Rebuy outage history

We are currently investigating issues with navigating within the Rebuy admin portal. All on-site functionality remains in-tact at this time.

A fix has been implemented and the navigation issues appear to have been resolved. We are testing and monitoring to confirm there is no further impact.

All reported navigation issues have been resolved at this time.

We are currently investigating an issue with users unable to access the admin console. All on-site functionality remains functional.

We are continuing to investigate this issue.

We're continuing to investigate the admin portal access issues. We've also identified that post-purchase offers are not rendering correctly for some shops. Our team is actively investigating this as well and will share updates as we learn more.

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

A fix has been implemented. We're now seeing admin access restored and post-purchase offers rendering correctly on the impacted sites we're aware of. We are monitoring to ensure stability at this time.

All tests are showing positive results and we're confirming these issues as resolved at this time. We'll continue investigating root cause and will follow up with a post mortem once that's complete.

**What happened:** On July 24, between approximately 2:35 AM and 4:28 AM ET, our admin portal was briefly unavailable, and Post-Purchase Offers were not rendering for merchants using that feature. This occurred overnight during routine system maintenance. Your storefront, checkout, and all on-site widgets and recommendations continued to function normally throughout this window. This was limited to the admin portal and the post-purchase offer surface. ‌ **Root cause:** As part of our regular maintenance, we periodically clean up older, unused versions of our internal software to keep things running efficiently. During one of these routine cleanups, the process referenced a slightly outdated snapshot of what was currently live, rather than the most up to date version. This led it to retain an older version instead of the current one. Because the affected systems continued running on cached versions in the meantime, there was no immediate impact. The issue only became visible several hours later, when those systems cycled as part of normal operations. Resolution Once identified, our team restored service by rolling back to the last known good version, resolving the issue. We then re-released the current version to fully close things out and proactively checked our other internal systems to confirm everything else was running as expected. **What we're doing to prevent this from happening again:** * Updating our cleanup process to always reference the live, running version in real time, rather than a snapshot taken earlier. We've already tested this improvement successfully. * Adding earlier automated alerting so our team can catch and resolve this type of issue even faster in the future. * Continuing to strengthen our internal tooling so routine maintenance like this is even more reliable going forward.

We are currently investigating an issue with users unable to access the admin console. All on-site functionality remains functional.

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

The incident has been resolved. We will review logs and prepare a post mortem once we have the appropriate details.

We're aware some merchants are experiencing an issue where merchandising widgets and bundle builders aren't rendering on their storefronts. Our team is actively investigating and working toward a fix. This issue is not affecting all merchants, and we'll share an update as soon as we have more information.

We're still actively investigating the widget loading issue affecting some merchant sites. Our team has identified a likely contributing factor and are focusing on that now.

A fix has been implemented for the widget loading issue. The sites that were previously reporting errors are no longer seeing them, and widgets and bundle builders are rendering as expected. Our team continues to test to verify stability.

All issues have been resolved at this time. Widgets and bundle builders across affected sites are rendering normally. Our team is investigating the root cause and will post an update as soon as it's available.

**What happened** On July 14, a routine update to how one of our systems retrieves product information caused a rendering issue for storefront widgets on a subset of merchant sites. If your account uses widgets with tag-based rules, such as cross-sell recommendations or Bundle Builder, you may have noticed widgets not loading, or products disappearing after the page loaded. This issue did not affect checkout, admin, or any non-widget parts of your storefront. **Root cause** Product tag data is stored in two different formats behind the scenes, a legacy format and a newer one, depending on when and how a shop's product catalog was originally set up. The update changed the path our system used to retrieve that data for widgets, and that path did not convert the newer format into the format our widget code expects. On accounts where product tags were stored in the newer format, the widget code could not process the data correctly, which caused the rendering issues described above. **Resolution** We reverted the update, which restored normal widget rendering about 30 minutes after the issue began. Because some widget data is temporarily cached for performance, a small number of accounts continued to see stale results until that cache cleared. We proactively refreshed the cache across all affected accounts. **What we're doing to prevent this from happening again** * Restoring the missing data conversion step and adding an automated test that checks both retrieval paths always return matching, correctly formatted data before any future release can go out. * Building a faster internal tool to refresh cached widget data across accounts, so if a similar issue ever occurs again, we can resolve the residual impact more quickly. * Reconciling the two underlying tag data formats into a single consistent format, to remove this class of issue at the source rather than only guarding against it downstream.

We're aware that some merchants using non-legacy Smart Cart are experiencing loading issues and the native cart is loading instead. Our team is actively investigating the cause and working on a fix. We'll share an update as soon as we know more.

We are continuing to investigate this issue.

Error rates have dropped and Smart Cart loading appears to be functioning normally again. We're monitoring for for stability.

This incident is now closed. The loading issue affecting non-legacy Smart Cart has been resolved, and we've confirmed stability over the monitoring period. If you continue to see any issues, please reach out and we'll take a look right away.

**Incident Date:** July 7, 2026 **Duration:** Approximately 45 minutes **Status:** Resolved ## Summary On July 7, a routine script update briefly caused Smart Cart to fail to open for a portion of shoppers on some stores. The issue was regional and intermittent rather than a full outage, and normal service was restored within about 45 minutes. ## What Happened During a routine deploy, a small subset of shoppers loaded a mismatched pair of script files depending on their location and timing. This caused the cart to not initialize for them. Once identified, we rolled back the change and confirmed carts were opening normally again. ## Resolution We shipped a safeguard the next day to prevent this specific scenario from affecting shoppers going forward, and we're rolling out a longer-term update to how these files are versioned to close this out completely.

Rebuy is currently experiencing issues affecting admin and on-site functionality. Our team is aware and actively working on a resolution.

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

A fix has been implemented and we are seeing on-site and admin functionality return to normal. The team continues to monitor.

The issue has been resolved. We will be investigating the root cause and sharing a post-mortem once our review is complete.

**Incident Report: Admin and On-Site Functionality Disruption** **Date:** May 18, 2026 **Duration:** 3:10 PM – 3:29 PM ET \(~19 minutes\) **Summary** On May 18, 2026, merchants experienced a disruption affecting the Rebuy Admin Portal and on-site functionality including Smart Cart, Checkout Extensions, Post-Purchase Offers, A/B Testing, Smart Search, Smart Collections, and Rebuy Monetize. The issue was identified and resolved within 19 minutes. **Root Cause** The disruption was caused by a sequencing issue during a coordinated internal release. A database update that was required before new application code could safely serve traffic did not complete as expected. When the application code deployed and began serving requests, it encountered errors that cascaded across multiple product surfaces. **Resolution** We rolled back the affected services to the previous stable version within approximately 10 minutes of identifying the issue, which restored functionality for all merchants. The underlying database update was then completed successfully, and the full release was redeployed and verified shortly after. **What We're Doing** We are implementing additional verification gates in our multi-service release process to ensure that dependent infrastructure changes are confirmed live in production before downstream application code is allowed to deploy.

A release to the Rebuy storefront SDK on 2026-05-11 introduced a regression for merchants who have the Rebuy app installed but do not have Smart Cart V2 active: clicks on their native Shopify cart icon stopped opening their theme's cart drawer.

**Incident Report: Native Cart Regression** **Date:** May 11, 2026 **Duration:** 9:36 AM – 12:50 PM ET \(~3 hours 14 minutes\) **Summary** On May 11, 2026, a subset of merchants experienced an issue where the cart icon on their storefront was unresponsive to shoppers. The issue was introduced as part of a scheduled SDK release and was fully resolved within 18 minutes of being identified. **Root Cause** A performance update to the Rebuy storefront SDK introduced a change that inadvertently interfered with native cart behavior for merchants who do not have Smart Cart V2 enabled. Merchants with Smart Cart V2 active were not affected. **Resolution** Once identified, we reverted the SDK release within 18 minutes. Native cart functionality was restored immediately upon revert. **What We're Doing** We are expanding our pre-release testing coverage to ensure that SDK changes are validated across all merchant configurations before reaching production — including merchants who may not have specific Rebuy features enabled. We are also reinforcing our internal review process to include configuration-specific test cases as a required step before any storefront SDK release. These changes will help us catch unintended side effects earlier in the development cycle and prevent a similar disruption from reaching your store.

We have received multiple reports of Smart Cart loading inconsistently on some merchant storefronts.We have received multiple reports of Smart Cart loading inconsistently on some merchant storefronts. Our team is actively investigating and will provide updates as we learn more.

Our team continues to investigate. Current findings suggest the impact may vary by region.

A change has been deployed and merchants who reported issues are seeing improved results. We are continuing to investigate the root cause and will share more details as they become available.

This issue has been resolved. Our team is completing a full root cause analysis, which will be posted to the status page once available. Thank you for your patience.

**What happened:** On April 22, 2026, between approximately 11:45 AM and 1:02 PM ET, a subset of shoppers on Rebuy-powered storefronts experienced an inability to load SmartCart V2. Merchants and shoppers who encountered the issue during this window would have seen the cart fail to initialize. All other Rebuy functionality remained operational throughout the incident. ‌ **Duration:** Approximately 1 hour and 17 minutes. ‌ **Impact:** A subset of shoppers on affected storefronts were unable to load SmartCart V2 during the incident window. No data was lost or compromised. ‌ **What caused it:** A software release introduced changes that shifted internal script references in a way that caused the cart to fail for shoppers loading a fresh version of the storefront script during the deployment window. Shoppers with a cached version of the script were unaffected. ‌ **What we did:** Our team identified the issue within minutes of the first report, rolled back to the previous stable release, and confirmed full restoration of SmartCart V2 by 1:02 PM ET — approximately 16 minutes from first report to resolution. ‌ **What we are doing to prevent recurrence:** We have identified the root cause and are implementing structural improvements to our deployment pipeline, including additional validation steps to catch this class of issue before it reaches production.

We are currently investigating not being able to access Rebuy Admin.

This is only affecting admin accessibility and all on-site functionality is normal. We continue to investigate what is causing the errors with the admin platform.

The issue has been identified, and a fix has been implemented.

This incident has been resolved.

**What happened** On March 18, 2026, between 12:25 PM and 1:05 PM ET, a security update to our PHP base image introduced a configuration change that caused Smart Cart, widgets, post-purchase flows, Rebuy Monetize offers, and the Admin dashboard to return errors for approximately 40 minutes. **Duration** Approximately 30-40 minutes. **What caused it** A routine infrastructure update introduced an unexpected configuration conflict that prevented our admin service from accepting traffic. Once identified, our team rolled back the update to restore full functionality. **What we did** Our team identified the issue, implemented a rollback, and confirmed full resolution within the same hour. We posted updates to our status page throughout the incident. **What we are doing to prevent recurrence** We have identified the root cause and are implementing additional validation steps in our deployment process to catch this class of issue before it reaches production.

We are currently investigating legacy carts not rendering, widgets, and data sources.

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

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

This incident has been resolved, and everything is back to operational.

**Description:** On March 5th, between 4:58 PM and 5:20 PM EST, merchants may have experienced issues accessing certain areas of the Rebuy Admin. Affected areas included Data Source configuration, Smart Cart V1, and Admin Settings. The disruption lasted approximately 20 minutes. No storefront disruptions occurred for active merchants and no data was lost or corrupted. **Root Cause:** A scheduled security update introduced an incorrect configuration change during our release process, causing the affected Admin areas to become unavailable. **Resolution:** Our engineering team identified the root cause immediately after deployment and deployed a targeted fix, restoring full service by 5:20 PM EST. **Next Steps:** We are adding additional validation steps to our release process to prevent this class of error from reaching production in the future.

Description On February 24th at 3:11 PM EST, a code change was deployed as part of a security improvement. The following morning at 8:35 AM EST, merchants began experiencing Shopify Checkout Extensions not rendering. Core checkout functionality remained operational and no data was lost or corrupted. Root Cause: The deployed change introduced a data shape update that was not reflected in the Checkout Extension schema, causing validation to fail during extension initialization and preventing extensions from rendering. Resolution: Our engineering team identified the mismatch and deployed a fix at 10:05 AM EST on February 25th, restoring full Checkout Extension functionality. Next Steps: Review and improve existing monitoring coverage for extension initialization failures to ensure alerts fire as expected. Additionally, introduce cross-functional review requirements for changes that touch shared data contracts to catch downstream impacts before deployment.

We're currently aware of an issue that may temporarily affect the ability to create new Smart Carts, Smart Flows, Widgets, Bundle Builder, Monetize or add new packages. Our team is actively working to resolve this as quickly as possible. All existing configurations and on-site tooling remain fully functional. No action is needed on your end. We'll provide an update once everything is back to normal. Thank you for your patience!

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

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

All tests are showing positive results. This issue has been resolved.

**Description:** On February 18th, between 12:44 PM and 1:44 PM EST, merchants may have experienced errors when attempting to create new configurations within the Rebuy platform. Affected actions included the creation of Smart Carts, Checkout Extension Widgets, Merchandising Widgets, Bundle Builder, Smart Flows, and Monetize Widgets. The disruption lasted approximately 60 minutes. Read operations and existing store configurations were not impacted, meaning no storefront disruptions occurred for active merchants, and no data was lost or corrupted. **Root Cause:** A planned platform deployment unintentionally introduced a dependency update that conflicted with how our system handles certain create and update operations, causing those requests to fail. **Resolution:** Our engineering team identified the root cause and deployed a targeted fix within the same deployment window, restoring full service by 1:44 PM EST.

We experienced a brief issue where some users encountered an internal error message upon login, preventing access to the system. The team quickly identified and resolved the issue, with the total impact lasting approximately 6 minutes.

**Description:** On January 6th at approximately 4:10 PM ET an update aimed at improving security caused a temporary disruption, affecting some user logins for approximately 6 minutes. The issue was linked to unexpected behavior in the system's connection to our Redis database, crucial for authentication. **Root Cause:** The update unintentionally allowed operations in production environments that were unnecessary, combined with temporary Redis connection issues, which impacted some user logins. **Resolution:** We reverted the changes to restore service stability. **Next Steps:** We are implementing additional safeguards and better error handling to prevent similar issues from arising in the future. We will then re-deploy the security change after the additional tests have been complete.

On Dec 19, between approximately 6:19–8:55 AM ET, an upstream network provider experienced intermittent performance issues that led to unexpected errors and degraded performance for some users. The issue was identified, a fix was applied, and service was fully restored the same day after continued monitoring.

A change made to one of our cloud providers Web Application Firewall (WAF) parsing logic led to an unexpected network outage for several minutes on the morning of Dec 5. During this time, there were reports of 500 internal server errors when attempting to access the Rebuy platform. It lasted for approximately 15 minutes. The issue was resolved once the fix was implemented and the network returned to normal. Ongoing monitoring was conducted to ensure stability. There are no further issues at this time

We are currently impacted by an outage that our cloud provider is experiencing. We are seeing some services recover, but customers may continue to observe higher-than-normal error rates as we continue remediation efforts. The team is working on the issue and we will relay any information that we get as we get it. Thank you for your patience.

We are still encountering intermittent errors. The team continues the investigation and remediation efforts.

The provider has just announced that the issue has been identified and a fix is underway. We are seeing things beginning to stabilize on our monitoring.

They have implemented the fix and we are now seeing pre-outage performance return. We are monitoring for further updates.

The cloud provider has identified the issue and restored service. All systems are operational. Continuing to monitor.

Our third-party provider has confirmed that the issue is identified and fully resolved, and our systems are operating normally. We are no longer seeing any related errors or service impact. We are working with the provider to understand the root cause and will share a post-mortem as soon as it becomes available.

Our team has identified an increase in errors within the Rebuy administrative portal, and some users are experiencing login issues. We are actively investigating the cause. All on-site functionality with Rebuy features remains unaffected. Further updates will follow shortly.

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

A fix has been implemented and we are seeing the errors subside and admin functionality is back online.

The issues affecting the Rebuy administrative portal have been resolved. Users should now be able to log in and access all functionality without errors. Our team is conducting a review of the incident and will share a post-mortem once completed. Thank you for your patience.

**Incident Summary:** On October 29, 2025, some users experienced an outage of the Rebuy Engine admin system starting around 12:15 MST, which lasted for approximately 24 minutes. The impact of the outage was users were unable to login to the system - all on-site functionality remained stable. Initially, there were concerns that the issue might be related to the release of updates earlier in the day. However, further investigation revealed that the cause was more complex and not directly tied to the code release. ‌ **Root Cause:** The disruption in the admin system was the result of a combination of infrastructure and process-related factors that temporarily impacted performance. During the event, certain system components experienced reduced efficiency under load, which contributed to intermittent connectivity issues and overall degradation. ‌ **Resolution:** The issue was resolved as connectivity stabilized and the system returned to normal operations. We have taken steps to ensure the system is now functioning as expected, and further monitoring will be in place to prevent similar disruptions in the future. ‌ **Preventive Measures:** To avoid similar issues going forward, we will: * Improve monitoring and resource management to ensure smoother handling of system load. * Conduct additional internal reviews to optimize system performance and enhance reliability.

Some customers are seeing issues concerning Smart Cart not loading properly. Our team is aware and working on a solution.

A fix has been implemented and the errors have subsided. We are monitoring for any further issues.

The incident has been resolved and the impacted carts are confirmed functional once again. Our team will investigate the root cause and share the findings in this incident once available. Thank you for your patience.

**Incident Summary:** On October 27, 2025, some merchants experienced an issue where their Smart Cart failed to open. This occurred shortly after the release of a new feature designed to support _nested cart items_ in Smart Cart V2. The feature enables merchants to display parent-child product relationships \(such as bundles or configurable products\) directly within the Smart Cart, improving consistency between the cart and checkout experience. ‌ **Root Cause:** The issue stemmed from a missing optionality check in the new nested cart item functionality. The shared cart file \(`Cart.js`\) is used by both Smart Cart V1 and V2. The new code called a function, `nestedCartItemsEnabled()`, that only exists in V2. Because this function does not exist in V1, the call caused a JavaScript error that prevented the Smart Cart from loading for merchants still using the legacy version. ‌ **Resolution:** A fix was implemented by adding an optionality check to ensure the function is only executed when present. This change restored functionality for all merchants using Smart Cart V1, while maintaining the new nested cart item capability for V2. The fix was verified locally and across multiple staging environments using different Smart Cart configurations prior to implementation. ‌ **Preventive Measures:** * Added an additional safeguard to confirm version-specific functions are handled appropriately in shared code. * Updated internal review processes to ensure smoother compatibility between Smart Cart versions.

We are aware of an ongoing issue with double add-to-cart events in Smart Cart that we reported on last week, which may still be affecting some users. Our team is actively investigating this further to find a permanent solution. In the meantime, we have identified a temporary workaround that can be implemented within your Smart Cart settings. If you're experiencing double add-to-cart events when adding a single product to your cart, please follow the steps below based on your version of Smart Cart: For New Carts (v2): 1. Go to your Smart Cart. 2. Click "Global Settings" at the bottom of the page. 3. Locate the "Product Form Submission Behavior" setting and change it to "Disabled (Smart Cart does not manage)." 4. Refresh your product page and test to confirm the issue is resolved. For Legacy Smart Carts: 1. Go to your Smart Cart. 2. Scroll down to find the "Product Form Redirect" setting and change it to "Disabled (Smart Cart does not manage)." 3. Refresh your product page and test to confirm the issue is resolved. For more details on the previously reported issue, please visit: https://status.rebuyengine.com/incidents/ddkm5p8xgb7c We will continue to work the situation and provide updates as soon as possible. We sincerely apologize for any inconvenience this may have caused and appreciate your patience as we work toward a resolution.

We’ve successfully tested and deployed a solution to prevent the duplicate add-to-cart (ATC) events from occurring. Our team has verified the fix with several stores that reported the issue, and we can confirm that it’s no longer happening. We will continue monitoring the situation over the next few hours to ensure everything is running smoothly. If you notice any unusual behavior, please notify our support team immediately.

We are continuing to monitor for any further issues. None have been reported or uncovered through testing at this time.

The incident has been resolved. Our team will document the root cause and share the findings in this incident once available.

**Issue Overview:** Recently, some merchants experienced an issue where products were being added to the cart twice instead of once. This was caused by a conflict between Rebuy’s Smart Cart and the code in your Shopify theme. When both systems tried to handle the form submission at the same time, it resulted in duplicate items being added. ‌ **Why It Happened:** This issue started happening after a recent update to Shopify themes around October 10, 2025. While the issue didn’t affect all merchants, it did impact those with certain theme setups or third-party apps interacting with the cart. ‌ **Resolution Timeline:** * **Saturday 10/11:** Code update deployed to fix the double-add issue, but caused a secondary issue with Smart Cart not opening. * **Sunday 10/12:** Follow-up fix resolved the Smart Cart opening issue. Both problems were considered resolved. * **Monday 10/13 - Thursday 10/16:** Continued monitoring of the issue, with sporadic reports of duplicate ATC events. A temporary workaround was made available to merchants, and we tested the fix on multiple environments. * **Thursday, 10/16:** Final fix deployed to address the root cause and ensure compatibility with the Shopify theme update. Since this deployment, there have been no further reports of duplicate add-to-cart issues. **What the Fix Does:** The new solution ensures that if a product is added to the cart multiple times, the system will catch and remove any extra items. This prevents duplicate purchases and ensures the cart reflects the correct quantity. Importantly, this fix will work whether or not Shopify resolves the issue on their end, so there is no risk of the fix causing other problems. ‌ **Warning Message:** If this issue happens again, a warning message will appear, prompting you to adjust the Smart Cart settings. It will explain that there’s a conflict between Rebuy and the theme’s code and guide you on how to change the Product Form Redirect setting in Global Settings to "Disabled." ‌ **Next Steps with Shopify:** We’re working closely with Shopify to understand what triggered this issue and to improve communication on future theme updates. This will help us identify and resolve potential conflicts proactively. We’re also testing future theme updates in staging environments to catch any issues before they affect merchants.

We are currently experiencing some technical difficulties. The team is aware and investigating.

The team believes that they have uncovered the issue and are currently taking steps to resolve.

A fix has been implemented and we are starting to see issues resolving. We are monitoring to ensure stability.

The incident has been resolved. Our team will investigate the root cause and share the findings in this incident once available.

**Incident Summary:** On October 15, 2025, users experienced a temporary outage beginning around 12:30 PM EDT. During this period, the site was unavailable and requests returned error messages. **Root Cause:** The outage occurred as part of a planned upgrade to our PHP platform. Certain default configuration settings in the new environment were incompatible with our existing application setup, which prevented the system from starting correctly. Once identified, these configurations were adjusted and service was restored. **Preventive Measures:** We’ve updated our deployment and validation processes to better account for these types of environment-specific configuration differences during future upgrades. There is no ongoing risk or further impact is expected.