25 Bold Commerce incidents · Genver 2024 — official updates, affected components, duration and resolution details.
Shopify is currently having issues with draft orders where the discounted prices are not being reflected within the checkout. Shopify is currently working on fixing this issue.
Shopify has fixed the issues where draft orders checkout were not reflecting the discount in CSP. All discounts are working properly now.
We are currently experiencing an incident related to a Cloudflare outage ([https://www.cloudflarestatus.com/](https://www.cloudflarestatus.com/ "https://www.cloudflarestatus.com/")). We are investigating all affected services. We are experiencing degraded service for Bold Subscriptions and Bold Product Upsell. The app admins for both apps are currently inaccessible.
The incident is fully resolved, please contact support if you feel you are still having any issues.
We have identified the issue with the service and on-call teams are working with our partners to solve the issue. More information will be posted as the incident develops.
PayPal has acknowledged the JavaScript SDK outage and published an incident on their status page: [PayPal Status Event - SDK Availability](https://www.paypal-status.com/history/eventdetails/89894).
We are currently investigating a reported issue with our jobs process that impacts the report generation and bulk actions within our Bold Subscriptions application.
We believe the incident is fully resolved and the incident is closed, please contact support if you feel you are still having any issues.
Some merchants are reporting errors when adding products to an existing subscription or swapping products. A merchant may see a "no shipping options available" or similar error. Engineers are currently working with our partners at Shopify to investigate why qualified delivery options aren't being returned from Shopify when Bold makes the request for delivery options. Further updates to follow as the investigation continues.
Bold's engineering teams have worked with our partners at Shopify and they have identified the root cause in their process for returning valid qualified shipping services. Shopify has confirmed a potential fix is in the process of being deployed. Bold will continue to monitor and confirm resolution, and update this status accordingly once the fix has been validated.
Shopify has released the fix and Bold's engineering team has confirmed the issue is resolved.
Incident resolved.
We are currently investigating a reported issue where users are receiving errors when trying to access the Quickbooks Sync and Xero Sync admin panels. We will update this page with more information as it develops.
We have identified the issue and taken corrective actions. The Quickbooks Sync and Xero Sync admin panels are now functioning as normal. We are performing tests and will monitor for stability.
A fix has been applied and services are working as expected, on-call teams will continue to monitor the incident for any further issues.
The incident is fully resolved and now closed. Please contact support if you are still facing any issues.
We're currently resolving an unplanned service outage caused by third-party provider issues. Systems are progressively coming back online, and our teams are ensuring full restoration. We'll post an update by 5 PM CST, or as soon as there's new information.
We have confirmed that all systems are performing as normal and the incident is resolved.
We are currently investigating a reported issue with this service and will update the page with more information as it develops.
We have determined the cause of the incident to be associated with an upstream service and are working with their support team. A temporary fix has been put in place in the meantime to allow merchants access to their admin consoles.
Our uptstream provider has resolved the issue. We have removed the temporary fix and tested functionality. All systems are operating as normal and the incident is closed. Please contact support if you feel you are still having any issues.
We are currently experiencing issues with payment processing through FastLane. Our team is actively investigating the root cause and working to implement a resolution as quickly as possible. We will provide updates here as more information becomes available. Thank you for your patience.
We’ve identified the root cause of the issue impacting FastLane Checkout, and a fix will be available shortly. We’ll be reaching out directly to affected customers with the next steps. Please keep an eye out for an email from Bold.
We’ve identified the root cause of the issue, which is currently only impacting FastLane users. We are now reaching out to all affected merchants with steps to resolve the issue. No additional issues have been observed at this time. We will continue to monitor closely as merchants implement the fix.
We have identified and resolved the issue affecting FastLane. We are currently reaching out to impacted merchants with additional details. If you are still experiencing any issues with FastLane, please contact our support team for assistance. At this time, we believe the incident is fully resolved and are closing it. Thank you for your patience.
We are currently investigating a reported issue with this service and will update the page with more information as it develops.
A fix has been applied and services should be working as expected, on-call teams will continue to monitor the incident for any further issues.
We believe the incident is fully resolved and the incident is closed, please contact support if you feel you are still having any issues.
If you were affected by duplicate billing charges in August, please be advised we are working with Shopify to resolve the issue. We have paused all usage billing until further notice. We will provide an update via email by Aug 13th. We apologize for the inconvenience.
If you were affected by duplicate billing charges in August, please be advised we are working with Shopify to resolve the issue. We have paused all usage billing while we work with Shopify. We expect to provide an update via email by Aug 15th. We apologize for the inconvenience.
Aug 26th Update: If you were affected by duplicate billing charges in August, please be advised we have sent out communication to all affected merchants with the resolution steps. The issue with incorrect usage billing has been resolved, therefore, transaction fees have resumed effective August 20th, 2024. We would like to thank everyone for their patience in this matter
The incident is fully resolved and all refunds have been issued
We are currently investigating a reported issue where one-time products being added to the next order when an order processes.
We have identified the issue with the service. More information will be posted as the incident develops.
The incident is fully resolved, please contact support if you are still having any issues.
We have identified the issue with the service and on-call teams are working to find a solution and apply. More information will be posted as the incident develops.
A fix has been applied and services should be working as expected, our teams will continue to monitor the incident for any further issues.
This incident is fully resolved and the incident is closed, please contact support you are still having any issues.
We are currently investigating a reported issue with this service and will update the page with more information as it develops.
We have identified the issue with the service and on-call teams are working to find a solution and apply. More information will be posted as the incident develops.
We believe the incident is fully resolved and the incident is closed, please contact support if you are still having any issues.
A fix has been applied and services should be working as expected, our teams will continue to monitor the incident for any further issues.
We believe the incident is fully resolved and the incident is closed, please contact support if you are still having any issues.
We are currently investigating a reported issue with this service and will update the page with more information as it develops.
We have identified the issue with the service and are working on applying a permanent solution. More information will be posted as the incident develops.
We fix has been applied and services are working as expected, teams will continue to monitor the incident for any further issues.
The incident is fully resolved and the incident is closed, please contact support you are still having any issues.
We are currently investigating a reported issue with this service and will update the page with more information as it develops.
We have identified the issue with a 3rd party service provider and our on-call teams are implementing a solution.
A fix has been applied and services should be working as expected, our teams will continue to monitor the incident for any further issues.
This incident is fully resolved and the incident is closed, please contact support if you feel you are still having any issues.
**We are aware of an issue affecting Subscriptions and Upsell services.** Our teams are working on a resolution and we'll share more information soon
We've resolved a database routing issue affecting our services. Systems are being monitored as we continue our analysis.
We're experiencing a recurrence of the previous issue. We've engaged our hosting provider for a thorough investigation. Updates to follow.
A fix has been applied and services should be working as expected, on-call teams will continue to monitor the incident for any further issues.
Over the past several hours, we have carefully monitored for additional potential issues and have observed none. The root cause of the prior disruption was related to database server routing. We collaborated with our vendors to implement a resolution. A full root cause analysis is underway and will be published upon completion. Initial investigations indicate an overload of connections to our database servers. Redundant systems were activated to manage the traffic load; however, a delay occurred and is being investigated. Impacted Time Frame: 11:40am - 1:10pm CDT
We believe the incident is fully resolved and the incident is closed, please contact support if you feel you are still having any issues.
Our team is actively investigating an issue with our payment retrieval system. This may affect checkout for a small set of merchants. We will provide further updates as soon as possible.
We fix has been applied and services should be working as expected, teams will continue to monitor the incident for any further issues.
We believe the incident is fully resolved and the incident is closed, please contact support if you feel you are still having any issues.
Users of Bold Custom Pricing, Bold Discounts PRE and Bold Bundles may experience an issue where orders will have a discount code applied unexpectedly. On March 5th, 2024 Shopify released a feature that adds discount codes to draft orders, allowing buyers to use discount codes when completing draft order purchases. Bold is working with our partners at Shopify to enable a workaround for this option given the business logic and merchant impact. You can read more about the Shopify release here:
We believe the incident is fully resolved and the incident is closed, please contact support if you feel you are still having any issues.