Subbly outage history

We’re investigating reports of degraded performance affecting Core Subbly Services. Some customers may experience slower responses or difficulty using parts of the service. Our team is working to identify the root cause and will provide another update as soon as we have more information.

Performance appears to have returned to normal. We’re monitoring the service while we confirm the underlying fix and will provide another update once deployment details are confirmed.

Performance has returned to normal and the incident is resolved. All associated services are operational.

Between 31 August 2026 at 06:00 UTC and 2 September 2026 at 13:00 UTC, sales tax was not applied to some invoices created on Subbly. The cause was an upstream unexpected failure at TaxJar, the provider we use to calculate tax rates, which our system did not surface. Affected invoices were charged without the tax that should have applied. We have now corrected those invoices, collected the missing tax where it was owed, and notified everyone affected.

## Summary Between 31 August 2026 at 06:00 UTC and 2 September 2026 at 13:00 UTC, sales tax was not applied to some invoices created on Subbly. The cause was an upstream unexpected failure at TaxJar, the provider we use to calculate tax rates, which our system did not surface. Affected invoices were charged without the tax that should have applied. We have now corrected those invoices, collected the missing tax where it was owed, and notified everyone affected \(only a small number of merchants were affected\). ## What happened During this window TaxJar began returning 403 errors to our tax calculation requests without warning. Our billing engine treated a failed calculation as "no tax", built the invoice with a zero tax amount, and charged the customer the untaxed total. Because the failure was handled silently, no alert reached our team. We learned of the problem when it was reported to us, at which point the underlying TaxJar errors had already stopped. Only shops that rely on Subbly's own TaxJar integration were affected. Shops with their own TaxJar account, and shops with tax-inclusive pricing, did not undercharge their customers. **From our deep analysis, only a small percentage of invoices we affected \(~0.1%\), but if you were affected and we didn’t reach out to you, please let us know.** ## What we did We identified every invoice created in the window that was missing tax and recalculated what the tax should have been, using the same calculation the original renewal or checkout would have used. For shops with tax-exclusive pricing, we charged the missing tax to the customer's payment method on file as a separate, clearly labelled sales tax invoice, and recorded the tax on the original invoice and order. Each of those customers received an email from the shop explaining the charge. Where a charge could not be collected, the shop owner has been told which customers were affected so they can decide how to follow up. For shops with tax-inclusive pricing, customers had already paid the correct amount, so we only recorded the missing tax breakdown on the invoices and orders. No charge was made and no customer email was sent. Every affected shop owner received a summary of exactly what was done for their store. ## What we are changing A failed tax calculation is no longer silent. Our team is now alerted immediately when the tax provider returns errors, so a problem like this would be caught within minutes rather than days. We are also working on fallback strategies for tax calculation, so that an upstream outage does not result in invoices being charged without tax. ### Our apology We are sorry for the inconvenience this caused you and your customers. We know an unexpected charge, however small and however well explained, is not something anyone wants to receive from a store they trust. And your trust in us as a platform is taken very seriously. If you have any questions about the affected invoices, the corrections we made, or the steps above, please reach out to us through the support chat in your admin and we will help.

Test incident for internal ops

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

This incident has been resolved.

We've temporarily disabled the checkouts to avoid double charges. The team is working on the fix.

We've identified the root cause and deployed a fix. Checkouts are fully operational again. We're keeping this incident open while we monitor checkout behavior and assess the impact on orders placed during the disruption. We'll post a final update once monitoring confirms stability.

Incident has been resolved and the system is fully operational. Check the postmortem for additional information.

Service Disruption - August 10, 2026 \(Resolved\) On August 10, between 12:39 and 14:08 UTC, checkout was not working, affecting 29 users and 77 purchases. The issue was caused by a routine update that relied on a database field mistakenly present in engineer's local development database and missing from production; a fix was deployed and all services were fully restored by 14:08 UTC. All the payments during this window were processed without orders or invoices being created. All affected charges should be refunded.

We are currently investigating an issue affecting some legacy builder websites. Impacted merchants may experience 503 Service Temporarily Unavailable errors when accessing their websites and the legacy editor. Our team is working to identify the root cause and restore service as quickly as possible.

The issue is being caused by a third-party service that powers our legacy website builder. We’re working with their team to restore service as quickly as possible. We currently expect the issue to take at least another 30 minutes to resolve, and we’ll continue to share updates as soon as we have them. While we work on resolving this, we’d also encourage merchants using the legacy builder to consider migrating to our new AI website builder. It’s our recommended and fully supported platform, and our team is happy to help make the transition as smooth as possible, including rebuilding your website if needed. Just contact support for more info, and we’ll help get you set up right away. Email [email protected]

We've resolved the issue affecting legacy builder websites, and all services should now be operating normally. Thank you for your patience.

We're aware of an issue preventing some users from accessing the Legacy Builder and some sites are down. Our team is actively investigating the cause and working on a fix. We apologize for the inconvenience and will share another update as soon as we have more information.

he issue has been resolved, and the Legacy Builder is now available again.

CSV export requests are not generating or sending export emails to merchants. We are working to identify the root cause and implement a fix as soon as possible. Further updates will be provided once we have more information.

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

We are continuing to monitor for any further issues.

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

This incident has been resolved.

We're currently investigating the intermittent problems with the preview servers on the Agentic Builder. Live builds are not affected. We're sorry for the inconvenience.

We've identified the issue, working on the fix.

We are continuing to work on a fix for this issue.

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

Fix was implemented, we're continuing to monitor the situation. Preview servers have been restored. Please contact support team for any questions or if you're still having problems. Apologies for the hiccup.

The Agentic Builder is currently experiencing problems with previews being loaded for a smaller subset of customers. We apologize if your build is currently affected (and you're not able to see the preview). We're working on a solution. Published sites are not affected.

We deployed the fix, preview servers are working again. We're currently monitoring the situation. Please report any potential problems to the support team.

We are continuing to monitor for any further issues.

This incident has been resolved.

We are investigating reports of users being unable to access the AI Builder. Our engineering team is currently investigating the root cause and will update you shortly.

The issue affecting access to the AI Builder has been resolved. Users should now be able to access and use the builder normally. We apologize for the disruption and appreciate your patience while our team worked on restoring the service.

We recently rolled out a major upgrade to the AI Builder, and this issue appeared following that update. The issue has been identified, and our team is actively working on implementing a fix.

A fix has been put in place and the builder should be operating as normal. IMPORTANT: if you do experience the same issue as before, please create a new chat to overcome this. Apologies for the inconvenience, the upgrade is a big step for us and will make everything much smoother and more reliable. If you experience any issues please report them to us so we can resolve them quickly for you. Thank you! - Subbly's Engineering Team

We are continuing to monitor for any further issues.

Considering there have been no more reports of this issue, we're marking it as resolved. Apologies again for the inconvenience.

We are currently experiencing an issue where the AI Builder preview may appear offline or fail to load. Our team is aware of the issue and actively working on identifying the cause and resolving it as quickly as possible. We’ll share an update as soon as we have more information.

The issue with the AI Builder preview not loading has now been resolved. Everything should be functioning as expected.

We’re currently investigating an issue where the AI Builder may not open or load as expected for some users. Our team is actively looking into this and working on identifying the root cause. We’ll share an update as soon as we have more information. Thank you for your patience.

The issue with the AI Builder not loading has been fully resolved. Everything should now be working as expected. Thank you for your patience.

We're currently experiencing issues accessing the legacy builder. More information to follow. Sites and builds are intact and publicly accessible, access to the builder editor is currently degraded and inaccessible.

Problem with the hosting provider has been diagnosed. We're working on implementing the temporary solution.

Access to the legacy builder has been restored. Thanks for your patience and apologies for any inconvenience.

We're currently having problems with 3rd party hosting we're using to host projects made on the legacy website builder. Problem has been diagnosed and the hosting partners are actively working on resolving this. As a result of this, access to the legacy builder is revoked, but the sites are fully operational. We apologize for the inconvenience.

Root cause of the issue has been identified, we're waiting for the hosting partners to resolve for it. There's no ETA communicated at this point, we'll update once we have ETA for this to be resolved.

A fix has been deployed, we're still monitoring the problem. Website builder is accessible now.

Problem was resolved. Everything is fully operational again. Sorry for the downtime.

We are currently experiencing an outage related to our API which is affecting the checkout functionality and some website builder pages. The engineering team is actively investigating the issue and working to identify the root cause. We will provide an update as soon as more information is available and once the issue has been resolved.

We've identified and deployed the hotfix for the problem. Checkouts are partially operational at the moment. We're continuing to monitor.

The issue has been resolved and all services are operating normally. Thank you for your patience while we investigated and fixed the problem.

Checkouts are temporarily unavailable due to an unexpected issue during the recent deployment.

Checkouts are live again. Apologies for the downtime.

We are currently investigating an issue affecting the Agent Builder Chat. Users may experience problems loading or interacting with the chat interface. Our engineering team is actively working on identifying and resolving the problem. We will provide updates as soon as more information becomes available.

We have identified the root cause of the issue affecting the Agent Builder Chat. A fix has been implemented and is currently being prepared for deployment. We expect the update to be released shortly. Thank you for your patience while we work to fully resolve this.

The issue affecting the Agent Builder Chat has been resolved. A fix has been successfully deployed, and the service is now operating normally. Thank you for your patience and understanding.

We are investigating API synchronization issues affecting AI site builds. Impact includes unavailable checkouts, missing product metadata/bundles, and related logic failures.

Problem with the API identified. Working on a fix.

Fix was deployed, system is fully operational.

We are currently experiencing intermittent instability across the Subbly platform. The root cause is an ongoing Cloudflare outage affecting global traffic routing. Cloudflare is still actively working on resolving the issue, and because our infrastructure relies on their network, Subbly services may continue to fluctuate. Our engineering team is continuously monitoring the situation and will provide updates as soon as there are changes in Cloudflare’s status.

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

This issue appears to have resolved, however Cloudflare haven't marked it as resolved on their end so we recommend monitoring their status page if you experience further issues: https://www.cloudflarestatus.com/ We apologise for any inconvenience.