function normally. No other apps were affected by this incident.

6. resolved Dec 10, 2024, 01:58 PM UTC

   The Google Shopping app has completed its processing and is functioning normally. This incident is now resolved.

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Started Nov 14, 2024, 10:23 AM UTC· resolved Nov 15, 2024, 07:16 AM UTC

1. identified Nov 14, 2024, 10:23 AM UTC

   We have identified an issue causing degraded service for some of ShopWired's apps. The affected apps are: Xero Kashflow Quickbooks Clearbooks CSV order exporter Our engineers are currently working on a fix.

2. identified Nov 14, 2024, 10:48 AM UTC

   Our engineers are continuing to work on the fix for this issue which started at 18.00 (UK time) on Wednesday 13th November. Any activity the apps haven't completed due to the issue will be automatically completed by the apps (without manual action being necessary) once the fix has been implemented. We will post another update shortly.

3. monitoring Nov 14, 2024, 11:28 AM UTC

   The underlying issue has been resolved and all apps are functioning normally again from 11.18am. The apps will now begin completing activity that didn't complete during the issue. This process will take several hours. We will post an update once this has completed in full.

4. resolved Nov 15, 2024, 07:16 AM UTC

   All apps have now completed unprocessed activity during the performance issues.

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